What are the responsibilities and job description for the User Support Specialist position at Treasure Island Hotel & Casino?
Specific Functions
- Handle calls covering a large range of issues from hardware failures, to software configuration problems, user training, and general property emergencies related to IT
- Actively work trouble ticketing queue ensuring that all issues are prioritized and resolved to customer’s satisfaction
- Assist in troubleshooting system software and hardware issues.
- Understand customer dynamics and needs at all levels (end-user to executive)
- Partner with other IT team members and vendors to resolve problem tickets
- Support all end user devices
- Troubleshoot Network Infrastructure
- Required to follow a IT escalation Policy & Procedures
- Maintain documentation and knowledge base, along with general training of other IT staff and end users where appropriate.
- Strongly exhibit good customer services skills
- Perform other duties as deemed necessary for the success of the department.
- Must have at least one year of experience as Computer Support Technician. Casino industry preferred, but not required.
- High School Diploma or equivalent
- Attending or completion of an accredited Computer Technical degree desired
- Must be skilled in configuration/troubleshooting & working knowledge of Microsoft Windows OS(Current Versions)
- Basic network installation (Jack Activation, cross connecting, cable termination, closet punch-downs, line toning, etc.)
- Basic Knowledge of Active Directory & DNS
- Experience in working with Microsoft Office Products (Current Versions)
- Experience with configuring & troubleshooting Smart Phones & Tablets
- Upgrade/diagnose/repair components related to a PC & POS Devices (Printers, Scanners, Bar Code Readers)
- Possess specific knowledge to Windows OS commands
- Experience with installing and upgrading PC’s hardware & software
- Knowledge with Thin Clients
- Ability to learn new technologies
- Ability to work in a fast-paced multiple project environment on an independent basis and with minimal supervision.
- Ability to lift and carry 50 pounds.
- Communicate effectively in English, in both written and oral forms.
- Must have interpersonal skills to deal effectively with all business contacts.
- Maintain a professional, neat and well-groomed appearance
- Work varied shifts, including weekends and holidays.