IT Support Specialist

Century Casinos Inc•New Cumberland, WV

11d•Onsite

About The Position

The IT Specialist’s role is to ensure proper system operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This includes routine maintenance and computer troubleshooting of PCs, file servers, routers, computer infrastructure, receiving and transmitting equipment, printers, scanners, monitors, cables, wire management, phones, and all related software.

Requirements

Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
Advanced knowledge of basic computer hardware.
Experience with desktop and server operating systems, including extensive application support experience.
Working knowledge of a range of diagnostic utilities.
Good understanding of the organization’s goals and objectives.
Exceptional written and oral communication skills.
Available to work all shifts (which includes nights, weekends and holidays) and have on-call availability.
Maintain a valid driver’s license.
Must be at least 21 years old.
Must be able to obtain and maintain a Level 2 Table Game License through the WV Lottery.
Must be able to pass a background investigation and obtain and maintain a WV Racing License.
High School Diploma or equivalent with an Associate’s degree in the field of computer science OR A+ and Network + certifications OR 1 year equivalent work experience.

Nice To Haves

Knowledge of programming languages preferred.

Responsibilities

Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems.
Escalate problems (when required) to the appropriately experienced technician.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform computer technical support services for all IT equipment.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Develop help sheets and frequently asked questions lists for end users.
Perform active directory functions as defined by the department head.
Perform back-ups and restoral functions.
Perform basic card access support and functions.
Perform PBX support and functionality as defined by the department head.
Maintain work orders utilizing the current support software.
Provide on-call technical support.
All other duties as assigned.