IT- Market Engineer I

Caesars Entertainment • Kansas City, MO

134d • $40,000 - $50,000

About The Position

This position involves providing first-level support for all systems, including software and hardware across all platforms. The role requires responding to telephone help calls, ensuring all client/user support calls and service requests are handled or escalated in a timely manner. Responsibilities include problem determination and isolation, analyzing problem data, performing data analysis, documenting findings, and escalating complex problems to the appropriate IT staff or service vendors. The individual will also be responsible for the completion and documentation of all assigned day-to-day tasks/activities per the Daily Work Schedule for each system and shift. This includes maintaining the latest procedures and documentation for all platforms, performing intermediate technical tasks, and using the help desk log to track and close all client/user calls/problems reported to IT. The role also involves ensuring the computer/equipment room is maintained at prescribed temperature levels and in a clean and orderly condition, providing one-on-one training for Support Technicians and clients/users, monitoring and reporting system performance issues, and participating in department-driven projects. Confidentiality regarding company records, policies, and customer lists is paramount, and the individual will be expected to shred reports containing sensitive data as determined by management. The position requires maintaining a log of all system downtime and reporting extended downtime to the supervisor and/or manager, all while ensuring the IT Department meets or exceeds measurable objectives for service level to clients/users and system availability.

Requirements

• Maintain property technical asset inventory.
• Knowledge, Skills & Education Preferred: College training equivalent to Bachelor's degree in Computer Science or equivalent technical training.
• Background experience in a technical computer support environment preferred.
• One year minimum in a technical support role.
• Strong personal computing skills recommended.
• Demonstrated intermediate-level technical skills in all platforms.
• Ability to be trained in multiple platforms.
• Basic knowledge of computer operations and users environments.
• Intermediate-level skills related to troubleshooting on multiple platforms, problem determination, restoration techniques, and related hardware and software products.
• Intermediate knowledge of network topologies.
• Excellent communication skills.
• Intermediate analytical and problem-solving skills.
• Good customer service skills.
• Well organized and detail-oriented, able to perform many tasks at one time.
• Available to work in a 24 hour, 7 day a week environment.
• Ability to work in a high-pressure, fast-paced environment.

Nice To Haves

• Microsoft .net programming experience/skills desired but not required.
• Visual BASIC (VB) scripting experience/skills desired but not required.

Responsibilities

• Respond to telephone help calls and ensure all client/user support calls and service requests are handled or escalated in a timely manner.
• Provide first-level support for all systems including software and hardware for all platforms.
• Perform problem determination/isolation, analyze problem data, and document findings.
• Escalate complex problems to the appropriate IT staff or service vendors and communicate final resolution to clients and users.
• Complete and document 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 platforms.
• Perform intermediate technical tasks on all 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 for Support Technicians and 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 IT Department will meet or exceed the measurable objectives for service level to clients/users and system availability.

Benefits

• Salary range between $40,000.00 - $50,000.00 based on experience.
• 5 day work week with either Fri/Sat or Sun/Mon as days off.

What This Job Offers

• Job Type: Full-time
• Industry: Accommodation
• Education Level: Bachelor's degree