It Support Services Tech Ii

Essential Mental Functions

• (F) Writing English

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.

• Must be able to work ON-SITE in an environmentally controlled Network Operations Center (NOC) and Computer Room.
• Exposure to casino-related environmental factors including, but not limited to, secondhand smoke, excessive noise, and kitchen environments.
• Exposure to stressful situations related to supporting associates and business operations in a high-pressure, fast-paced environment.
• Must be able to stand, walk, and move throughout the Casino/Hotel property for an entire shift.
• Must be able to work holidays, weekends, flexible shifts, and/or unusual hours as business needs require.
• Must be flexible to work Swing Shift (subject to change).
• Must be able to lift, carry, and move technology equipment weighing up to 75 pounds.

• 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.

• Experience supporting casino-related technology and hardware, including but not limited to point-of-sale (POS) systems, kiosks, slot system devices, imaging systems, key lock systems, and…