IT Deskside Support

Caesars Entertainment•Chandler, OK

1d•Hybrid

About The Position

This position is for an IT Deskside Support role responsible for prioritizing and responding to technology-related incidents and service requests, providing first-level in-person and remote support for customer-facing and end-user systems (software and hardware). The role involves assisting with problem determination, root cause analysis, vulnerability remediation, and executing IT Change Tasks. Key duties include completing and documenting daily tasks, maintaining technical asset inventory, and ensuring the computer/equipment room is in order. The individual will use CaesarsNow for tracking incidents and requests, monitor system performance, and participate in technology projects. Confidentiality of company records and adherence to policies are essential. While not primarily a remote worker position, some remote work may be required. The role requires working mid-shift, nights, and weekends.

Requirements

Ability to prioritize and respond to technology related Incidents and Service Requests
Ability to provide in person and remote first level support for customer-facing and end-user systems (software and hardware)
Skills in problem determination, isolation, analysis, and root cause analysis
Ability to perform entry level and intermediate technical tasks/repairs on desktop, end-user, and customer-facing platforms
Experience with ticketing systems (e.g., CaesarsNow)
Knowledge of vulnerability remediation activities
Ability to update procedures and documentation
Ability to maintain property technical asset inventory
Understanding of confidentiality in company records and policies
Ability to adhere to regulatory, company, and department policies

Responsibilities

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
Completes all other duties as assigned
Support installation and implementation of connectivity for desktop devices and telephony equipment
Provide one-on-one training clients/users
Maintain a log of all system downtime and report all extended downtime to the supervisor and/or manager