IT Support Analyst

About the role

Creates framework for property user profile interfaces as they relate to Company systems and networks. Analyzes hardware, software, and computer system functional specifications to determine property and business needs. Partners with property leadership to implement products, systems, and specifications from analysis outcomes.

Responsibilities

• Performs the installation, repair, and preventative maintenance of personal computer equipment and related systems.
• Performs root cause analysis, develops checklists for typical problems, and creates procedures and internal control changes for problem prevention.
• Creates standard operating procedures and user guides and contributes to technical procedural documents before they are published.
• Demonstrates creativity in analyzing issues, determining application testing, and recommending solutions to complex IT scenarios.
• Performs user administration duties as needed, including but not limited to account activation, termination, and local system administration.
• Performs installation, repair, and maintenance on audio-video systems, kiosks, and other embedded systems as needed.
• Responds to, documents, and resolves service tickets in a timely manner according to applicable service level agreements (SLAs).
• Resolves and tracks simple and complex end-user software/hardware computer problems, and identifies technology needs that will improve business processes.
• Operates and programs phone systems, including moves, adds, changes, providing updated phone lists, wire installation, and systems analysis.
• Assists with inventory control for all hardware/software; maintains equipment organization to help expedite service.
• Supports, promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• Assists with the remote access process when vendors need to provide support for upgrades and troubleshooting issues.
• Consults with vendors, Corporate, and property leadership to determine specific application needs, upgrades, and overall system improvements as needed.
• Completes profile request administration for network and property systems; adds/changes/modifies end-user access according to department and regulatory policy.
• Serves as a department liaison with external vendors to improve customer service and reduce issues within the IT environment.
• Ensures compliance with all regulatory requirements within the area of responsibility and reports potential issues to management.
• Performs all job duties in a safe and responsible manner.

Requirements

• Must be at least 21 years of age.
• Associate’s degree in computer technology or related field and three years of related experience or training; or equivalent combination of education and experience.
• Knowledge of a wide variety of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, printers and peripherals, and a variety of software applications (desktop, client-server, browser-based, etc.).
• Experience in operating systems, software tools, and project management methodologies required.
• Highly proficient in all Microsoft applications.
• Working knowledge of current Windows operating systems.
• Working knowledge of networking fundamentals and Microsoft Active Directory administration.
• Experience supporting current Microsoft Office suites, troubleshooting computer hardware, software, and operating systems, and performing computer imaging and restoration.
• Excellent verbal and written communication skills.
• Must obtain Gaming Permit.
• Must successfully complete ServSafe Alcohol training.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to interact with guests, staff, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.

Benefits

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being.

• Day-one medical coverage.
• 401(k) matching.
• Annual performance bonus.
• Paid time off earned according to the local policy and increases with the length of employment.