Specialist - IT Support

Wynn Resorts • Las Vegas, NV

6d • Onsite

About The Position

Provide 1st level support to business users by analyzing and resolving IT problems via phone and remote desktop solutions. This role involves supporting and troubleshooting moderately difficult hardware, software, network, mobile device, remote user, and phone-related issues within a large enterprise environment. The Specialist will be responsible for the 1st level identification and escalation of Major Incidents using the approved IT process. All work performed must be documented through a ticket tracking system, and incidents must be effectively tracked and routed to the appropriate teams within IT. The role also includes assisting in creating knowledgebase articles, working closely with other support teams, staying current with system information, changes, and updates, and following all standard Service Desk policies and procedures. Occasional assistance with moving equipment may be required, along with other supervisor-assigned duties.

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.
• Must be able to learn quickly and be very self-sufficient with limited training required.
• Must be able 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.
• Candidates may be required to lift/move PCs and other IT equipment up to no more than 40lbs. May also be required to push/pull carts greater than 40lbs.

Nice To Haves

• Understanding of Microsoft Exchange and experience supporting users working with Outlook 365 preferred.
• Previous experience supporting Casino/hotel related proprietary applications preferred.
• 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 preferred.
• 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 business users via phone and remote desktop solutions.
• Analyze and resolve IT problems.
• Support/troubleshoot hardware, software, network, mobile device, remote user, and phone issues.
• Perform 1st level identification and escalation of Major Incidents.
• Document all work performed through a ticket tracking system.
• Track and route incidents to appropriate IT teams.
• Assist in creating knowledgebase articles.
• Work closely with other support teams to resolve technical issues.
• Stay current with system information, changes, and updates.
• Follow all standard Service Desk policies and procedures.
• Assist with moving equipment.
• Perform other Supervisor-assigned duties as necessary.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed