SUPPORT ANALYST (Audio Visual)

Hollywood Casino Joliet • Joliet, IL

5h • Onsite

About The Position

PENN Entertainment is seeking a Support Analyst to join their team. The company is a leading provider of integrated entertainment, sports content, and casino gaming experiences with 43 destinations across North America, online sports betting and iCasino via theScore Bet Sportsbook and Casino®. They are committed to values like diversity and sustainability for their community, team members, vendors, and the planet. At PENN Entertainment, the work environment is fast-paced, offering an exciting industry experience with diverse coworkers. The company supports career growth and provides opportunities for expansion. Initial salary placement is based on relevant knowledge, skills, and experience, and is part of a competitive Total Rewards package that includes wellness programs for financial, physical, and mental well-being. Specific benefits like day-one medical coverage, 401(k) matching, and annual performance bonuses may vary by position, and paid time off increases with length of employment.

Requirements

• Must be at least 21 years of age.
• Associate’s degree in computer technology or related field and three years related experience or training; or equivalent combination of education and experience.
• Knowledge of a wide variety of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, printers and peripherals, and a variety of software applications (desktop, client-server, browser-based, etc.).
• Experience in operating systems, software tools and project management methodologies.
• Highly proficient in all 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 add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.

Responsibilities

• Creates framework for property user profile interfaces as they relate to Company systems and networks.
• Analyzes hardware, software, and computer system functional specifications to determine property and business needs.
• Partners with property leadership to implement products, systems, and specifications from analysis outcomes.
• Performs the installation, repair and preventative maintenance of personal computer equipment and related systems.
• Performs root cause analysis, develops checklists for typical problems, and creates procedures and internal control changes for problem prevention.
• Creates standard operating procedures and user guides and contributes to technical procedural documents before they are published.
• Demonstrate creativity in analyzing issues, determining application testing and in recommending solutions to complex IT scenarios.
• Performs user administration duties as needed, included but not limited to account activation, termination, and local system administration.
• Performs installation, repair, maintenance on audio-video systems, kiosks and other embedded systems as needed.
• Responsible for responding to, documenting, and resolving service tickets in a timely manner according to applicable service level agreements (SLAs).
• Resolves and tracks simple and complex end user software/hardware computer problems, and identifies technology needs that will improve business processes.
• Responsible for operation and programming of phone systems, including but not limited to, moves, adds, changes, providing updating phone lists, wire installation and systems analysis.
• Assists with inventory control for all hardware/software; maintains equipment organization to help expedite service.
• Supports, promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• Assists with the remote access process when vendors need to provide support for upgrades and troubleshooting issues.
• Consults with vendors, Corporate, and property leadership to determine specific application needs, upgrades and overall system improvements as needed.
• Completes profile request administration for network and property systems; Add/change/modify end user access according to department and regulatory policy.
• Serves as a department liaison with external vendors to improve customer service and reduce issues within the IT environment.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• Perform all job duties in a safe and responsible manner.

Benefits

• Competitive Total Rewards package
• Wellness programs designed to support team members' financial, physical, and mental well-being
• Day-one medical coverage
• 401(k) matching
• Annual performance bonus
• Paid time off (earned according to local policy and increases with length of employment)
• Career growth and support to expand possibilities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees