Field Support Analyst (IT Support)

Job Description

Job Description:

• Supports a 24/7 enterprise which is comprised of a wide array of technology hardware and software.
• Responds to team member request and service tickets, troubleshoots, and escalates issues pertaining to production systems.
• Participates in Information Technology (IT) projects under the direction of Assistant General Manager and Senior Leadership team while maintaining an organized, clean, and safe work environment throughout the enterprise.
• Conducts and audits asset tracking and recovery, inventory management, telecom/network maintenance, vendor management, and process improvement activities.
• Configures and images laptops, desktops and other endpoint devices with standard policies to comply with security baselines.
• Provides written and verbal status reports, communicates and updates customers and team of issues, and updates online diagrams and documentation.  Reinforces service level agreements, as needed.
• Interfaces with 3rd party manufactures to coordinate system upgrades, changes, and maintenance activity to provide lifecycle system support.
• Documents troubleshooting and resolution steps via the existing knowledge base program to reduce resolve time.
• performs other duties as assigned to support the efficient operation of the department.

Qualifications

Qualifications:

• Associate degree in Computer Science or related field is required.
• Minimum of two (2) years of relevant IT work experience is required.
• Minimum of two (2) years computer experience [working directly with workstations, servers, phone systems, mobile devices, networking, or printers].
• Equivalent combination of education and progressive, relevant, and direct experience may be considered in lieu of minimum educational/experience requirements indicted above.
• Technical troubleshooting experience including documented ability to analyze and diagnose network, computer, and or telecom issues.
• Ability to solve technical problems, work well under stress, and follow instructions.
• Customer service and vendor management experience is preferred.
• Experience working in Casino or Gaming industry is preferred.
• Exceptional customer service skills and the ability to communicate effectively with all level enterprise.
• Ability to de-escalate tense situations to problem-solve effectively.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed individual with keen attention to detail and proven analytical and prioritize and execute task in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Must present a professional approach within each opportunity.
• Ability to work any assigned shift (day/swing, graveyard).
• Responsible for maintaining confidentiality of sensitive and/or classified types of information documents.