Operations Center Specialist II

Company Description

Boyd Gaming Corporation has been successful in gaming jurisdiction in which we operate in the United States and is one of the premier casino entertainment companies in the United States. Never content to rest upon our successes, we will continue to evolve and retain a position of leadership in our industry. Our past success, our current business philosophies and our sound business planning, combine to position Boyd Gaming Corporation to maximize value for our shareholders, our team members and our communities.

Job Description

The Operations Center Specialist II role will be responsible for communicating with Boyd Gaming team members, contractors and vendors who require IT assistance to gather the primary information required to troubleshoot and resolve the incident or request. Additional responsibilities include but are not limited to basic system monitoring, resetting passwords, performing basic troubleshooting to ensure IT incidents and requests are resolved as efficiently and accurately as possible.  This role will assist the shift manager as required and will act as a backup major incident manager.

• Process, prioritize & route incoming requests for IT assistance
• Record all relevant information
• Resolve Tier I Information Technology support requests as per documented procedure and backup the Network & Systems teams with Tier II resolution
• Perform password resets/enable accounts
• Coordinate escalation or referral of tickets
• Analyze alarm conditions presented by various internal management systems and begin triage efforts to assist in troubleshooting the affected application(s) and/or infrastructure(s).
• Provide guidance & assistance to junior team members
• Perform remote software installs & configurations in accordance with documented process
• Monitor basic network & system performance
• Perform basic troubleshooting of network & server related problem & incidents
• Keep supervisor informed about all computer and/or system anomalies.
• Use and maintain knowledge base and other knowledge tools.

Qualifications

• High School Diploma or Equivalent.
• 18 months prior experience in an IT Help Desk/Support Center environment required.
• CompTIA A+ & ITIL Foundation certifications preferred.
• ITIL V3 Awareness training preferred.
• Knowledge of basic computer operation and troubleshooting efforts required.
• Must speak fluent English.
• Ability to type quickly & accurately required.
• Typing speed of 50 WPM preferred.
• Exceptional customer service, communication and phone etiquette skills.
• Proficiency in use of Microsoft Office application suite required.
• Ability to obtain gaming license in Nevada as well as other jurisdictions where Boyd conducts business.

Additional Information

Boyd Gaming is proud to be an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Boyd Gaming is proud to be an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.