Specialist - IT Support

• Provide 1st level support to the business users, by analyzing and resolving IT problems via phone and remote desktop solutions.
• Support/troubleshooting of moderately difficult hardware, software, network, mobile device, remote user and phone related issues within a large enterprise environment.
• 1st level identification and escalation of Major Incidents using the approved IT process.
• Document all work performed through a ticket tracking system and effectively track and route incidents to the appropriate teams within IT
• Assist in creating knowledgebase articles.
• Work closely with other support teams including desktop support, NOC, application support, project managers and engineers to resolve technical issues.
• Stay current with system information, changes and updates.
• Follow all standard Service Desk policies and procedures.
• Assist with moving equipment from time to time.
• Other Supervisor-assigned duties as necessary.

• Minimum of 2 years demonstrated, recent support/troubleshooting experience in all aspects of Windows 10, MS *Office 365, Microsoft Edge and Google Chrome
• Demonstrated experience in a customer service role within an IT support team.
• Strong MS Office 365 and Cloud environment knowledge both from a user and troubleshooting perspective, especially Outlook, Excel, Word, and PowerPoint.
• Demonstrated ability to setup and configure mobile devices of all OS types, Android, Apple iOS, Windows Phone.
• Understanding of Microsoft Exchange and experience supporting users working with Outlook 365 preferred.
• Solid understanding of the components of PC hardware and previous experience installing Operating Systems and software on to bare hardware.
• Previous experience supporting Casino/hotel related proprietary applications preferred.
• Excellent written and oral communication skills.
• Excellent problem analysis and solving skills.
• The Help Desk is a 24x7 operation. Candidates must be very flexible and willing to work during holidays and on shifts as required.
• Shifts may be changed based on coverage requirements and special events.
• Candidates may be asked to work longer hours on a case-by-case basis.
• Must be able to learn quickly and be very self-sufficient with limited training required.
• Candidates must be able to cope with stressful situations and frustrated customers in a calm and appropriate manner.
• Self-starter, dependable and accurate in completing responsibilities with strong attention to detail.
• Demonstrated ability to multi-task and work independently with minimal supervision.
• Adhere to internal IT Policy and Procedures as it relates to helpdesk operations.
• Candidates may be required to lift/move PCs and other IT equipment up to no more than 40lbs. May also be required to push/pull carts greater than 40lbs.

The following experience/knowledge is a plus:

• 2-4 year degree in a Technical field
• IT related certifications preferred - e.g. A+, Network+, Security+, ITIL or MCP.
• Understanding of basic ITIL principals preferred.
• Basic understanding of application architectural principals and technologies in relation to client/server, n-tier, asynchronous message hub and web-based.
• Basic understanding of networking concepts, including LAN/WLAN/WAN, TCP/IP, ICMP, 802.1x authentication, 802.11 wireless networking, DNS, DHCP, VPN, RSA, proxy, certificates and FTP (SSL & SSH) and ability to remotely troubleshoot connectivity issues for end users.
• Basic understanding of types of network and server equipment, like firewalls, routers, switches, load balancers, blades, chassis, racks and SAN.
• Demonstrated ability to support remote users over VPN technologies and get them operational without access to see their computer or remote network configuration.
• Knowledge of Active Directory and application based user account management.