Specialist - IT Support

Wynn Resorts•Las Vegas, NV

2h•Onsite

About The Position

This position provides first-level IT support to business users, focusing on analyzing and resolving IT problems through phone and remote desktop solutions. The role involves troubleshooting moderately difficult hardware, software, network, mobile device, remote user, and phone-related issues within a large enterprise environment. Key responsibilities include identifying and escalating major incidents, documenting all work in a ticket tracking system, assisting in creating knowledgebase articles, and collaborating with various IT support teams. The specialist is expected to stay current with system information and adhere to Service Desk policies and procedures.

Requirements

Minimum of 2 years demonstrated, recent support/troubleshooting experience in all aspects of Windows 10, MS Office 365, Microsoft Edge and Google Chrome
Demonstrated experience in a customer service role within an IT support team
Strong MS Office 365 and Cloud environment knowledge both from a user and troubleshooting perspective, especially Outlook, Excel, Word, and PowerPoint
Demonstrated ability to setup and configure mobile devices of all OS types, Android, Apple iOS, Windows Phone
Solid understanding of the components of PC hardware and previous experience installing Operating Systems and software on to bare hardware
Excellent written and oral communication skills
Excellent problem analysis and solving skills
Must be very flexible and willing to work during holidays and on shifts as required (Help Desk is a 24x7 operation)
Ability to learn quickly and be very self-sufficient with limited training required
Ability to cope with stressful situations and frustrated customers in a calm and appropriate manner
Self-starter, dependable and accurate in completing responsibilities with strong attention to detail
Demonstrated ability to multi-task and work independently with minimal supervision
Adhere to internal IT Policy and Procedures as it relates to helpdesk operations
Ability to lift/move PCs and other IT equipment up to no more than 40lbs
Ability to push/pull carts greater than 40lbs

Nice To Haves

Understanding of Microsoft Exchange and experience supporting users working with Outlook 365
Previous experience supporting Casino/hotel related proprietary applications
2-4 year degree in a Technical field
IT related certifications preferred – e.g. A+, Network+, Security+, ITIL or MCP
Understanding of basic ITIL principals
Basic understanding of application architectural principals and technologies in relation to client/server, n-tier, asynchronous message hub and web-based
Basic understanding of networking concepts, including LAN/WLAN/WAN, TCP/IP, ICMP, 802.1x authentication, 802.11 wireless networking, DNS, DHCP, VPN, RSA, proxy, certificates and FTP (SSL & SSH) and ability to remotely troubleshoot connectivity issues for end users
Basic understanding of types of network and server equipment, like firewalls, routers, switches, load balancers, blades, chassis, racks and SAN
Demonstrated ability to support remote users over VPN technologies and get them operational without access to see their computer or remote network configuration
Knowledge of Active Directory and application based user account management

Responsibilities

Provide 1st level support to the business users, by analyzing and resolving IT problems via phone and remote desktop solutions
Support/troubleshooting of moderately difficult hardware, software, network, mobile device, remote user and phone related issues within a large enterprise environment
1st level identification and escalation of Major Incidents using the approved IT process
Document all work performed through a ticket tracking system and effectively track and route incidents to the appropriate teams within IT
Assist in creating knowledgebase articles
Work closely with other support teams including desktop support, NOC, application support, project managers and engineers to resolve technical issues
Stay current with system information, changes and updates
Follow all standard Service Desk policies and procedures
Assist with moving equipment from time to time
Other Supervisor-assigned duties as necessary