Address
Form of workPosition Overview:
The primary responsibility of the Analyst II - Deskside role is the support of computer hardware and software for the organization. The purpose of this position is to assist Venetian Team Members with high quality desk side services which enable them to perform their work-related responsibilities to the best of their abilities. This requires personal interactions, strong computer and network troubleshooting abilities and the commitment to quality work and complete resolution of the reported issues. The complexity of the assignments to the role will be based on the technical expertise of the candidate. All duties are to be performed in accordance with departmental and The Venetian Resort's policies, practices, and procedures.
Essential Duties & Responsibilities:
• Manage and maintain Service Now ticket work queue.
• Contact the customer to confirm and acknowledge ownership of support issues.
• Review ticket queue every hour or update tickets every 2 hours, whenever a ticket status changes.
• Update drop down fields within the service ticket to accurately reflect the issue or request and support provided.
• Keep the ticket comment field updated with current work status and provide a complete description of all final resolution work performed.
• Keep the customer well informed of their ticket status.
• Communicate resolution to appropriate IT staff and system users when applicable.
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through resolution/escalation.
• Instruct system users on basic application and personal productivity software functions in an informal setting.
• Effectively escalate issues to the appropriate resources when necessary.
• Respond to management on a timely basis as requests are submitted.
• Engage in technical training to increase knowledge base and skill level, including certification training.
Additional Duties & Responsibilities:
• Repair and install various network peripherals.
• Troubleshoot software/hardware problems through debugging, testing, and vendor assistance.
• Troubleshoots diagnoses and identifies failing/failed components through use of testing procedures and diagnostic software.
• Support of PC hardware, productivity, and security software for the organization.
• Researches and resolves complex, technical user problems.
• Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues.
• Safety is an essential function of this job.
• Consistent and regular attendance is an essential function of this job.
• Performs other related duties as assigned.
• Manage project coordination and implementation from start to finish.
• Subject matter expert and escalation point on applicable focus areas.
• Train new and existing staff in supporting technologies and processes.
• Create documentation based on the duties required.
• Identify potential technical issues and recommend alternatives.
Additional Duties & Responsibilities:
Company Standards of Conduct
All The Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company's standards, work requirements and rules of conduct.
Additional Duties & Responsibilities:
• 21 years of age.
• Proof of authorization/eligibility to work in the United States.
• Must be able to obtain and maintain Nevada Gaming Control Board Registration and any other certification or license, as required by law or policy.
• High School Diploma or equivalent.
• AA or AS Degree and A+ certification and / or N+ certification is desirable and may offset 4 years prior experience if proficiency with Microsoft Windows, Microsoft office products, ability to connect and install software drivers associated with external printers and understanding of WIFI and wireless connectivity can be demonstrated.
• 4+ year progressive experience with PC service and support.
• Must have proficiency in the following system or software: Windows OS, MS Office.
• Must have previous experience connecting and installing software drivers associated with external printers.
• Familiar with Active Directory; computer and user management
• Ability to perform basic printer repairs such as roller replacement.
• Ability to install and replace desktop computer components.
• Proficient in resolving Wi-Fi and wireless connectivity issues.
• Organized and detail oriented.
• Strong customer communication skills.
• Proficiency with resolving Wi-Fi and wireless connectivity issues.
• Strong understanding of software installation and support.
• Ability to perform hardware service on desktops, laptops, and printers.
• Ability to communicate clearly and effectively in English, both in spoken and written form.
• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
• Must be able to work varied shifts, including nights, weekends, and holidays
Physical Requirements:
Must be able to:
• Physically access all areas of the property and drive areas with or without a reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Lift or carry 50 pounds, unassisted, in the performance of specific tasks as assigned.
• Ability for prolonged periods of time to walk, stand, stretch, bend, and kneel.
• Work in a fast-paced and busy environment.
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.
The primary responsibility of the Analyst II - Deskside role is the support of computer hardware and software for the organization. The purpose of this position is to assist Venetian Team Members with high quality desk side services which enable them to perform their work-related responsibilities to the best of their abilities. This requires personal interactions, strong computer and network troubleshooting abilities and the commitment to quality work and complete resolution of the reported issues. The complexity of the assignments to the role will be based on the technical expertise of the candidate. All duties are to be performed in accordance with departmental and The Venetian Resort's policies, practices, and procedures.
Essential Duties & Responsibilities:
• Manage and maintain Service Now ticket work queue.
• Contact the customer to confirm and acknowledge ownership of support issues.
• Review ticket queue every hour or update tickets every 2 hours, whenever a ticket status changes.
• Update drop down fields within the service ticket to accurately reflect the issue or request and support provided.
• Keep the ticket comment field updated with current work status and provide a complete description of all final resolution work performed.
• Keep the customer well informed of their ticket status.
• Communicate resolution to appropriate IT staff and system users when applicable.
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through resolution/escalation.
• Instruct system users on basic application and personal productivity software functions in an informal setting.
• Effectively escalate issues to the appropriate resources when necessary.
• Respond to management on a timely basis as requests are submitted.
• Engage in technical training to increase knowledge base and skill level, including certification training.
Additional Duties & Responsibilities:
• Repair and install various network peripherals.
• Troubleshoot software/hardware problems through debugging, testing, and vendor assistance.
• Troubleshoots diagnoses and identifies failing/failed components through use of testing procedures and diagnostic software.
• Support of PC hardware, productivity, and security software for the organization.
• Researches and resolves complex, technical user problems.
• Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues.
• Safety is an essential function of this job.
• Consistent and regular attendance is an essential function of this job.
• Performs other related duties as assigned.
• Manage project coordination and implementation from start to finish.
• Subject matter expert and escalation point on applicable focus areas.
• Train new and existing staff in supporting technologies and processes.
• Create documentation based on the duties required.
• Identify potential technical issues and recommend alternatives.
Additional Duties & Responsibilities:
Company Standards of Conduct
All The Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company's standards, work requirements and rules of conduct.
Additional Duties & Responsibilities:
• 21 years of age.
• Proof of authorization/eligibility to work in the United States.
• Must be able to obtain and maintain Nevada Gaming Control Board Registration and any other certification or license, as required by law or policy.
• High School Diploma or equivalent.
• AA or AS Degree and A+ certification and / or N+ certification is desirable and may offset 4 years prior experience if proficiency with Microsoft Windows, Microsoft office products, ability to connect and install software drivers associated with external printers and understanding of WIFI and wireless connectivity can be demonstrated.
• 4+ year progressive experience with PC service and support.
• Must have proficiency in the following system or software: Windows OS, MS Office.
• Must have previous experience connecting and installing software drivers associated with external printers.
• Familiar with Active Directory; computer and user management
• Ability to perform basic printer repairs such as roller replacement.
• Ability to install and replace desktop computer components.
• Proficient in resolving Wi-Fi and wireless connectivity issues.
• Organized and detail oriented.
• Strong customer communication skills.
• Proficiency with resolving Wi-Fi and wireless connectivity issues.
• Strong understanding of software installation and support.
• Ability to perform hardware service on desktops, laptops, and printers.
• Ability to communicate clearly and effectively in English, both in spoken and written form.
• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
• Must be able to work varied shifts, including nights, weekends, and holidays
Physical Requirements:
Must be able to:
• Physically access all areas of the property and drive areas with or without a reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Lift or carry 50 pounds, unassisted, in the performance of specific tasks as assigned.
• Ability for prolonged periods of time to walk, stand, stretch, bend, and kneel.
• Work in a fast-paced and busy environment.
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.
