Support Analyst

PENN Entertainment • Detroit, MI

8d

About The Position

The Support Analyst creates frameworks for property user profile interfaces related to company systems and networks, analyzes hardware, software, and computer system specifications to determine property and business needs, and partners with property leadership to implement solutions. The role installs, repairs, and performs preventive maintenance on personal computer equipment, audio-video systems, kiosks, and other embedded systems. It also performs root cause analysis, develops troubleshooting checklists and prevention procedures, and contributes to standard operating procedures, user guides, and technical documentation.

The analyst responds to, documents, tracks, and resolves service tickets within applicable service level agreements. The role handles end-user software and hardware issues, user and account administration, access-profile requests, remote vendor access, and phone-system operations and programming. It assists with hardware and software inventory, identifies technology improvements, consults with vendors and company stakeholders on application needs and upgrades, and acts as a liaison with external vendors. The employee is responsible for regulatory compliance within their area, safe work practices, and customer service consistent with company standards.

This position has no supervisory responsibilities. The work environment is usually moderate to loud and may include unrestricted secondhand tobacco smoke. Physical duties include standing, handling tools or equipment, reaching, communicating, and lifting or moving items up to 50 pounds, as well as other movements in varying work areas, including confined spaces.

Requirements

• Must be at least 21 years of age.
• Associate’s degree in computer technology or a related field and three years of related experience or training, or an equivalent combination of education and experience.
• Knowledge of a wide range of technologies used to support end users, including computing devices, operating systems, network technologies, printers and peripherals, and desktop, client-server, and browser-based software applications.
• Experience with operating systems, software tools, and project management methodologies.
• High proficiency in Microsoft applications.
• Working knowledge of current Windows operating systems, networking fundamentals, and Microsoft Active Directory administration.
• Experience supporting current Microsoft Office suites; troubleshooting computer hardware, software, and operating systems; and performing computer imaging and restoration.
• Excellent verbal and written communication skills.
• Ability to perform basic arithmetic and compute rates, ratios, and percentages, and to draw and interpret bar graphs.
• Ability to present information effectively and respond to questions from managers, clients, customers, and the general public.
• Ability to interact with guests, staff, and colleagues and resolve problems and conflicts diplomatically and tactfully.
• Ability to read and interpret English documents, including safety rules, operating and maintenance instructions, and procedure manuals, and to communicate verbally in English; written English communication may also be required.
• Ability to apply commonsense understanding to written, oral, or diagrammed instructions and to solve problems involving several concrete variables in standardized situations.
• Ability to qualify for licenses and permits required by federal, state, and local regulations.
• Must obtain First Aid/AED certification and successfully complete C.A.R.E or TIPS training.
• Must meet the physical demands of the role, including regularly lifting or moving up to 10 pounds, frequently up to 25 pounds, and occasionally up to 50 pounds, and performing required movements in varying work areas, including confined spaces.

Responsibilities

• Create frameworks for property user profile interfaces related to company systems and networks.
• Analyze hardware, software, and computer system functional specifications to determine property and business needs.
• Partner with property leadership to implement products, systems, and specifications based on analysis outcomes.
• Install, repair, and perform preventive maintenance on personal computer equipment and related systems.
• Perform root cause analysis, develop checklists for common problems, and create procedures and internal control changes to prevent problems.
• Create standard operating procedures and user guides, and contribute to technical procedural documents before publication.
• Analyze issues, determine application testing needs, and recommend solutions to complex IT scenarios.
• Perform user administration, including account activation, termination, and local system administration.
• Install, repair, and maintain audio-video systems, kiosks, and other embedded systems as needed.
• Respond to, document, and resolve service tickets promptly in accordance with applicable service level agreements.
• Resolve and track simple and complex end-user software and hardware problems, and identify technology needs that can improve business processes.
• Operate and program phone systems, including moves, adds, changes, phone-list updates, wire installation, and systems analysis.
• Assist with inventory control for hardware and software and maintain equipment organization to expedite service.
• Support, promote, and demonstrate superior customer service according to department and company standards and programs.
• Assist with remote access when vendors provide support for upgrades and troubleshooting.
• Consult with vendors, Corporate, and property leadership on application needs, upgrades, and system improvements.
• Complete profile-request administration for network and property systems and add, change, or modify end-user access according to department and regulatory policy.
• Serve as a department liaison with external vendors to improve customer service and reduce IT environment issues.
• Ensure regulatory compliance within the area of responsibility and report potential issues to management.
• Perform all job duties safely and responsibly.
• Obtain First Aid/AED certification and successfully complete C.A.R.E or TIPS training.

Benefits

• Wellness programs designed to support financial, physical, and mental well-being.
• Day-one medical coverage, which may vary by position.
• 401(k) matching, which may vary by position.
• Annual performance bonus, which may vary by position.
• Paid time off earned according to local policy and increasing with length of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree