IT SUPPORT SERVICES TECH II
About The Position
This role is based on property and is an on-site position. It involves 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 technician will 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. They will 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. The role also includes managing incidents and service requests through the Information Technology Service Management (ITSM) platform, participating in Incident and Problem Management activities, and maintaining inventories for IT Asset Management. The technician will independently troubleshoot and resolve end-user issues, support IBM iSeries and Windows server environments, and provide on-site technical support throughout the Casino/Hotel property. Complex issues will be escalated while maintaining ownership, and the technician will assist Tier I technicians and collaborate with other IT teams and vendors. Continuous learning of emerging technologies is expected, along with compliance with New Jersey regulatory requirements.
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.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
