Job Title : IT Support Technician
Department : Information Technology
Property : Harrah's Council Bluffs
Shift : Varies
Status : Full-Time

Performs beginning level shift procedures and provides basic problem determination and resolution. Records all trouble situations reported to I.T. Provides beginning level support functions on all platforms including but not limited to: AS/400, PCs, Telephony, Enterprise Networks, Windows 2000 Server, UNIX and on all applications including but not limited to: LMS, CMS, Events, SDS, SSD, Optical, Saflok, Point of Sale, and Time and Attendance. This is a trainee level position.

Job Description:
Respond to telephone help calls and ensure all client/user support calls and service requests are handled or escalated in a timely manner.

* Provide first-level support for all systems including software and hardware for all platforms, problem determination/isolation, analyzing problem data, performing data analysis, documenting findings, escalating complex problems to the appropriate I.T. staff or service vendors and communicating final resolution to clients/users.
* Complete all shift tasks including meeting timelines, scheduling jobs, and documenting completion of tasks.
* Perform beginning technical tasks on all platforms.
* Use the help desk application (Applix) to track and close all Client/User calls/problems reported to I. T.
* Ensure the computer/equipment room is maintained at prescribed temperature levels and in a clean and orderly condition.
* Participate in department driven projects.
* Add and remove users form I.T. systems in accordance with established procedures.
* Notify senior support specialists of system security gaps or violations.
* Maintain the confidential nature of matters pertaining to company records, policies, and customer lists. Shred reports containing sensitive data as determined by management.
* Give input to the Support Specialist I, when changes in documentation are necessary.
* Perform all duties in a manner that ensures the I.T. Department will meet or exceed the measurable objectives for service level to Clients/Users and system availability.
* Provide Status Reports of projects outside the scope of normal daily operations.

Qualifications:
Associate or technical degree in Computer Science or business equivalent preferred or equivalent experience. Background experience in a casino or hotel environment and/or technical computer support environment preferred. Some training in the data processing field beneficial.
* Basic knowledge AS/400 computer systems and/or PC’s operating systems, hardware, and software and the ability to be trained in multiple platforms.
* Good communications skills.
* Basic analytical and problem solving skills.
* Good customer service skills.
* Must be well organized and detail oriented and be able to perform many tasks at one time.
* Available to work in a 24 hour, 7 day a week environment.
* Ability to work in a high-pressure, fast paced environment.
* Must have visual acuity.
* Must have constantly available transportation.
* Must have home phone or cell phone.
* Ability to note audio or visual warnings or error messages from system.
* Able to lift, carry, push, pull, handle, reach or grip 50 pounds, above or below shoulders

Exhibit a positive attitude in responding to telephone help calls and ensuring all client/user support calls and service requests are handled or escalated in a timely manner.

The ability to perform beginning technical tasks on all platforms.

Must have knowledge or the ability to obtain knowledge of rules, procedures and regulations pertaining to Information Technology operations.

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