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Position Summary:

This position is responsible for responding to inquires and providing information to customers calling into a service hotline. Records all customer contact information in a call log.  Evaluates situation, determines appropriate response escalates to designated specialist/resource for resolution of customer’s problem or complaint.  Tracks issues escalated for resolution to ensure customer receives timely response.  Provides assistance to IT users for all aspects of end-user computing and desktop-based system software.  Provides technical support and guidance through Tier 1 support and escalates issues to Tier II or Tier III resources based on escalation procedures.  Evaluates, maintains, modifies and documents application support needs, participates in testing and evaluation of new applications/desktop hardware and implements prototypes.  The incumbent in this position configures, installs, monitors and maintains Mohegan Sun user’s desktop software and hardware. provides desk-side and on-location support services to the Mohegan Sun Uncasville, CT property and ancillary locations associated with the CT property.  Responsible for installing, maintaining, and troubleshooting a wide variety of end nodes including desktops, laptops, scanners, specialized printers, wireless devices, point of sale devices, video / media players, patron facing kiosks and hotel room technologies.  Evaluates, maintains, modifies, and documents application support needs. Participates in testing and evaluation of new applications/desktop hardware and implements prototypes.

Primary Duties and Responsibilities: includes but not limited to:

Provides hardware support to business customers, Subject Matter Experts (SMEs) or contracted external vendors based on defined escalation proceduresEffectively and efficiently utilizes software tools the ticket management system (Manage Engine) for recording, routing, escalating and analyzing customer service callsAssists in the analysis of the technical performance and reliability of systems against identified industry standards to ensure customer satisfactionResponsible for implementing technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment failuresAssists in the development of standards for client technologies (e.g. desktops, laptops, printers, telephones, mobile telephones) to aid troubleshooting efforts, training and total cost of ownershipWorks with management, peers, and vendors to provide root cause analysisCreation and maintenance of troubleshooting and operational documentationAuthors and peer-reviews knowledgebase articles documenting fault root causes and their respective resolutionsProvides and receives cross-discipline training to ensure maximum availability of systemsCommunicates effectively verbally, and in written form Carries and responds to off-hours communications device (Cell Phone)Actively pursues opportunities as an individual, group member and group leader to improve processesEnsures Service Level Objectives are metIdentifies and troubleshoots abnormalities to resolution using a range of diagnostic toolsConducts problem analysis and provides management, team members, Subject Matter Experts (SMEs) or contracted vendors pertinent information, based on established escalation procedures

Secondary Duties and Responsibilities:

Configures, installs, monitors and maintains user’s hardware when called upon by direct supervisorExecutes a pre-defined portion of a comprehensive preventative maintenance program when called upon by direct supervisor   Prioritizes efforts based on established guidelines and direction provided by the management teamExecutes preventative maintenance program tasksMay provide on-site training for usersResponsible for enforcing the privacy rules pursuant to the Health Insurance Portability and Accountability Act of 1996 (HIPAA)Responsible for maintaining and enforcing confidentiality and privacy rules pursuant to all applicable regulationsComplies with Mohegan Sun’s Change Management process and methodologyProvides on-call 24/7 production support for designated systemsPromotes superior customer serviceOther duties as assigned

Minimum Education and Qualifications:

Associates’ Degree in Computer Science, Engineering, Business or a related fieldCommunicates intermediate networking knowledge such as DHCP, DNS, TCP/UDP, IP Subnetting, VLANsAbility to obtain and maintain gaming licensure in one or more jurisdictions

~OR~

High School Diploma or equivalent and four years of progressive Information Technology experience in a client technologies or customer service environmentCommunicates intermediate networking knowledge such as DHCP, DNS, TCP/UDP, IP Subnetting, VLANsAbility to obtain and maintain gaming licensure in one or more jurisdictions

Competencies:  Incumbent will master the following competencies while in this position:

Excellent customer service skillsExcellent written and verbal communication skillsExcellent written skills as demonstrated in providing detailed information in HEAT ticketsBasic root cause analysis of technology solutionsAbility to follow a specified checklist or procedure without unnecessary or unwarranted deviation

Training Requirements:

Knowledge of Mohegan Sun corporate and department policies and proceduresMohegan Sun project management process and methodologyMohegan Sun timesheet categories and guidelinesMohegan Sun Application Information Summaries and application escalation proceduresMohegan Sun incident report and escalation tool (HEAT)Mohegan Sun application and system knowledgebase (HPK)Customer service training and skillsAppropriate Mohegan Sun & MTGA regulations

Physical Demands and Work Environment:

Office work environmentMust sit in front of a computer screen for extended periods of timeMust be able to work various shifts and flexible hoursMust be able to walk to locations within the MS CasinoMust be able to hold a valid driver’s license to drive in a company vehicle to MS locations on and off the casino propertyRequires occasional off-shift work, including late night and early morning hoursMust be able to lift 30 pounds

This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job.  MGE reserves the right to make changes in the above job description whenever necessary.

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Work Shift:

Regular

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Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.