Technical Support Analyst - Onsite

Introduction

Overview

• Health Benefits Insurance package effective Day 1: Medical, Dental, Vision, Life, and Short-Term Disability for FT team members
• $700 Referral Bonus Program ($350 at 90 days $350 at 6 months) – for Team Members who refer new applicants
• Discounted Casino bus tickets
• Discounted RTD EcoPass
• Hot meal served by the Leadership Team once a month
• 20% discount for Starbucks, Ara Spa, and all food outlets
• 100% Colorado Gaming License reimbursement after 90 days of employment
• Hotel discounts available at all 43 PENN properties, plus discounts on goods and services
• Education reimbursement program and Annual Scholarship Program
• Career development opportunities

Responsibilities

• Creates framework for property user profile interfaces as they relate to Company systems and networks.
• Analyzes hardware, software, and computer system functional specifications to determine property and business needs. Partners with property leadership to implement products, systems, and specifications from analysis outcomes.
• Performs the installation, repair and preventative maintenance of personal computer equipment and related systems.
• Performs root cause analysis, develops checklists for typical problems, and creates procedures and internal control changes for problem prevention.
• Creates standard operating procedures and user guides and contributes to technical procedural documents before they are published.
• Demonstrate creativity in analyzing issues, determining application testing and in recommending solutions to complex IT scenarios.
• Performs user administration duties as needed, including but not limited to account activation, termination, and local system administration.
• Performs installation, repair, maintenance on audio-video systems, kiosks and other embedded systems as needed.
• Responsible for responding to, documenting, and resolving service tickets in a timely manner according to applicable service level agreements (SLAs).
• Resolves and tracks simple and complex end user software/hardware computer problems and identifies technology needs that will improve business processes.
• Responsible for operation and programming of phone systems, including but not limited to, moves, adds, changes, providing updating phone lists, wire installation and systems analysis and
• Assists with inventory control for all hardware/software; maintains equipment organization to help expedite service.
• Supports, promotes, and demonstrates superior customer service in accordance with department and company standards and programs. 
• Assists with the remote access process when vendors need to provide support for upgrades and troubleshooting issues.
• Consults with vendors, Corporate, and property leadership to determine specific application needs, upgrades and overall system improvements as needed. Completes profile request administration for network and property systems; Add/change/modify end user access according to department and regulatory policy.
• Serves as a department liaison with external vendors to improve customer service and reduce issues within the IT environment.
• Responsible for ensuring compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• Perform all job duties in a safe and responsible manner.

Requirements

• Must be at least 21 years of age.
• Associate’s degree in computer technology or related field and three years related experience or training; or equivalent combination of education and experience.
• Knowledge of a wide variety of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, printers and peripherals, and a variety of software applications (desktop, client-server, browser-based, etc.).
• Experience in operating systems, software tools and project management methodologies required.
• Must be highly proficient in all Microsoft applications.
• Must have working knowledge of current Windows operating systems.
• Must have working knowledge of networking fundamentals and Microsoft active directory administration.
• Must have experience supporting current Microsoft Office suites, troubleshooting computer hardware, software, and operating systems, and performing computer imaging and restoration.
• Must have excellent verbal and written communication skills.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.

Salary : $350