Horseshoe Tunica IT Deskside Support Specialist (FT)

Position Summary
Performs advanced Deskside support problem determination and resolution and tracks all technology request reported to I.T. Technical lead for Deskside support services providing technical training for end users, standard operating procedures, problem management and trend analysis, standard operating system images for computing environment, support for technology projects, and support for the Engineer team as needed. Consistently demonstrates superior customer service skills to internal and external guest by displaying Spotlight on Success behaviors. Maintains upbeat, positive attitude, friendly and helpful demeanor, positive energy and enthusiasm from one interaction to the next. Utilizes smiles and frequent eye contact and friendly tone of voice to project warmth and friendliness. Anticipates needs of the guest and provides fast, flawless service.
Essential Job Functions
Performs advanced Deskside computing problem determination and resolution and uses Remedy to manage all tickets reported to I.T. Responsible for providing advanced problem determination for the following platforms, systems and applications including but not limited to: Platforms ? Microsoft Windows 7, Audio/Video, Desktop PC's, Laptops, Printers, POS devices, Telephones, Network device connectivity, AS400 command language, Active Directory Computer OU management. Systems - Device setup, configuration and connectivity for CMS, LMS, Micros, Key system, Time and Attendance, and SDS. Applications - Microsoft Office, Remedy, and APS. Responds to IT tickets to ensure all problems and service requests are resolved per standard operating procedure service level agreements. Provides advanced support for all Deskside software and hardware, problem determination and isolation, analyzing problem data, performing data analysis, documenting findings, and communicating final resolution to clients and users. Responsible for completion and documentation of all assigned day-to-day tasks/activities per the daily work schedule for each system and shift. These functions include advanced support for clients/users requests, and other duties to assist the Engineer team as needed. Maintains standard operating procedures for Deskside support platforms, applications and systems. Uses Remedy to track and close all client/user calls/problems reported to I.T. Ensures the computer/equipment rooms are maintained and in a clean and orderly condition. Monitors and reports system performance issues per standard operating procedures. Participates in department driven projects. Maintains the confidential nature of matters pertaining to company records, policies and customer lists. Performs all duties in a manner that ensures the I.T. Department will meet or exceed the measurable objectives for service level to clients/users and system availability.
Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy. Politely gives consistent, timely and accurate information and finds answer when unsure. Acts as a role model and always presents oneself as a credit to Caesars Entertainment and encourages other to do the same. Meets the attendance guidelines of the job and adhere to regulatory, departmental and company policies.
HS, GED or equivalent experience preferred. Minimum of three years in computer support with at least two years of advanced technical support. Strong personal computing skills. Knowledge of computer system installation, troubleshooting, problem determination, and restoration techniques. Intermediate knowledge of networking technologies, electronic hardware and software, real-time systems, and mission-critical systems. Excellent technical communication skills and experience in dealing with user problems. Extended knowledge of I.T. support operations and user environments. Strong analytical and problem solving skills. Ability to communicate with all levels of management in a clear, friendly, and confident manner. Must be able to get along with co-workers and work as a team. Must present a well-groomed appearance. Must be able to maneuver around computer office/work areas, effectively work in high traffic areas and respond to visual and aural cues. Must have the manual dexterity to operate a computer and other necessary office equipment. Must be self-motivated and be able to handle more than one function at a time by being well organized. Must be able to read, write, speak and understand English. Good mathematical and clerical aptitude for accurate record keeping. Excellent customer service skills a must. Must be able to obtain a gaming license as required by State Regulatory .
Decision Making/Problem Solving
Handle management of medium sized projects without supervision by providing management/leadership to the team and tracking time.
Possess excellent time management skills. Will consistently have multiple open items including projects, documentation, procedural support that must be prioritized and managed.
Exercise judgment when analyzing problems to determine if it warrants escalation.
Exercise judgment when determining whether to request hardware or software support and/or repair and determine when to escalate problems.
Serves as "on-call" Engineer as required
Physical/Mental Demands:
Physically mobile with reasonable accommodations including the ability to lift up to 50 lbs., and the ability to push, pull, reach, bend, twist, stoop and stack.
Excellent oral and written communication skills.
Must be fluent and literate in English.
Must be able to respond calmly and make rational decisions.
Must be able to listen and respond to visual and aural cues.
Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality.
Is able to work in smoke filled environment, and is able to sit and stand for prolonged periods of time.
Must have consistent available transportation
Ability to note audio or visual warnings or error messages from systems

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