User Support Specialist

Specific Functions Handle calls covering a large range of issues from hardware failures, to software configuration problems, user training, and general property emergencies related to ITActively work trouble ticketing queue ensuring that all issues are prioritized and resolved to customer’s satisfactionAssist in troubleshooting system software and hardware issues.Understand customer dynamics and needs at all levels (end-user to executive)Partner with other IT team members and vendors to resolve problem ticketsSupport all end user devicesTroubleshoot Network InfrastructureRequired to follow a IT escalation Policy & ProceduresMaintain documentation and knowledge base, along with general training of other IT staff and end users where appropriate.Strongly exhibit good customer services skillsPerform other duties as deemed necessary for the success of the department. Qualifications Must have at least one year of experience as Computer Support Technician. Casino industry preferred, but not required.High School Diploma or equivalentAttending or completion of an accredited Computer Technical degree desiredMust be skilled in configuration/troubleshooting & working knowledge of Microsoft Windows OS(Current Versions)Basic network installation (Jack Activation, cross connecting, cable termination, closet punch-downs, line toning, etc.)Basic Knowledge of Active Directory & DNSExperience in working with Microsoft Office Products (Current Versions)Experience with configuring & troubleshooting Smart Phones & TabletsUpgrade/diagnose/repair components related to a PC & POS Devices (Printers, Scanners, Bar Code Readers)Possess specific knowledge to Windows OS commandsExperience with installing and upgrading PC’s hardware & softwareKnowledge with Thin ClientsAbility to learn new technologiesAbility to work in a fast-paced multiple project environment on an independent basis and with minimal supervision.Ability to lift and carry 50 pounds.Communicate effectively in English, in both written and oral forms.Must have interpersonal skills to deal effectively with all business contacts.Maintain a professional, neat and well-groomed appearanceWork varied shifts, including weekends and holidays.