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.