IT SUPPORT SERVICES TECH II

Overview

This role is based on property and is an on-site position. 

Responsibilities

• • 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.

  ESSENTIAL JOB FUNCTIONS

  • 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 able to lift, carry, and move technology equipment weighing up to 75 pounds.

Qualifications

• 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.

Preferred Qualifications

• • 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 other operational technology platforms.

* Resorts is an equal opportunity employer.

Essential Functions

** All applicants must be able to perform the essential functions of this position, with or without reasonable accommodations.

ESSENTIAL PHYSICAL FUNCTIONS

(F) Standing

(F) Walking

(C) Sitting

(O) Kneeling

(N) Running

(F) Lifting                                                                            Max Weight:     75lbs

(O) Pushing                                                                        Max Weight:     75lbs

(N) Pulling                                                                          Max Weight:     75lbs

(F) Carrying                                                                       Max Weight:     75lbs

(F) Bending

(F) Stooping

(F) Climbing Stairs

(N) Climbing Ladders                                                        Max Height:

(N) Working at a Height Level Above The Floor               Max Height:

(C) Finger Dexterity

(C) Full Use of Both Hands

(F) Crawling

(O) Balancing

(N) Throwing

(N) Twisting

(F) Reaching                                                                     Max Height:

(N) Driving

(N) Working On or With Moving Machinery

(F) Working at Rapid Work Speed

(F) Working in Isolation

(F) Working Around People

(F) Hearing Conversation

(C) Hearing High Acuity

(C) Speaking Clearly

(C) Seeing Near

(O) Seeing Far

(O) Seeing – Depth Perception

(O) Seeing - Color Vision

Other-Describe:

ESSENTIAL MENTAL FUNCTIONS

(F) Writing English

(C) Reading English

(C) Speaking English

(F) Working under Pressure/Stress

(N) Speaking With Guests/Customers

(C) Speaking With Employees

(C) Working with Basic Math Skills

(C) Making Decisions Based On Facts

(C) Making Decisions Based On Data

(F) Making Decisions Based On Personal Judgment

(F) Making Accurate Measurements According To Set Standards

(N) Planning and/or Supervising the Activities Others

ESSENTIAL INTERACTIVE FUNCTIONS

(F) Working under Close Supervision

(F) Working under Minimal Supervision

(C) Working and Interacting With Management in a Professional and Courteous Manner

(C) Working and Interacting With Co-Workers in a Professional and Courteous Manner

(N) Working and Interacting With Guests in a Professional and Courteous Manner

ESSENTIAL ENVIRONMENT FUNCTIONS

(C) Working Inside

(O) Working Outside

(F) Working in a Fast Paced Environment

(O) Exposed To Chemicals Describe:

(O) Exposed To Dust, Fumes, Gases, Describe:

(O) Exposed To Smoke

(O) Exposed To Excessive Noise

(O) Working in Dimly Lit Areas

(O) Working in Sudden Marked Changes of Temperature and Humidity

Other Describe: 

Key

Not Applicable         (N)

Occasional              (O) Under 2 hours

Frequent                 (F) 2 hours to 5 hours

Constant                 (C) more than 5 hours