IT Deskside Support

Essential Job Functions: 

• Prioritize and respond to technology related Incidents and Service Requests calls/tickets and ensure all client/user support and service requests are handled or escalated in a timely manner, ensures updates and resolutions for incidents, service requests, problem tasks, and change tasks are communicated to end-users and business partners as appropriate

• Provides in person and remote first level support and request response for customer-facing and end-user systems including software and hardware for all platforms

• Assists in problem determination/isolation and analysis of problem data, root cause analysis and mitigation for customer facing and end-user systems, decide when to escalate complex problems to senior level IT staff and service provider/vendors as necessary

• Assists in execution and verification of impact to IT Change Tasks that are impactful to property operations

• Responsible for completion and documentation of all assigned day-to-day tasks/activities per the scheduled shift for various systems. These functions can include first level support for clients/users’ requests, marketing/hospitality/gaming special events, printing, and other duties as required

• Participates in and provides analyses for Vulnerability Remediation activities for customer-facing and end-user systems and other technologies as necessary

• Updates procedures and documentation for select platforms

• Perform entry level and intermediate technical tasks/repairs on all desktop, end-user, customer-facing platforms

• Uses CaesarsNow to track and close all client/user incidents, request, change, and problem activities

• Prioritize and ensure the computer/equipment room is maintained at prescribed temperature levels and in a clean and orderly condition

• Monitors and reports system performance issues as necessary

• Participates in technology related projects as necessary

• Maintains confidentiality in matters pertaining to company records, policies, and customer lists. Disposes of physical assets containing sensitive data as determined by management and prescribed by Information Security Policy

• Performs all duties in a manner that ensures the I.T. Department will meet or exceed the measurable objectives for service level to customers and end-users and system availability

• Maintains property technical asset inventory including but not limited PC/Laptops, kiosks, and to Point of Interaction POS devices

• Acts as a role model to other employees and always presents oneself as an asset to Caesars Entertainment and encourages others to do the same

• Adheres to all regulatory, company and department policies and procedures

• Not a remote worker position, however, some remote work may be required

• This position will be required to work mid shift, nights, and weekends.

• Completes all other duties as assigned

• Respond to incident and service request tickets and ensure all client/user support requests are handled or escalated in a timely manner. 
• Provide first-level support/configuration for all systems including software and hardware for all platforms, problem determination/isolation/repair, analyzing problem data, performing data analysis, documenting findings, escalating complex problems to the appropriate I.T. staff or service vendors and communicating final resolutions to clients and users.
• Support installation and implementation of connectivity for desktop devices and telephony equipment.
• Responsible for completion and documentation of all 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 requests, printing, routing, and other duties.
• Maintain the latest procedures and documentation for all desktop platforms.
• Perform intermediate technical tasks/repairs on all desktop platforms.
• Use the help desk log to track and close all client/user calls/problems reported to IT.
• Ensure the computer/equipment room is maintained at prescribed temperature levels and in a clean and orderly condition.
• Provide one-on-one training clients/users.
• Monitor and report system performance issues as necessary.
• Participate in department driven projects.
• Maintain the confidential nature of matters pertaining to company records, policies, and customer lists. Shred reports containing sensitive data as determined by management.
• Maintain a log of all system downtime and report all extended downtime to the supervisor and/or manager.

• Perform all duties in a manner that ensures the I.T. Department will meet or exceed the measurable objectives for service level to clients/users and system availability.

   

 

 

Physical, Mental & Environmental Demands:           

• Must be able to maneuver to all areas of the casino. 

• Must have constantly available transportation.
• Must have home phone.
• Ability to note audio or visual warnings or error messages from system.   
• Ability to smell.
• Able to lift, carry, push, pull, handle, reach or grip 50 pounds, above or below shoulders.   

• Must be able to bend, reach, kneel, twist and grip items. 

• Must be able to walk and be on their feet for long periods of time. 

• Must have a sense of urgency and keep up with fast paced business practices. 

• Must be able to work in stressful situations.     

• Must be able to read, write, speak and understand English. 

• Must be able to respond to visual and aural cues.

• Must be able to tolerate areas containing secondhand smoke.

Qualifications: 

• College training is equivalent to an associate’s degree in computer science or equivalent technical training. Background experience in desktop support environment preferred. 
• One year’s minimum experience in a technical support role. 
• Strong personal computing skills recommended.
• Demonstrated basic to intermediate level technical/troubleshooting skills in the desktop environment and related hardware and software products.
• Ability to be trained in supporting various desktop configurations. 
• Basic to intermediate knowledge of user environments. 
• Demonstrated communication skills.
• Basic to intermediate analytical and problem-solving skills.
• Must have good customer service skills
• Must be well organized and detail oriented and be able to perform many tasks at one time.
• Ability to work in a high-pressure, fast paced environment.