Position Summary
Under the direction of the IT Manager, the IT Support Technician is responsible for providing day-to-day technical support and maintenance for the resort and casino IT systems and related technologies, ensuring reliable, secure, and efficient operation of all services.
The role supports end users across the resort by troubleshooting and resolving issues related to hardware, software, computer systems, and basic network connectivity. This includes support for desktops, laptops, work phones, printers, copiers, and any other IT-related systems and devices to ensure smooth business operations.
In addition, the IT Support Technician performs routine system maintenance such as updates, patches, monitoring, and issue resolution, while maintaining accurate IT documentation and following established IT security and operational standards.
This position is also responsible for performing any IT-related duties, tasks, or assignments as directed by the IT Manager to support the overall operations of the resort.
Essential Duties and Responsibilities
- Set up and configure desktops, laptops, and user accounts with appropriate security permissions
- Provide end-user technical support for hardware, software, and all resort IT systems
- Support and troubleshoot operational technology platforms, including telephony systems, TV systems, and hospitality/casino-related IT systems
- Install, configure, patch, and decommission hardware, software, and system applications in accordance with IT policies and standards
- Diagnose and resolve technical issues related to computers, networks, work phones, printers, copiers, and other peripherals
- Perform routine system maintenance, including updates, patches, and system checks to ensure stability, performance, and security
- Escalate complex technical issues to senior IT team or vendors when required
- Assist in training end users on business applications, email systems, and other IT-supported tools
- Collaborate with external vendors and contractors for system implementations, upgrades, and maintenance activities
- Maintain accurate and up-to-date IT documentation, including configurations, procedures, and incident/service records.
- Ensure compliance with IT security policies, data protection standards, and Occupational Health and Safety (OHS) requirements
- Perform any other IT-related duties, tasks, or responsibilities assigned by the IT Manager
Work flexible shifts, including days, evenings, nights, weekends, and holidays as operationally required
Education, Qualification and Requirements
- Diploma or degree in Information Technology or a related field
- Entry-level candidates are encouraged to apply; prior experience in IT support, help desk, or technical customer service is considered an asset.
- Basic understanding of computer hardware, software, and operating systems
- Familiarity with troubleshooting desktops, peripherals, networks, and general IT systems is an asset
- Exposure to the hospitality industry, including Property Management Systems (PMS) and/or Point of Sales (POS) systems, is considered an asset
- Knowledge of basic coding, scripting, or automation (e.g., PowerShell, batch scripting, or similar tools) is considered an asset
- Industry certifications such as CompTIA A+, CCNA, or other relevant IT certifications are an asset
- Strong problem-solving skills with the ability to troubleshoot and suggest solutions
- Ability to comprehend and communicate instructions in English, both verbally and in writing
- Ability to work independently and collaboratively in a fast-paced environment
- Professionalism, patience, and strong customer service skills when supporting end users
- High level of confidentiality when handling sensitive information
- Willingness to perform hands-on and repetitive technical tasks
- Ability to work with peers, vendors, and contractors in a professional manner
- Must successfully complete a criminal record check prior to the first day of employment
Work Environment
- Physically active role requiring standing, walking, bending, kneeling, and crouching
- Must be able to tolerate varying environmental conditions, including heat and cold
- Frequent lifting and/or moving of equipment up to 25 pounds
- Work may involve extended periods of troubleshooting across multiple departments and resort areas
Hours of Work
The hours of work for this position are typically Monday to Friday, 8:00 a.m. to 5:00 p.m. However, work hours may vary based on operational requirements and may include day, evening, overnight shifts, weekends, and holidays
