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Analyst Technical I

J o b D e s c r i p t i o n

Job Profile Title:	Analyst Technical I
Job Code:	14671
Profile Title:	14671 Analyst Technical I
Grade / Band:	09
FLSA Status:	Exempt
It is the primary responsibility of the Operations Center Analyst to ensure applications and systems remain operational for the MGM Resorts Corporation. All duties are to be performed in accordance with departmental and MGM Resorts policies, practices, and procedures.

Principal Duties & Responsibilities
Triage incidents escalated from Service Desk and Field Technology Support groups via ticketing system, e‐mail, or phone
Properly escalate unresolvable issues to Operations Center Level 2 team or appropriate vendor
Monitor and manage all corporate systems under Information Technology systems responsibility
Perform troubleshooting tasks including stopping and starting interfaces, reviewing system drives and clear files to gain space for efficient performance of applications.
Create and update knowledge documentation for First Call Resolution.
Identify ticket routing gaps and work with Service Desk to correct or improve gaps.
Identify reoccurring issues and finding ways to permanently resolve by working with Operation Center Level 2 support or the appropriate vendor
Formally document all incident tickets per a predefined standardized process
Advise management of major system or application issues
Keep end users informed of system status
Responsible for paging system/application outages and providing updates of those outages to IT departments

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Education
Education Level	Education Details	Required/ Preferred
Bachelor's Degree	in Computer Science, Engineering or a related field or equivalent work experience.	Required

Work Experience
Experience	Experience Details	Required/ Preferred
1+ Years of Prior Relevant Experience	experience in Information Technology preferably with a strong technical understanding of the various hardware, software and networking systems being supported, such as such as Opera, LMS, Infogenesis, Patron Management, SpaSoft, and/or Stratton Warren.	Required

Additional Requirements
Details	Required/ Preferred
Previous Information Systems experience working with the following systems: Windows Server, Linux Red Hat Enterprise Linux,	Preferred
VMware or similar experience	Preferred
and more complex solutions	Preferred
Experience with Opera, Infogenesis, and/or Patron Management, preferred	Preferred
Previous experience working in a similar resort setting	Preferred

Knowledge, Skills and Abilities
KSAs
Strong oral and written communication skills
Strong relationship building and interpersonal skills
Intermediate to advanced knowledge of network protocols, configurations, and understanding of LAN operations from clients to server
Knowledge managing and troubleshooting the following platforms: Red Hat Enterprise Linux, Windows servers, Windows 10 and fundamental networking protocols
Experience supporting servers and computers
Must have a thorough understanding of Hotel and Casino environments
Must be able to communicate effectively in English, in both written and oral forms
Must have interpersonal skills to deal effectively with all business contacts

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
Balancing			X
Bending			X
Carrying 10 pounds			X
Clear speech - simple				X
Clear speech - complex				X
Climbing	X
Distant vision				X
Driving	X
Flexibility - upper body			X
Flexibility - lower body			X
Hearing/Listening				X
Kneeling			X
Lifting 10 pounds			X
Near vision				X
Normal vision				X
Pushing/Pulling			X
Reaching			X
Sitting				X
Standing			X
Typing				X
Walking				X

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
Communication - verbal				X
Communication - written				X
Confined area				X
Contacts - works alone				X
Contacts - works around others				X
Contacts - works with others				X
Exposure to dust / dirt			X
Exposure to fumes / odors			X
Extreme cold		X
Extreme heat		X
Fast pace				X
Hazardous conditions - chemicals	X
Hazardous conditions - high structures	X
Hazardous conditions - high voltage	X
Indoors				X
Noise levels - low to moderate				X
Noise levels - high			X
Office conditions				X
Outdoors			X
Restricted area		X
Shifts	X
Smoke			X
Travel		X
Wet/Humid		X

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
Analytical				X
Clerical				X
Comprehension				X
Crisis incidents		X
Customer service				X
Decision making				X
High pressure				X
Judgment				X
Long hours			X
Math skills - advance			X
Math skills - basic				X
Organization				X
Reading - simple				X
Reading - complex				X
Repetition				X
Tight deadlines				X
Writing - simple				X
Writing - complex				X