TECH SUPPORT I

Caesars Entertainment
Reno, NV Full Time
POSTED ON 7/3/2023 CLOSED ON 7/25/2023

What are the responsibilities and job description for the TECH SUPPORT I position at Caesars Entertainment?

Responsibilities

 

· Provide specialized technical problem solving and problem resolution skills

 

· Responds to telephone helpline calls and ensures all client/user support calls and service requests are handled or escalated in a timely manner.

 

· Provides 1st level support for all systems including software and hardware for all platforms, problem determination/isolation, analyzing problem data, performing data analysis, documenting findings, escalating complex problems to the I.T. staff or service vendors and communication final resolution to clients and users.

 

· Responsible for completion and documentation of all assigned day-to-day tasks/activities per the Daily Work Schedule for each system and shift. These functions include 1st level support for clients/users requests, systems backups, printing, routing, and other duties.

 

· Maintain the confidential nature of matters pertaining to company records, policies, and customer lists. Ensure reports containing sensitive data as determined by management are shredded.

 

· Maintain a log of all system downtime and report all extended downtime to the supervisor and/or manager.

 

· Install, upgrade and maintain various hardware & software products..

 

· Update’s procedures and documentation for all platforms, including performing intermediate technical tasks.

 

· Uses the help desk log to track and close all client/user calls or problems.

 

· Perform all duties in a manner that ensures the I.T. Department will meet or exceed the measurable objectives for service level to clients/users and system availability.

 

· Ensures the computer/equipment room is maintained at prescribed temperature levels and in a clean and orderly condition.

 

· Provides one-on-one training for client/users as needed.

 

· Monitors and reports system performance issues as necessary.

 

· Participates in department driven projects.

 

· Maintains property technical asset inventory.

 

· Adheres to all regulatory, company and department policies and procedures.

 

· Exercise judgment when analyzing problems to determine if it warrants escalation

 

· Practices, and adheres to system management criteria and policies and procedures.

 

· Completes all other duties as assigned.

 

REQUIREMENTS:

 

· Associate degree in computer science or equivalent job experience

 

· 2-3 years’ work experience in a technical support environment, supporting multiple high-end computer systems. Strong personal computing skills recommended.

 

· Maintains property technical asset inventory.

 

· Intermediate skills related to troubleshooting on multiple platforms, problem determination, restoration techniques, and related hardware and software products.

 

· Excellent communication and customer service skills required.

 

· Ability to work in a fast paced and high-pressure work environment.

 

· Understand and comply with Policies and Procedures, Job Description, daily memorandums, and other instructions

 

JOB DEMANDS:

 

· Lifts up to a maximum of 50 lbs. and must be able to carry objects weighing up to 25 lbs.

 

· Must be able to work in areas containing high noise levels, bright lights and dust.

 

· Requires some pushing and climbing.

 

· Requires very frequent twisting, stooping, bending, kneeling and reaching overhead.

 

· Must be able to respond to touch, speech, aural and visual cues.

 

· Must be able to maneuver all areas of the casino without restrictions throughout property.

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