It Support Services Tech Ii

Job Title

This role is based on property and is an on-site position.

Participates in the selection, acquisition, implementation, and ongoing support of personal computer hardware, software, and application systems to provide solutions necessary to satisfy operational needs.

Image, deploy, configure, maintain, and troubleshoot Windows-based desktop and laptop computers, software applications, peripheral devices, and network connectivity issues in accordance with company standards.

Provide technical support to associates via phone, remote support tools, email, walk-up requests, and on-site support, ensuring timely and professional resolution of technology-related issues.

Manage incidents and service requests through the Information Technology Service Management (ITSM) platform, ensuring accurate documentation, prioritization, escalation, and resolution in accordance with established Service Level Agreements (SLAs).

Participate in Incident and Problem Management activities by identifying recurring issues, documenting findings, and escalating trends for further analysis and resolution.

Maintain hardware, software, mobile device, and peripheral inventories in support of IT Asset Management processes and procedures.

Independently troubleshoot and resolve end-user issues while maintaining accurate documentation and resolutions within the help desk system.

Support and monitor IBM iSeries and Windows (Intel-based) server environments, escalating issues to senior technical staff as appropriate.

Provide on-site technical support throughout the Casino/Hotel property, including support of end-user workstations, network-connected devices, point-of-sale equipment, kiosks, slot system devices, imaging systems, key lock systems, and other technology assets.

Escalate complex issues to the appropriate technical teams while maintaining ownership, communication, and follow-through through resolution.

Assist Tier I technicians by sharing technical knowledge and best practices when appropriate.

Collaborate with other IT teams and vendors to coordinate issue resolution, maintenance activities, and service improvements.

Demonstrate the ability and willingness to continuously learn emerging technologies, telecommunications systems, VoIP applications, mobile technologies, and line-of-business applications in support of associates and business operations.

Comply with all New Jersey regulatory requirements.

Three to five years of experience in desktop support, service desk operations, or end-user computing support, preferably within a casino, hospitality, healthcare, financial services, or other highly regulated environment.

Experience imaging, deploying, configuring, and supporting Windows 10/11 desktop and laptop computers.

Experience installing, configuring, and troubleshooting software applications and operating systems.

Working knowledge of TCP/IP networking, wireless networking, VPN connectivity, and network troubleshooting techniques.

Experience providing technical support via phone, remote support tools, and in-person/on-site support.

Experience working with ITSM ticketing platforms and help desk systems.

Understanding of ITIL fundamentals, including Incident Management, Problem Management, Service Request Fulfillment, Change Management, and IT Asset Management.

Demonstrated ability to manage multiple incidents, service requests, and priorities in a fast-paced environment.

Strong customer service, verbal communication, phone support, and written communication skills.

All applicants must be able to perform the essential functions of this position, with or without reasonable accommodations.

Essential Physical Functions

Standing

Walking

Sitting

Kneeling

Running

Lifting Max Weight: 75lbs

Pushing Max Weight: 75lbs

Pulling Max Weight: 75lbs

Carrying Max Weight: 75lbs

Bending

Stooping

Climbing Stairs

Working at a Height Level Above The Floor Max Height:

Working at a Height Level Above The Floor Max Height:

Finger Dexterity

Full Use of Both Hands

Crawling

Balancing

Throwing

Twisting

Reaching Max Height:

Driving

Working On or With Moving Machinery

Working at Rapid Work Speed

Working in Isolation

Working Around People

Heari…