What are the responsibilities and job description for the IT Support Tech position at Happy Valley Casino?
o you thrive in a fast-paced & exciting environment? Do you have a passion for bringing joy to others? Do you want to be part of a company that not only cares for and uplifts their team members but also the community around them? Then Happy Valley Casino may be the place for you as we introduce our premier entertainment concept to State College!
We are looking for an experienced IT Support Tech to assist useres with their company devices. This role will be responsible for the following:
Essential Functions
- Front-line support: Answer walk-ups, calls, and tickets; troubleshoot issues; aim for first-contact resolution and document steps taken.
- Device setup & moves: Image/configure devices, install applications, connect peripherals, and assist with office or floor moves.
- Microsoft 365 & meetings: Help with Outlook and Teams, shared mailboxes, calendars, and basic meeting room/AV setups.
- Accounts & access: Handle password resets, access requests, and MFA enrollment following standard procedures.
- Casino operations support: Provide user support for POS and gaming endpoints; escalate platform or server issues to the systems/network teams when needed.
- Ticket workflow: Record accurate details, keep users updated, follow service targets, and escalate appropriately.
- How-to guides: Create or update simple knowledge articles and quick start guides based on resolved issues.
- Equipment & inventory: Check devices in/out, label equipment, track inventory, and assist with hardware swaps.
- Floor coverage & events: Provide on-floor support during busy times, soft opens, or vendor activities as scheduled.
- Teamwork: Work closely with the Service Desk Manager and collaborate with Systems and Network staff on escalations and rollouts.
- On-call & work hours (24/7 environment): Pre-opening may require variable/extended hours to support installs, vendor schedules, soft-open rehearsals, and go-live checklists. Post-opening, participate in a rotating after-hours on-call schedule, including periodic evening/weekend maintenance windows and critical incidents.
- Required availability from 9:00 PM to 2:30 AM on weekdays, as well as availability on weekends.
Job Requirements
- 1–3 years of IT support/service desk experience, or an equivalent combination of education and experience.
- Comfortable supporting Windows 10/11 and Microsoft 365 (Outlook, Teams, OneDrive, Office apps).
- Basic account support: password resets, group access updates, and multi-factor authentication enrollment.
- Device setup experience (PCs, laptops, thin clients, printers, scanners); familiarity with device management tools such as Microsoft Intune/Autopilot is a plus.
- Strong customer service, clear written and verbal communication, and consistent ticket documentation.
- Willing to learn casino systems, including point-of-sale (POS) and gaming floor devices, with guidance from senior staff.
- Nice to have: CompTIA A /Network , ITIL Foundation, basic PowerShell, hospitality/casino experience.
- Must be able to work on-site in State College, PA.
- Must be approved for PA Gaming License.
What Makes Happy Valley Casino Right For You?
- Competitive Medical, Dental, & Vision Insurance
- Vacation & Sick Time That Promote Work/Life Balance
- Company Paid Life Insurance
- Retirement Options
- Free Employee Assistance Program
- Robust Employee Recognition Program
- Local and National Discount Programs Through EAP & Tickets@Work
- Unlimited growth potential