SUPPORT ANALYST

Hollywood Casino at Greektown • Detroit, MI

9d

About The Position

The Support Analyst supports property users and Company systems and networks by analyzing technical needs, implementing systems and products, and maintaining computers and related technology. The role handles user administration, service tickets, hardware and software troubleshooting, phone systems, audio-video systems, kiosks, and other embedded systems. It also creates procedures and user guides, assists with inventory, coordinates with vendors and property leadership, and helps ensure regulatory compliance and safe work practices.

The position requires an 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. The employee must be at least 21 years old and able to qualify for required regulatory licenses and permits, obtain First Aid/AED certification, and complete C.A.R.E or TIPS training. Physical duties include standing, handling equipment, reaching, communicating, and lifting up to 50 pounds. The work environment is usually moderate to loud and may involve exposure to unrestricted secondhand tobacco smoke.

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 variety of technologies used to support end-user needs, 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.
• Working knowledge of 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 arithmetic calculations with whole numbers, fractions, and decimals; compute rates, ratios, and percentages; and 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-language safety rules, operating and maintenance instructions, and procedure manuals, and to read and communicate verbally in English; written English communication may also be required.
• Ability to apply common-sense understanding to carry out written, oral, or diagram-based instructions and deal with 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.
• Physical ability to regularly stand and use hands to handle or feel objects, tools, or controls; frequently reach with hands and arms and talk or hear; and lift or move up to 10 pounds regularly, 25 pounds frequently, and 50 pounds occasionally.
• Ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel, and balance while performing duties in varying work areas, including confined spaces.
• Specific vision abilities include close, color, and peripheral vision.

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, and partner with property leadership to implement resulting products, systems, and specifications.
• Install, repair, and perform preventative maintenance on personal computer equipment and related systems.
• Conduct root cause analysis, develop checklists for typical 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 and 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 in a timely manner according to applicable service level agreements.
• Resolve and track end-user software and hardware problems and identify technology needs that can improve business processes.
• Operate and program phone systems, including moves, adds, and changes; update phone lists; install wire; and conduct systems analysis.
• Assist with hardware and software inventory control and keep equipment organized to expedite service.
• Support, promote, and demonstrate superior customer service in accordance with 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 regarding application needs, upgrades, and system improvements.
• Complete profile request administration for network and property systems, adding, changing, or modifying end-user access according to department and regulatory policy.
• Serve as a department liaison with external vendors to improve customer service and reduce issues in the IT environment.
• Ensure regulatory compliance within the area of responsibility and report potential issues to management.
• Perform job duties in a safe and responsible manner.

Benefits

• Wellness programs supporting financial, physical, and mental well-being.
• Day-one medical coverage may vary by position.
• 401(k) matching may vary by position.
• Annual performance bonus 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
• Education Level: Associate degree