The Technical Support Technician is responsible for providing technical support to field staff and Lottery employees as it pertains to the servicing of Lottery retailer terminals and equipment. The work includes, but is not limited to, providing technical assistance on video terminals and related equipment or systems to Lottery staff, researching technical problems, and providing training to new and current technicians. Failure to effectively perform responsibilities could result in a loss in productivity, causing a loss in service to Lottery terminals and equipment. This may lead to a direct loss in Lottery revenue for the State.
Under general direction from the Technical Support Supervisor, this position requires the ability to work independently and with others, within specific and general guidelines, while making decisions based on policies, guidelines and procedures. The work is guided by manufacturer service manuals including equipment specifications and schematics, desk manuals, Lottery policy and guidelines, Oregon Administrative Rules, and the Oregon Revised Statutes.
PRINCIPAL ACCOUNTABILITIES (*ESSENTIAL FUNCTIONS):
1. *Provide technical assistance to field staff, Video Support Manager and staff, Retailer Services, Product Managers, Video Support Coordinator, and Area Coordinators relating to Lottery video games, terminals, and equipment.
Receive telephone calls from Lottery staff on video terminals and other Lottery equipment problems. Provide information from desk manuals, vendor resources, and personal knowledge to attempt repair in order for operation to resume. Duplicate equipment failures reported by field staff in determining solutions for recovery and repair.
Visit retailer establishments, after all resources are exhausted, to retrieve technical information on failing equipment and/or repair equipment that is unable to be repaired by Field Representatives. Refer problem to vendor if problem not resolved. Compile technical information for tracking purposes and prepare reports and other related documentation with recommendations for correction. Perform Lottery video terminal upgrades on the Video ES computer systems. Change configurations which reflect parts and/or chips upgrades made to terminals. Participate on various committees to provide technical input, and make recommendations for existing and future equipment requirements and procedures.
Assist field staff and the Retailer Services Section in resolving retailer and player disputes involving Lottery video games and products by testing the equipment to determine the validity of the complaint. Evaluate and prepare written documentation for damaged Lottery video terminals and equipment, for Lottery insurance company claims. Make recommendations on electrical issues to field staff on pre-site and remodeling installations at retailer locations, as they relate to specification requirements. Look up information and relay it to field staff.
2. *Develop training materials on the operation, preventive maintenance, troubleshooting methods, and repair of Lottery video terminals and other Lottery equipment. Provide training to field staff.
Identify training needs, deficiencies and oversights. Recommend in-house and external training. Develop and provide in-house training for technical and field staff, as approved by management. Provide one-to-one and group training. Attend required training seminars presented by vendors on products used by retailers and repaired by field staff. Assist and advise Retailers with new product technical information and training as it becomes available.
3. *Assist field staff with providing quality repair service of Lottery video terminals and other Lottery equipment to retailers by researching and recommending troubleshooting methods and repair techniques.
Research existing or potential problems with new and existing equipment to find resolutions which will maintain a higher efficiency of operations. Test and evaluate new and repaired parts for proper operation. Test and evaluate suspected defective Lottery equipment components and/or sub-assemblies, from field staff. Make minor repairs and/or recommendations for improvement, where applicable. Document and maintain detailed records of contacts and phone conversations with vendors and Lottery personnel. Serve as a liaison between vendors and field staff, in providing information, determining solutions, and making recommendations for changes in equipment design or manufacturing.
4. *Compile and document detailed, accurate technical information in the form of statistics, memos, spreadsheets, bulletins, and graphs.
Research equipment failures and/or service calls for possible trends and provide feedback for possible solutions. Document all unusual or uncommon events and ensure that all parties (IT, F&A, Player Services) are included in the notification and complete their respective tasks. Investigate equipment upon return from the field and report findings.
5. *Provide quality assurance testing on all new equipment and/or upgrades to existing equipment.
Perform quality assurance testing of all hardware on new equipment. Utilize test cases and specifications. Track time. Record and documents all findings. Perform quality assurance testing on upgrades to hardware for existing equipment. Ensure function and compatibility of new hardware. Record and document all findings.
6. *Provide testing of new and current ticket products for Instant Ticket Vending Machines.
Assist Product Managers with the testing of new tickets issued by vendors. Track performance on machines prior to use in retailer establishments. Make adjustments if necessary.
