IT Deskside Support

Caesars Entertainment•Chandler, OK

17h•Onsite

About The Position

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.

Requirements

College training is equivalent to an associate’s degree in computer science or equivalent technical training
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
Must be able to read, write, speak and understand English
Must be able to respond to visual and aural cues

Nice To Haves

Background experience in desktop support environment preferred

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
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
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
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