IT Support Specialist II

WE ARE CAESARS

At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.

Our Mission
: “Create the Extraordinary”

Our Vision
: “We create spectacular worlds that immerse, inspire and connect you. We don’t perform magic; we create it with excellence.”

Our Values
: “Blaze the Trail, Together We Win, All-In on Service”

Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

Work with Property IT Management and Enterprise IT to support business technology, computer system and data communication systems; responsible for providing first-level support function for end-user and customer facing technology. Also performs support for telephones and related technologies; may also support audio and video systems and special event set‑ups. As a Support Specialist II, use best knowledge and judgment to determine the best method of solutions.

• Prioritize and respond to technology related Incidents and Service Requests calls and ensure all client/user support and service requests are handled or escalated in a timely manner, ensuring updates and resolutions for incidents, service requests, problem tasks, and change tasks are communicated to end-users and business partners as appropriate.
• Provide in-person and remote first-level support and request response for customer-facing and end-user systems including software and hardware for all platforms.
• Assist in problem determination/isolation and analysis of problem data, root cause analysis and mitigation for customer-facing and end-user systems, deciding when to escalation complex problems to senior level IT staff and service provider/vendors as necessary.
• Assist in execution and verification of impact to IT Change Tasks that are impactful to property operations.
• Responsible for completion and documentation of all assigned day-to-day tasks/activities per the scheduled shift for various systems. These functions can include first level support for clients/users requests, marketing/hospitality/gaming special events, printing, and other duties as required.
• Participate and provide analyses for Vulnerability Remediation activities for customer-facing and end-user systems and other technologies as necessary.
• Update procedures and documentation for select platforms.
• Perform entry-level and intermediate technical tasks/repairs on all desktop, end-user, customer-facing platforms.
• Use the Service Management System to track and close all client/user incidents, requests, change, and problem activities.
• Prioritize and ensure the computer/equipment room is maintained at prescribed temperature levels and in a clean and orderly condition.
• May provide one-on-one training for Support Specialists and end-users.
• Monitor and report system performance issues as necessary.
• Participate in technology-related projects as necessary.
• Maintain confidentiality in matters pertaining to company records, policies, and customer lists. Dispose of physical assets containing sensitive data as determined by management and prescribed by Information Security Policy.
• Perform all duties in a manner that ensures the I.T. Department will meet or exceed the measurable objectives for service level to customers and end-users and system availability.
• Maintain property technical asset inventory including but not limited to PC/Laptops, kiosks, and to Point of Interaction POS devices.
• Act as a role model to other employees and always present oneself as an asset to Caesars Entertainment and encourage others to do the same.
• Adhere to all regulatory, company and department policies and procedures.
• Not a remote worker position, however, some remote work may be required.
• Complete all other duties as assigned.

At Harrah’s and Caesars Republic Lake Tahoe, we want you as a…