JOB SUMMARY:
Performs advanced Deskside support problem determination and resolution and tracks all technology requests 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 guests. 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.
KEY JOB FUNCTIONS :
Performs advanced Deskside computing problem determination and resolution and uses Remedy to manage all tickets reported to I.T. Uses Remedy to track and close all client/user calls/problems 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 XP, Audio/Video, Desktop PC’s, Laptops, Printers, POS devices, Table Touch devices, NRT devices, Key box devices, Radio 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.
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.
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.
Other duties as assigned.
EDUCATION and/or EXPERIENCE:
College degree or equivalent experience preferred. Minimum of three years in computer support with at least two years of advanced technical support.
QUALIFICATIONS:
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. Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.
WORK ENVIRONMENT :
Must be able to work independently.
Must be able to sit and/or stand for long periods of time (minimum of four hours).
Demonstrates a sense of urgency while performing tasks and meeting deadlines.
Must be able to maneuver throughout all areas of the casino; from floor to floor either by stairways (minimum of 20 steps) or escalator.
Must be able to lift, carry and/or push a minimum of 40 lbs.
Must be able to stoop, kneel, bend, twist, turn, push, pull, grasp objects and the manual dexterity to operate a computer and other necessary office equipment.
Must be able to tolerate areas containing secondhand smoke, dust, loud noises and bright lights.
Must be able to work varied shifts, weekends and holidays as needed.
Disclaimer
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).
