It Support Analyst

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of co-workers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities. 

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• Creates framework for property user profile interfaces as they relate to Company systems and networks.
• Analyzes hardware, software, and computer system functional specifications to determine property and business needs. Partners with property leadership to implement products, systems, and specifications from analysis outcomes.
• Performs the installation, repair and preventative maintenance of personal computer equipment and related systems.
• Performs root cause analysis, develops checklists for typical problems, and creates procedures and internal control changes for problem prevention.
• Creates standard operating procedures and user guides and contributes to technical procedural documents before they are published.
• Demonstrate creativity in analyzing issues, determining application testing and in recommending solutions to complex IT scenarios.
• Performs user administration duties as needed, included but not limited to account activation, termination, and local system administration
• Performs installation, repair, maintenance on audio-video systems, kiosks and other embedded systems as needed.
• Responsible for responding to, documenting, and resolving service tickets in a timely manner according to applicable service level agreements (SLAs).
• Resolves and tracks simple and complex end user software/hardware computer problems, and identifies technology needs that will improve business processes.
• Responsible for operation and programming of phone systems, including but not limited to, moves, adds, changes, providing updating phone lists, wire installation and systems analysis and
• Assists with inventory control for all hardware/software; maintains equipment organization to help expedite service.
• Supports, promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• Assists with the remote access process when vendors need to provide support for upgrades and troubleshooting issues.
• Consults with vendors, Corporate, and property leadership to determine specific application needs, upgrades and overall system improvements as needed. Completes profile request administration for network and property systems; Add/change/modify end user access according to department and regulatory policy.
• Serves as a department liaison with external vendors to improve customer service and reduce issues within the IT environment.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• Perform all job duties in a safe and responsible manner.

This job description is not intended to be all-inclusive and team members may also be asked to perform other reasonable related duties as assigned.  Hollywood Gaming at Mahoning Valley Race Course reserves the right to revise or change job duties and responsibilities as the need arises with appropriate notification to Team Members.

• Knowledge of a wide variety of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, printers and peripherals, and a variety of software applications (desktop, client-server, browser-based, etc.);
• Experience in operating systems, software tools and project management methodologies required.
• Must be highly proficient in all Microsoft applications.
• Must have working knowledge of current Windows operating systems.
• Must have working knowledge of networking fundamentals and Microsoft active directory administration.
• Must have experience supporting current Microsoft Office suites, troubleshooting computer hardware, software, and operating systems, and performing computer imaging and restoration.
• Must have excellent verbal and written communication skills.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Other duties, as needed.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via ESPN BET™ and theScore Bet Sportsbook and Casino®.

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet. 

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Equal Opportunity Employer