User Support Specialist
About The Position
The User Support Specialist will handle calls covering a large range of issues from hardware failures, to software configuration problems, user training, and general property emergencies related to IT. This role will actively work the trouble ticketing queue, ensuring that all issues are prioritized and resolved to the customer’s satisfaction. The specialist will assist in troubleshooting system software and hardware issues, understand customer dynamics and needs at all levels, and partner with other IT team members and vendors to resolve problem tickets. This position will support all end-user devices and troubleshoot network infrastructure. The role requires following IT escalation policies and procedures, maintaining documentation and knowledge base, and providing general training to other IT staff and end-users where appropriate. The specialist must exhibit good customer service skills and perform other duties as deemed necessary for the success of the department.
Requirements
- At least one year of experience as Computer Support Technician
- High School Diploma or equivalent
- Skilled in configuration/troubleshooting & working knowledge of Microsoft Windows OS (Current Versions)
- Basic network installation (Jack Activation, cross connecting, cable termination, closet punch-downs, line toning, etc.)
- Basic Knowledge of Active Directory & DNS
- Experience in working with Microsoft Office Products (Current Versions)
- Experience with configuring & troubleshooting Smart Phones & Tablets
- Upgrade/diagnose/repair components related to a PC & POS Devices (Printers, Scanners, Bar Code Readers)
- Possess specific knowledge to Windows OS commands
- Experience with installing and upgrading PC’s hardware & software
- Knowledge with Thin Clients
- Ability to learn new technologies
- Ability to work in a fast-paced multiple project environment on an independent basis and with minimal supervision
- Ability to lift and carry 50 pounds
- Communicate effectively in English, in both written and oral forms
- Must have interpersonal skills to deal effectively with all business contacts
- Maintain a professional, neat and well-groomed appearance
Nice To Haves
- Casino industry preferred, but not required
- Attending or completion of an accredited Computer Technical degree desired
Responsibilities
- Handle calls covering a large range of issues from hardware failures, to software configuration problems, user training, and general property emergencies related to IT
- Actively work trouble ticketing queue ensuring that all issues are prioritized and resolved to customer’s satisfaction
- Assist in troubleshooting system software and hardware issues
- Understand customer dynamics and needs at all levels (end-user to executive)
- Partner with other IT team members and vendors to resolve problem tickets
- Support all end user devices
- Troubleshoot Network Infrastructure
- Follow a IT escalation Policy & Procedures
- Maintain documentation and knowledge base, along with general training of other IT staff and end users where appropriate
- Strongly exhibit good customer services skills
- Perform other duties as deemed necessary for the success of the department
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
