Support Specialist I**- Full Time (Caesars Atlantic City/CES)

• Performs problem determination and resolution, recording all reported trouble situations. Responsible for providing first-level support functions on desktop devices such as personal computers, laptops, printers, scanners, keyboards, computer mouse, card swipes, card embossers, Point of Sale terminals and PC based kiosks. Also performs support for telephones and related installations; may also support audio and video system set-ups.
  

DIRECTLY SUPERVISES:

n/a

**Atlantic City Operations

KEY JOB FUNCTIONS :

• Respond to incident and service request tickets; ensure all client/user support requests are handled or escalated in a timely manner
• Provide first-level support/configuration for all systems including software and hardware for all platforms, problem determination/isolation/repair/analyzing problem data, performing data analysis, documenting findings, escalating complex problems to the appropriate staff of service vendor and communicating final resolution to clients and users
• Support installation and implementation of connectivity for desktop devices and telephone equipment
• 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 first-level support for client/user requests, printing, routing and other duties.
• Maintain up to date procedures and documentation for all desktop platforms
• Perform intermediate technical tasks/repairs on all desktop platforms
• Use established process to track and close all reported client/user calls/problems
• Ensure the computer/equipment room is maintained at prescribed temperature levels and in a clean and orderly condition
• Provide one-on-one training to clients/users
• Monitor and report system performance issues as necessary
• Participate in department driven projects
• Maintain the confidential nature of matters pertaining to company records, policies and customer lists; shred sensitive reports or other documents as determined by management
• Maintain log of all system downtime; report extended downtime
  

EDUCATION and/or EXPERIENCE:

Associate’s degree in a computer science-related field, or equivalent technical training. Some training in telephony field beneficial. Minimum one year experience in a technical support role; prior work experience in a desktop support environment preferred. Demonstrated technical/troubleshooting skills in the desktop environment and related hardware and software products

QUALIFICATIONS:

• Strong personal computing skills; ability to be trained in supporting various desktop configurations
• Strong communication and customer service skills
• Good analytical. problem-solving and organizational skills
  

WORK ENVIRONMENT :

Diverse, fast-paced, deadline driven, multi-project coordination, prioritizing and flexing to accommodate last minute requests and changes.

Disclaimer
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).