IT Desktop/Support Specialist I (Caesars New Orleans)

Job description

The IT Desktop / Support Specialist problem performs determination and resolution and records all trouble situations to IT. In addition, he/she provides basic training to Support Technicians and users.

Responsibilities

Provides first level support functions on all platforms including, but not limited to, AS/400, PC’s, Telephony, Enterprise Networks, NT Server, UNIX. Provides first level support on all applications including, but not limited to, LMS, CMS, Events, SDS, Pit Player Tracking, Saflok, Point of Sale, Time and Attendance and audio and video systems. Responds to telephone calls for help and ensures that client/user support and service requests are handled or escalated in a timely manner.

Provides first-level support for all systems including software and hardware for all platforms; problem determination/isolation and analysis of problem data. Performs data analysis. Documents findings. Expedites complex problems to the appropriate IT staff or service vendors. Communicates the final resolution to clients/users. Completes and documents assigned day-to-day tasks/activities per the Daily Work Schedule for each system and shift.

These functions include first level support for clients/users, systems backups, printing, routing, and other duties. Maintains the latest procedures and documentation for all platforms. Performs intermediate technical tasks on all platforms. Uses the help desk log to track and close all client/user calls/problems reported to IT. Ensures the computer/equipment room is maintained at prescribed temperature levels and is in a clean and orderly condition.

Provides one-on-one training for Support Technicians and clients/users. Monitors and reports system performance issues as necessary. Participates in department driven projects. Maintains the confidential nature of matters pertaining to company records, policies, and customer lists. Shreds reports containing sensitive data as determined by management. Maintains a log of all system downtime and reports all extended downtime to the supervisor and/or manager.

Performs all duties in a manner that ensures that the IT Department will meet or exceed the measurable objectives for service level to clients/users and system availability. Maintains technical asset inventory properly. Must be able to get along with co-workers and work as a team. Must present a well-groomed appearance

Qualifications

Must be at least 21 year old to apply. High school diploma or GED is required. College level training equivalent to Bachelor’s degree in Computer Science or equivalent technical training required. Background experience in technical computer support environment preferred. Some training in the data processing field is preferred. Minimum of one year experience in a technical support role required. Strong personal computing skills recommended.

Demonstrated intermediate-level technical skills in all platforms. Ability to be trained in multiple platforms. Basic knowledge of computer operations and user environments required. Intermediate level skills related to trouble-shooting on multiple platforms, problem determination, restoration techniques, related hardware and software products required. Intermediate knowledge of network topologies. Excellent communication skills required.

Intermediate analytical and problem solving skills. Must have the ability to exercise judgment when analyzing problems to determine if they warrant escalation. Must have good customer relation skills. Must be well organized, detail oriented and multi-task oriented. Must be available to work in a 24 hour, 7 day a week environment. Must have the ability to work in a high pressure, fast paced environment.

Additional Requirements

Must have transportation available and home telephone. Must have the ability to note audio or visual warnings or error messages from system. Must be able to lift, carry, push, pull, handle, reach or grip 50 pounds, above or below shoulders.

GAMING PERMIT

Non-key