Field Support Analyst I

Essential Duties And Responsibilities

• Supports a 24/7 enterprise which is comprised of a wide array of technology hardware and software.
• Responds to team member requests and service tickets, troubleshoots, and escalates issues pertaining to production systems.
• Participates in IT projects under the direction of operational leads and IT leadership while maintaining an organized, clean, and safe work environment throughout the enterprise.
• Participates in 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 on issues, and updates online diagrams and documentation.
• Reinforces service level agreements, as needed.
• Interfaces with 3rd party manufacturers 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.

  Education, Experience And Qualifications

  • A High School Diploma or GED is required.
  • Minimum two (2) years of computer experience [working directly with workstations, servers, phone systems, mobile devices, networking, or printers] is required.

  Knowledge, Skills And Abilities (ksa)

  • 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 levels of the 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 absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed individual with keen attention to detail and proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks 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.