Summary: The Technical Systems Analyst proactively supports operations functions; continually assessing the performance of the computer systems and assisting in the resolution of issues. Position Responsibilities: • Effectively supports operations startup, monitoring, control, and bringing down the operation of the computer systems using the computer or administrator console; the consoles of equipment at remote sites, and other control/monitor units. • Continually assesses the performance of the computer systems in order to maintain the parameters and standards of its operation, and to assist in making corrections or improvements in them. • Exhibits and performs superior troubleshooting techniques in a proactive environment in order to resolve issues as quick as possible and limit impact to business operations. • Supports the development of Operations Procedures and Manuals; ensures modifications are done in a timely manner to be effective with the implementation of change. • Establishes and follows Standard Operating Policies and Procedures for managing systems. • Ensures the backup schedule is processed and the tapes are rotated for offsite storage. • Performs 1st and 2nd Level Support for all systems and escalates trouble ticket as required by support model in a timely manner. • Opens trouble ticket as required by support model. • Conducts remote control of servers and desktops as required by support model during trouble shooting trouble tickets. • Places service calls for hardware and software to vendors as required by support model. • Resolves trouble tickets at fast as possible in accordance with support model, and in compliance with Service Level Agreements. • Monitors and initiates batch processing or work requests as required. • Ensures all system backups of data run as scheduled and performs all required tasks as necessary to protect the organization. • Complete Gaming System Audits • Responsible for On and Off Boarding Minimum Qualifications: • Degree in Computer Science, or other related technical field, and/or equivalent experience of at least four yrs. in an IT environment. • Must be experienced in resolving a multitude of computer user difficulties. • Must demonstrate excellent troubleshooting skills; understands at what point to escalate issue to next support level. • Must possess a general knowledge of IBM AS/400 and OS/400, UNIX, Intel platform, database concepts, and networking protocols, concepts and devices. • Must have a basic understanding of the Windows operating systems. • Must be flexible and willing to work any shift - position is a 24X7 coverage support position. • Must possess knowledge of Microsoft Office, Microsoft Windows, and basic networking concepts (TCP/IP, DNS, cabling, wireless, etc.). Must be comfortable supporting administrator-level functionality across operating systems. • Must have knowledge and experience with corporate infrastructure packages such as Outlook, Citrix MetaFrame, Windows Terminal Services, Active Directory, NDS, and Virus Scanning (local and server-based). • Must possess knowledge of end-user device hardware support including PCs (CPU, Motherboard, BIOS, NIC, video, sound, PSU, HDD, CD-RW, DVD, FDD), monitor, keyboard, mouse, drivers, firmware, printers, and laptops. • Must be detail oriented and able to work effectively in a multi-tasking environment. • Must understand VPN and TFP • Understand Incident Management and Response. Desired Qualifications: • Some type of Industry Certification • Experience in an Information Technology Call Center • Demonstrated experience working with gaming and/or hospitality systems. • A working knowledge of transaction processing and data flow in a large enterprise computing environment. Remarks: This job description is intended to be illustrative of the position's duties and should not be construed to be an exhaustive statement of the essential functions of the job.