Job Description

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.