Specialist - IT Support

Wynn Resorts•Las Vegas, NV

20h•Onsite

About The Position

The IT Support Specialist provides first-level technical assistance to business users, resolving IT problems through phone and remote desktop solutions. This role involves troubleshooting a range of issues including hardware, software, network, mobile devices, and remote user problems within a large enterprise environment. Key responsibilities include identifying and escalating major incidents, documenting all work in a ticket tracking system, creating knowledgebase articles, and collaborating with various IT teams such as desktop support, NOC, application support, project managers, and engineers. The specialist is expected to stay updated on system changes, adhere to Service Desk policies, and perform other supervisor-assigned duties, including occasional equipment movement.

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.

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.