POSITION SUMMARY:
Under the general direction of the Manager, IT Support Services, the IT Support Specialist plays a critical role in delivering 1st & 2nd level technical support to maintain the smooth operation of technology systems & devices across our entertainment locations & home office. This position is responsible for ensuring adherence to policies & procedures while fostering a safe & welcoming work environment. The incumbent will bring technical expertise, excellent communication skills, & a commitment to customer satisfaction.
KEY ACCOUNTABILITIES:
End User Troubleshooting & Issue Resolution
- Perform initial assessment of service desk requests.
- Perform appropriate troubleshooting for application, system, & network environments.
- Define and resolve IT issues, escalating when required.
- Review and action new and existing tickets in the support queue, escalating when necessary.
- Address user hardware and software issues, including executive support (white glove, on-site, remote, and over-the-phone).
Hardware Support:
- Prepare and image new hardware.
- Set up workstations and laptops as needed for new hires.
- Update firmware and perform preventative maintenance on printers.
- Maintain printer supplies, toner, and paper.
- Administer Intune for mobile devices.
- Support Mobile devices, including cell phones and tablets.
- Install and provide support for VOIP systems.
- Support Meeting Room Devices including support during conferences and public events
Gaming & Guest Systems Support
- Provide comprehensive support for all back-end Gaming, Hotel and Point of Sale (POS) systems.
- Support our Gaming Management workstations, peripherals, and customer-facing devices (ticket redemption, jackpot, cash advance, ATM’s & Marketing kiosks).
- Support various audio/video platforms to ensure optimal performance.
- Manage Crestron and the Samsung Lynk cloud platforms for AV systems.
System & Network Administration Tasks:
- Perform various O365 admin tasks, including tasks in the O365 Admin Portal, Exchange Admin Center, and Teams Admin Center.
- Manage mailboxes, email groups, and user roles in Active Directory.
- Patch network cables, cross-connect bix panels, & configure data lines to ensure proper VLANs
Documentation & Knowledge Sharing:
- Create knowledge articles & training documentation to empower end users & enhance the support process.
- Maintain a working knowledge of utilized technologies.
- Identify opportunities and propose solutions for continuous improvement in IT processes & technologies.
- Maintain records of investigative, diagnostic, and corrective activities for all IT issues, including hardware & software.
System Deployment & Vendor Coordination:
- Perform system deployment activities, including remote or on-site installations.
- Collaborate with vendors and internal resources for the deployment of site-based solutions.
- Collaborate with various vendors for device installation & troubleshooting.
General Departmental Support
- Take Service Desk Calls when required.
- Take part in projects and other initiatives.
- Take part in a 24 hour on-call rotation.
EDUCATION AND QUALIFICATIONS:
- Minimum 2 to 5 years of experience in IT support & customer service
- Azure experience preferred.
- Post-secondary education in IT or a suitable combination of education & experience.
- Customer-centric, personable individual with a passion for IT innovation & a commitment to self-improvement.
- Ability to exceed internal & external customer expectations through timely, effective & positive service-oriented communication.
- Proficiency in MS Office & MS Windows.
- Strong troubleshooting experience in a Microsoft Windows environment, network, workstation & laptop technologies.
- Certifications such as MCSA: Windows 10 & Universal Windows Platform, ITIL, & A+ certifications would be an asset.
- Valid Class G Driver’s License.
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