Job Description Responsible for delivering technology support services to users of companywide internal and external client computer systems. Assists help desk personnel to resolve complex and everyday service requests relating to client computer hardware and software problems and malfunctions; interacts and consults with help desk personnel and other IT personnel to manage client satisfaction; provides assistance, and follow-up on client inquiries. Works with IT Staff to perform client computer hardware and software installations as needed. Demonstrates and provides outstanding customer and employee relations at all times.
Essential Duties - Meet or exceed customer expectations by responding to client service requests in accordance with established service procedures and guidelines
- Work with company IT personnel to deliver quality service
- Review assigned service requests daily
- Follow up and provide status updates to clients
- Alert management, team members and other IT groups when sensitive issues arise or a major problem is suspected
- Minimize client downtime and productivity loss from technology malfunctions or installations
- Continuously strive to improve client support
- Participate in initiatives to address service issues
- Respond to voice mails within specified time frame
- Provide technical support via phone to clients
- Utilizing all resources available to do so
- Work with the company external support teams to monitor, prioritize, escalate, and dispatch calls that cannot be solved over the phone
- Capture information on all incoming calls in company problem tracking system, and ensure that data is updated in a timely way to provide clients and management with status updates and reports as needed
- Ensure that data pertaining to the status of service requests is entered into the problem tracking system accurately and promptly on a daily basis to provide an up-to-date picture of service delivery status and backlog
- Promotes positive employee and public relations
- Performs other duties as assigned
Job Requirements Physical and Mental Demands:
To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Essential responsibilities include moderate physical ability such as lift or maneuver at least 25 pounds, and varied instances of standing/walking.
Language Skills:
Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to respond to common inquiries from other employees or guests. Fluency in English required, second language a plus. Ability to write detailed instructions and correspondence. Ability to effectively present information in one- on-one and group situations.
Mathematical Skills & Reasoning Ability:
Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to define problems, collect data, establish facts, and draw valid conclusions.
Work Environment:
The work environment characteristics described here are representative of those that exists while employees are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
The noise level in the work environment is typically moderate. When on the gaming floor or some back of house areas, the noise level increases to loud. Must be able to interact with internal and external guests in a professional manner. Due to the unpredictable nature of the hospitality/entertainment industry, employees must be able to work varying schedules to reflect the business needs of the property.
Work/Educational Experience
- Must be at least 18 years old, possess a high school or equivalent diploma and have the ability to obtain the appropriate license pursuant to the New York State Lottery
- Associate's Degree in Computer Science or related field
- OR Four (4) years' related IT support work and/or educational experience
- One (1) years' related IT support work and/or educational experience
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)