7. *Serve as after hours Video Support contact person. Maintain and issue locks, keys and parts used in Lottery retailer terminals and equipment. Also serve as the contact person for other field emergencies after hours.
Initiate paperwork for lock and key change outs for retailers who have lost or damaged locks or keys. Maintain secure inventory of sub-assembly parts for emergency use by field staff. Maintain accuracy and control of inventory at all times. Serve as central information contact for after-hours Lottery personnel emergencies and coordinate assistance as needed. Serve as a contact to Accounting, Security, Retailer Services, and field staff for disabling and enabling retailer Lottery video games.
8. Coordinate and participate in special projects as assigned by the Video Support Manager.
The Technical Support Technician interacts with Lottery staff, vendors and retailers to discuss and resolve technical problems and issues with Lottery Video terminals and other Lottery equipment, project coordination, and training program planning and implementation for field staff. This is done in person, by telephone, or through electronic or written communications.
Work is primarily performed in an office/warehouse environment. Shift work is required. Travel may be required to retailer establishments to perform technical support activities to field staff. This may involve driving long distances, inclement weather and unpredictable road conditions, and overnight travel. When working in retailer establishments, there may be exposure to heights, temperature extremes, loud music, belligerent language, and threats of violence.
Requires working to close tolerances; reading precision instruments; working around electricity, chemicals and power tools; lifting up to 60 pounds and moving 300 pounds; working in confined areas, and climbing a ladder; operating a variety of vehicles, including passenger cars, vans, and trucks up to 22,000 GVW; and working irregular hours (i.e., nights and weekends).
An Associate’s degree from an accredited college or private vocational school in electronics or other related field and two years of repairing and/or servicing electronic equipment which included troubleshooting and the repair of analog and digital equipment. Experience should also include bench level repair of electronic equipment, or other similar experience
OR Four years of experience repairing and/or servicing electronic equipment which included troubleshooting and the repair of analog and digital equipment. Experience should also include bench level repair of electronic equipment, or other similar experience.
Related college level course work will substitute for up to two years of the required experience. (College credit hours are converted into months of experience.) T
Transcripts are required for this substitution.
Experience operating a lift truck, and various types of pallet jacks is desirable.
• Possession of valid Oregon driver’s license.
• Demonstrated knowledge of telecommunications and operations using fiber optics and frame relay network.
• Demonstrated skill in making independent judgments and decisions in the application and explanation of rules, policies and procedures, and performing technical and administrative support functions requiring independent judgment, decision making, and problem resolution.
• Demonstrated skill in communicating, orally and in writing, about decisions, services or programs, and resolving technical problems; maintaining effective relationships with agency personnel, retailers, and vendors; and dealing with irate or belligerent individuals.
• Demonstrated skill in coordinating diverse activities to ensure completion of projects, tasks, and assignments while working with multiple priorities, and meeting deadlines.
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The results of this recruitment may be used to fill future vacancies.
The Oregon Lottery® reserves the right to change, withdraw, close, or re-post job announcements as business needs dictate.
ORS 461.150 (5) states, "No person shall be employed by the state lottery who has been convicted of a felony or any gambling related offense." A background investigation is required prior to job offer which includes fingerprinting, criminal history, credit history (based on the position), tax records, driving record, affiliation with the gaming industry, and checking employment references and character references.
Lottery Ethics Policy prohibits employees from holding any legal or economic interest in the gaming industry. If you currently hold interest in the gaming industry this does not disqualify you from consideration in a position with the Lottery. If you are the successful applicant, you would need to dispose of the holdings prior to employment. (This does not apply to an investment in a mutual fund or a blind trust, or a time or demand deposit in a financial institution, shares in a credit union, the cash surrender value of life insurance, or American Indian tribal dividends.)
*Salary level will be based on qualifications and experience of the successful candidate. All employees and members of their immediate family, regardless of where they live, are prohibited-by-law from playing Oregon Lottery® games.
Pursuant to the American with Disabilities Act, persons with disabilities who believe they need reasonable accommodation, or help in order to apply for this position, may call 503-540-1315 or email email@example.com
Per ORS 408.225, 408.230, and 408.235 relating to Veterans Preference for public employment, to receive Veterans Preference, include a copy of your DD214/DD215 and/or Veterans' disability preference letter (unless information is included in the DD214/DD215) with your application material.
THE OREGON LOTTERY® IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER COMMITTED TO WORKPLACE DIVERSITY.