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Ameristar Casino Resort Spa Black Hawk · 1 day ago

Technical Support Analyst

Black Hawk, CO

Full-time

Onsite

Mid Level

$58K/yr - $65K/yr

3+ years exp

Ameristar Casino Resort Spa Black Hawk is part of PENN Entertainment, a leading provider of integrated entertainment and gaming experiences. The Technical Support Analyst will be responsible for creating user profiles, analyzing system specifications, performing installations and maintenance of computer systems, and providing superior customer service to ensure smooth operations within the IT environment.

GamingHotelResortsWedding

Responsibilities

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

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

Demonstrate creativity in analyzing issues, determining application testing and in 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, maintenance on audio-video systems, kiosks and other embedded systems as needed

Responsible for responding to, documenting, and resolving 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

Responsible for operation and programming of phone systems, including but not limited to, moves, adds, changes, providing updating phone lists, wire installation and systems analysis and

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; Add/change/modify 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

Responsible for ensuring compliance with all regulatory compliance within area of responsibility and reporting potential issues to management

Qualification

Technical SupportMicrosoft ApplicationsWindows Operating SystemsNetworking FundamentalsActive Directory AdministrationTroubleshooting SkillsCustomer ServiceVerbal CommunicationWritten Communication

Required

Must be at least 21 years of age

Associate's degree in computer technology or related field and three years 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

Must be highly proficient in all Microsoft applications

Must have working knowledge of current Windows operating systems

Must have working knowledge of networking fundamentals and Microsoft active directory administration

Must have experience supporting current Microsoft Office suites, troubleshooting computer hardware, software, and operating systems, and performing computer imaging and restoration

Must have excellent verbal and written communication skills

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

Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner