Support Specialist I
Company: IT Avalon
Location: Las Vegas
Posted on: January 24, 2023
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Job Description:
**On-Site - Las Vegas, NV - 1099 Only
Position Summary:
Performs problem determination and resolution and records all
trouble situations reported to I.T. Provides basic training to
Support Technicians and users. Responsible for providing first
level support functions on all platforms including but not limited
to: AS/400, PCs, Telephony, Enterprise Networks, NT Server, UNIX
and on all applications including but not limited to: LMS, CMS,
Events, SDS, Pit Player Tracking, Saflok, Point of Sale, Time and
Attendance, and audio and video systems.
Essential Job Functions:
Respond to telephone help calls and ensure all client/user support
calls and service requests are handled or escalated in a timely
manner.
Provide first-level support for all systems including software and
hardware for all platforms, problem determination/isolation,
analyzing problem data, performing data analysis, documenting
findings, escalating complex problems to the appropriate I.T. staff
or service vendors and communicating final resolution to clients
and users.
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
clients/users requests, systems backups, printing, routing, and
other duties.
Maintain the latest procedures and documentation for all
platforms.
Perform intermediate technical tasks on all platforms.
Use the help desk log to track and close all client/user
calls/problems reported to I. T.
Ensure the computer/equipment room is maintained at prescribed
temperature levels and in a clean and orderly condition.
Provide one-on-one training for Support Technicians and
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 reports containing
sensitive data as determined by management.
Maintain a log of all system downtime and report all extended
downtime to the supervisor and/or manager.
Perform all duties in a manner that ensures the I.T. Department
will meet or exceed the measurable objectives for service level to
clients/users and system availability.
Maintain property technical asset inventory.
Skill/Experience/Education
Mandatory Knowledge And Skills: College training equivalent to
Bachelors degree in Computer Science or equivalent technical
training. Background experience in technical computer support
environment preferred. Some training in the data processing field
beneficial. One year minimum in a technical support role. Strong
personal computing skills recommended. Demonstrated
intermediate-level technical skills in all platforms. Ability to be
trained in multiple platforms. Basic knowledge of computer
operations and users environments. Intermediate-level skills
related to troubleshooting on multiple platforms, problem
determination, restoration techniques, and related hardware and
software products. Intermediate knowledge of network topologies.
Excellent communication skills. Intermediate analytical and problem
solving skills. Must have good customer service skills Must be well
organized and detail oriented and be able to perform many tasks at
one time. Available to work in a 24 hour, 7 day a week environment.
Ability to work in a high-pressure, fast paced environment.
Decision Making/Problem Solving Exercise judgement when analyzing
problems to determine if it warrants escalation. Contacts Internal
Daily contact with I.T. customers to provide installation and
support of all hardware platforms. Expected to interact with all
grade levels and skill levels of employees in person and over the
telephone. Will participate on teams within the property for new
equipment or procedures.
Keywords: IT Avalon, Las Vegas , Support Specialist I, Other , Las Vegas, Nevada
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