IT Support Services Tech II

Resorts Casino Hotel•NJ-Atlantic City, NJ

6d•Onsite

About The Position

This role is based on property and is an on-site position. Responsibilities include participating in the selection, acquisition, implementation, and ongoing support of personal computer hardware, software, and application systems to provide solutions necessary to satisfy operational needs. The role involves imaging, deploying, configuring, maintaining, and troubleshooting Windows-based desktop and laptop computers, software applications, peripheral devices, and network connectivity issues in accordance with company standards. Providing technical support to associates via phone, remote support tools, email, walk-up requests, and on-site support, ensuring timely and professional resolution of technology-related issues is key. Managing incidents and service requests through the Information Technology Service Management (ITSM) platform, ensuring accurate documentation, prioritization, escalation, and resolution in accordance with established Service Level Agreements (SLAs) is also a core function. The role participates in Incident and Problem Management activities by identifying recurring issues, documenting findings, and escalating trends for further analysis and resolution. Maintaining hardware, software, mobile device, and peripheral inventories in support of IT Asset Management processes and procedures is required. Independently troubleshooting and resolving end-user issues while maintaining accurate documentation and resolutions within the help desk system is expected. Support and monitoring of IBM iSeries and Windows (Intel-based) server environments, escalating issues to senior technical staff as appropriate, is part of the role. Providing on-site technical support throughout the Casino/Hotel property, including support of end-user workstations, network-connected devices, point-of-sale equipment, kiosks, slot system devices, imaging systems, key lock systems, and other technology assets is essential. Escalating complex issues to the appropriate technical teams while maintaining ownership, communication, and follow-through through resolution is required. Assisting Tier I technicians by sharing technical knowledge and best practices when appropriate, and collaborating with other IT teams and vendors to coordinate issue resolution, maintenance activities, and service improvements are also responsibilities. Demonstrating the ability and willingness to continuously learn emerging technologies, telecommunications systems, VoIP applications, mobile technologies, and line-of-business applications in support of associates and business operations is expected. Compliance with all New Jersey regulatory requirements is mandatory.

Requirements

Three to five years of experience in desktop support, service desk operations, or end-user computing support, preferably within a casino, hospitality, healthcare, financial services, or other highly regulated environment.
Experience imaging, deploying, configuring, and supporting Windows 10/11 desktop and laptop computers.
Experience installing, configuring, and troubleshooting software applications and operating systems.
Working knowledge of TCP/IP networking, wireless networking, VPN connectivity, and network troubleshooting techniques.
Experience providing technical support via phone, remote support tools, and in-person/on-site support.
Experience working with ITSM ticketing platforms and help desk systems.
Understanding of ITIL fundamentals, including Incident Management, Problem Management, Service Request Fulfillment, Change Management, and IT Asset Management.
Demonstrated ability to manage multiple incidents, service requests, and priorities in a fast-paced environment.
Strong customer service, verbal communication, phone support, and written communication skills.

Nice To Haves

Experience supporting casino-related technology and hardware, including but not limited to point-of-sale (POS) systems, kiosks, slot system devices, imaging systems, key lock systems, and other operational technology platforms.

Responsibilities

Participates in the selection, acquisition, implementation, and ongoing support of personal computer hardware, software, and application systems to provide solutions necessary to satisfy operational needs.
Image, deploy, configure, maintain, and troubleshoot Windows-based desktop and laptop computers, software applications, peripheral devices, and network connectivity issues in accordance with company standards.
Provide technical support to associates via phone, remote support tools, email, walk-up requests, and on-site support, ensuring timely and professional resolution of technology-related issues.
Manage incidents and service requests through the Information Technology Service Management (ITSM) platform, ensuring accurate documentation, prioritization, escalation, and resolution in accordance with established Service Level Agreements (SLAs).
Participate in Incident and Problem Management activities by identifying recurring issues, documenting findings, and escalating trends for further analysis and resolution.
Maintain hardware, software, mobile device, and peripheral inventories in support of IT Asset Management processes and procedures.
Independently troubleshoot and resolve end-user issues while maintaining accurate documentation and resolutions within the help desk system.
Support and monitor IBM iSeries and Windows (Intel-based) server environments, escalating issues to senior technical staff as appropriate.
Provide on-site technical support throughout the Casino/Hotel property, including support of end-user workstations, network-connected devices, point-of-sale equipment, kiosks, slot system devices, imaging systems, key lock systems, and other technology assets.
Escalate complex issues to the appropriate technical teams while maintaining ownership, communication, and follow-through through resolution.
Assist Tier I technicians by sharing technical knowledge and best practices when appropriate.
Collaborate with other IT teams and vendors to coordinate issue resolution, maintenance activities, and service improvements.
Demonstrate the ability and willingness to continuously learn emerging technologies, telecommunications systems, VoIP applications, mobile technologies, and line-of-business applications in support of associates and business operations.
Comply with all New Jersey regulatory requirements.