Specialist - IT Support

• Provide 1st level support to the business users, by analyzing and resolving IT problems via phone and remote desktop solutions. • Support/troubleshooting of moderately difficult hardware, software, network, mobile device, remote user and phone related issues within a large enterprise environment. • 1st level identification and escalation of Major Incidents using the approved IT process. • Document all work performed through a ticket tracking system and effectively track and route incidents to the appropriate teams within IT • Assist in creating knowledgebase articles. • Work closely with other support teams including desktop support, NOC, application support, project managers and engineers to resolve technical issues. • Stay current with system information, changes and updates. • Follow all standard Service Desk policies and procedures. • Assist with moving equipment from time to time. • Other Supervisor-assigned duties as necessary. • Minimum of 2 years demonstrated, recent support/troubleshooting experience in all aspects of Windows 10, MS *Office 365, Microsoft Edge and Google Chrome • Demonstrated experience in a customer service role within an IT support team. • Strong MS Office 365 and Cloud environment knowledge both from a user and troubleshooting perspective, especially Outlook, Excel, Word, and PowerPoint. • Demonstrated ability to setup and configure mobile devices of all OS types, Android, Apple iOS, Windows Phone. • Understanding of Microsoft Exchange and experience supporting users working with Outlook 365 preferred. • Solid understanding of the components of PC hardware and previous experience installing Operating Systems and software on to bare hardware. • Previous experience supporting Casino/hotel related proprietary applications preferred. • Excellent written and oral communication skills. • Excellent problem analysis and solving skills. • The Help Desk is a 24x7 operation. Candidates must be very flexible and willing to work during holidays and on shifts as required. • Shifts may be changed based on coverage requirements and special events. • Candidates may be asked to work longer hours on a case-by-case basis. • Must be able to learn quickly and be very self-sufficient with limited training required. • Candidates must be able to cope with stressful situations and frustrated customers in a calm and appropriate manner. • Self-starter, dependable and accurate in completing responsibilities with strong attention to detail. • Demonstrated ability to multi-task and work independently with minimal supervision. • Adhere to internal IT Policy and Procedures as it relates to helpdesk operations. • Candidates may be required to lift/move PCs and other IT equipment up to no more than 40lbs. May also be required to push/pull carts greater than 40lbs. The following experience/knowledge is a plus: • 2-4 year degree in a Technical field • IT related certifications preferred – e.g. A+, Network+, Security+, ITIL or MCP. • Understanding of basic ITIL principals preferred. • Basic understanding of application architectural principals and technologies in relation to client/server, n-tier, asynchronous message hub and web-based. • Basic understanding of networking concepts, including LAN/WLAN/WAN, TCP/IP, ICMP, 802.1x authentication, 802.11 wireless networking, DNS, DHCP, VPN, RSA, proxy, certificates and FTP (SSL & SSH) and ability to remotely troubleshoot connectivity issues for end users. • Basic understanding of types of network and server equipment, like firewalls, routers, switches, load balancers, blades, chassis, racks and SAN. • Demonstrated ability to support remote users over VPN technologies and get them operational without access to see their computer or remote network configuration