Specialist - IT Support

Wynn Las Vegas

Las Vegas, NV, United States

3 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

2 years minimum

Working hours

Regular working hours

Job source

www.wayup.com

Tech stack

Microsoft Word Microsoft Excel Multitier Architecture IEEE 802.1X Microsoft Windows Wireless LAN Active Directory Android Software Development Apple IOS User Authentication Microsoft Outlook Client Server Models

+28 more

Google Chrome Cloud Computing Computer Networks Dynamic Host Configuration Protocol Domain Name System (DNS) Microsoft Exchange Server Web Browsers Internet Control Message Protocol Issue Tracking Systems Virtual Private Networks (VPN) Microsoft Office Network Configuration and Change Management Microsoft PowerPoint Remote Access Technology Remote Desktop Services RSA (Cryptosystem) TCP/IP Wide Area Networks Web Applications Windows Phone Wireless Networks Network Routers Transport Layer Security File Transfer Protocol (FTP) Load Balancing Firewalls (Computer Science) Computer Equipment User Administration

Job description

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.

Requirements

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.