Specialist User Support

Overview
It is the primary responsibility of the User Support Specialist to provide support to end users on a variety of issues. All duties are to be performed in accordance with departmental and property policies, practices, and procedures.

• Handle calls covering a large range of issues from hardware failures, to software configuration problems, user training, and general property emergencies related to IT
• Actively work trouble ticketing queue ensuring that all issues are prioritized and resolved to customer's satisfaction
• Assist in troubleshooting system software and hardware issues.
• Understand customer dynamics and needs at all levels (end-user to executive)
• Partner with other IT team members and vendors to resolve problem tickets
• Support all end user devices
• Troubleshoot Network Infrastructure
• Required to follow a IT escalation Policy & Procedures
• Maintain documentation and knowledge base, along with general training of other IT staff and end users where appropriate.
• Strongly exhibit good customer services skills
• Perform other duties as deemed necessary for the success of the department.

Responsibilities/Qualifications

• Must have at least one year of experience as Computer Support Technician. Casino industry preferred, but not required.
• High School Diploma or equivalent
• Attending or completion of an accredited Computer Technical degree desired
• Must be skilled in configuration/troubleshooting & working knowledge of Microsoft Windows OS (Current Versions)
• Basic network installation (Jack Activation, cross connecting, cable termination, closet punch-downs, line toning, etc.)
• Basic Knowledge of Active Directory & DNS
• Experience in working with Microsoft Office Products (Current Versions)
• Experience with configuring & troubleshooting Smart Phones & Tablets
• Upgrade/diagnose/repair components related to a PC & POS Devices (Printers, Scanners, Bar Code Readers)
• Possess specific knowledge to Windows OS commands
• Experience with installing and upgrading PC's hardware & software
• Knowledge with Thin Clients
• Ability to learn new technologies
• Ability to work in a fast-paced multiple project environment on an independent basis and with minimal supervision.
• Ability to lift and carry 50 pounds.
• Communicate effectively in English, in both written and oral forms.
• Must have interpersonal skills to deal effectively with all business contacts.
• Maintain a professional, neat and well-groomed appearance
• Work varied shifts, including weekends and holidays.
• Proof of eligibility to work in the United States.