Field Tech Specialist II

As a Field Technology Operations Specialist II, you are a vital part of our IT Field Technology Operations team, serving as the front line of technical support for field offices and business locations. You play a key role in ensuring smooth and secure technology operations by delivering, maintaining, and troubleshooting essential equipment and systems. Your attention to detail, problem-solving ability, and dedication to customer service directly support our operations, empower our users, and uphold the company’s standards for reliability and performance. Essential Functions and Responsibilities: • Provide prompt, courteous service in alignment with the company’s guest service culture • Deliver and install new or repaired equipment at end-user locations; confirm operational readiness and printing functionality across applications • Accurately document all completed work in systems such as work request and ticketing platforms, purchase records, technical support logs, and inventory databases • Route unresolved issues to the appropriate team members and collaborate with the User Support Coordinator to ensure proper follow-through • Identify and resolve performance issues; escalate as needed and assist colleagues in troubleshooting complex problems • Coordinate the repair and return of defective equipment with vendors • Support user requests for hardware, software, or technical information; recommend solutions as appropriate • Partner closely with service management, application support, and other IT teams to ensure timely resolution of user issues • Install, configure, repair, and update audio/visual equipment, devices, and related software • Monitor and track hardware lifecycle; assist with replacement planning and procurement • Build and assemble equipment using new hardware; dismantle and dispose of outdated systems per company standards • Contribute to achieving service team goals by supporting day-to-day service operations • Promote and maintain secure desktop environments by applying industry best practices and monitoring emerging threats • Participate in resource planning and identification efforts with team leads • Adhere to company policies, procedures, and regulatory standards • Deliver exceptional customer service with integrity, professionalism, and attention to quality • Manage multiple tasks and projects effectively in a dynamic environment IT Field Technology Operations Specialist II • Install, test, and terminate network cables, including 66 blocks, 110 blocks, patch panels, RJ45 jacks, and other standard terminations • Assist in the installation, maintenance, and troubleshooting of telephone systems • Work overtime and adjust schedule as needed to support business operations • Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position. • Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards. • Perform other duties as assigned. Qualifications • One year with Golden Entertainment IT or Six months in FTO or 1-3 years of related IT experience. • Prior experience in a casino, hospitality, or guest-facing environment is strongly preferred. • Familiarity with telecommunications systems such as Avaya/Mitel • Experience with A/V systems such as Crestron and SoundWeb control systems is a plus. • Knowledge of IT service desk practices (ITIL framework), escalation processes, and technical support channels preferred. • Experience in high-security, high-paced environments requiring strict data confidentiality is beneficial. • Working knowledge of Microsoft operating systems, Microsoft Office Suite, Adobe software, and enterprise platforms such as Infogenesis, LMS, and gaming systems. • Strong technical troubleshooting skills across computer, audio/visual, and telecommunications systems. • Ability to prioritize work and clearly communicate plans and progress. • Excellent interpersonal, organizational, and customer service skills. • Professionalism and confidentiality are essential. • Certification in A+, Network+, or Security+ is preferred. Requirements • Must have a reliable mode of transportation; occasional travel required • Must be available to work all shifts, including weekends and holidays, as assigned • High school diploma or equivalent required; associate degree or higher in Information Technology or a related field preferred • At least 21 years of age • Must be able to communicate effectively in English, both verbally and in writing • Must obtain and maintain all work cards as required by the company • Must be legally authorized to work in the United States