SUMMARY: Responsible for all aspects property support of all IT systems, equipment and peripheral devices. They are primary system expert for the specialty area of expertise. Provide hardware and software desktop support to employees and guests as directed. Repair or administer equipment and systems as needed. ESSENTIAL DUTIES AND RESPONSIBILITIES Candidate requirements are as follows but not limited to:
- Provide primary support for sports wagering connectivity and the Video Distribution System.
- Provide first and second level support to users for the applications used by the company.
- Analyzes management needs regarding application systems and recommends solutions to business Coordinates development efforts between the end user ( client ) and IT development and support staff.
- For projects assigned, is responsible for all aspects of project management and coordination for the project. Ensures development and implementation of detailed project. Ensures development and implementation of detailed project plans, monitoring progress against the plan(s), and reporting project status to department and company management on a regular basis. Proactively identifies issues that may impact project scope or timetable to alert management to such issues.
- Investigates and evaluates systems issues reported by clients and coordinates their resolution.
- Responsible for fulfilling the quality assurance function for new and changed application systems being implemented. This includes analyzing the changes made, testing the application to ensure the system functions properly, validating they were designed in accordance with the end user or client requirements and are properly documented; develops client documentation as appropriate.
- Coordinates client testing and training for the new or changed systems. Trains staff in the use of new or changed systems as appropriate.
- Provides ad hoc reporting for client departments on an as needed basis.
- Assists in the development of departmental standards, policies and procedures.
- Assists in the training and development of the IT Specialists.
- Work in tandem with vendor support personnel to ensure product changes are tested and successfully implemented.
- Will act as the property advocate to ensure assigned properties receive the required level of support from IT and product vendors.
- Performs other duties as assigned.
WORK CONDITIONS: Occasional evening and weekend work to meet deadlines. Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components. Lifting and transporting of moderately heavy objects, such as computers and peripherals. Physically able to participate in training sessions, presentations, and meetings. QUALIFICATION REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Bachelor's degree in computer science or equivalent combination of education and technical training and experience.
- 1 - 3 years' experience in a technical support role.
- Demonstrated intermediate-level technical skills in all platforms.
- Ability to be trained in multiple platforms.
- Basic knowledge of computer operations and users environments.
- Advanced-level skills related to troubleshooting on multiple platforms, problem determination, and restoration techniques, related hardware and software products.
- Intermediate knowledge of network topologies.
- Excellent communication skills.
- Intermediate analytical and problem solving skills.
- Must have good customer service skills.
- Must be well organized and detail oriented and be able to multi-task.
- Available to work in a 24 hour, 7 day a week environment and be on call as required.
- Ability to work in a high-pressure, fast paced environment.
LANGUAGE ABILITY Ability to read, analyze and interpret technical journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to respond to common inquiries or complaints from individuals and groups of employees, managers, or executives. Ability to effectively present information and ideas in user-friendly language. MATH ABILITY Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. REASONING ABILITY Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, etc.) in its most difficult phases. Ability to deal with a variety of abstract and concrete variables. CERTIFICATES AND LICENSES Must be able to obtain and maintain appropriate licensing from the Pennsylvania Gaming Control Board. SUPERVISORY RESPONSIBILITIES No supervisory responsibilities required. WORK ENVIRONMENT The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee occasionally works near moving mechanical parts. There is risk of electrical shock. The noise level is moderate most of the time, but, will be loud when on the casino floor. The employee will be exposed to cigarette smoke on the casino floor. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will be required to sit for extended periods of time. Employee must have excellent dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and other computer components. Employee is required to lift and transport moderately heavy objects (up to 50 lbs.), such as computers and peripherals. Employee will also have to stand, walk, reach with hands and arms, stoop, kneel and crouch in order to adequately service equipment. Employee must be able to talk and hear in order to ensure proper communication.