Hybrid IT Support Supervisor bei Graton Resort and Casino

This position will be part of a highly collaborative, driven team that works closely together to tackle everything from support to long-term infrastructure and cyber security strategy planning. This position's focus will be on support and assist IT Technicians with all aspects of property technology needs, to include, but not limited to: software and hardware troubleshooting, software application product installation, computer hardware installation, cybersecurity alert research and resolution, and network connectivity support. Manage day-to-day IT help desk incident resolution and assist with IT upgrades, updates, and project deployments. Requires strong experience with customer service, troubleshooting, and organizational skills. Maintains confidentiality of all privileged information. Responsibilities must be performed in accordance with all Company standards, policies and procedures.

1. Responsible for practicing, supporting and promoting Graton Resort & Casino's Company-wide culture and demonstrating Graton Resort & Casino's Service Standards at all times.
2. Accurately respond to questions and assist customers with product features, installation, setup and troubleshooting of software via phone or in person.
3. Strong technical skills to diagnose, analyze, and correct customer reported hardware issues to include basic PC, laptop, and network connectivity as necessary.
4. Escalate issues as needed, and ensure that the business is able to complete all job functions with a minimum of disruption and downtime.
5. Provide continuity of support during shift turnover and lead team huddles.
6. Identify underutilized equipment and implement consolidation plans.
7. Monitor all systems under area of responsibility for potential problems and work proactively to find a solution.
8. Create, maintain, and organize technical documentation for all property information systems.
9. Train others outside of the department regarding troubleshooting techniques for areas of responsibility.
10. Participate in IT infrastructure operations and management during a pandemic.
11. Other duties as assigned.