Advanced Deskside Support Engineer

Caesars Entertainment; Robinsonville (MA); On-site; USD 58,000 - 72,000; Full time

Job summary

Caesars Entertainment is seeking an experienced IT Deskside Support specialist to diagnose and resolve complex end-user issues across desktops, laptops, printers, and POS devices. You will manage tickets via Remedy and provide high-level technical support to CMS, LMS, Micros, and related systems.

Candidates should have strong customer service and communication skills, be comfortable in a fast-paced casino IT environment, and be able to obtain a MS gaming license.

Qualifications

• Minimum of three years in computer support with at least two years of advanced technical support.
• Excellent technical communication skills and experience dealing with user problems.
• Strong analytical and problem-solving skills.
• Must be able to obtain a MS gaming license.

Responsibilities

• Performs advanced Deskside computing problem determination and resolution.
• Uses Remedy to manage all tickets reported to IT.
• Provides advanced support for Deskside software and hardware and documents findings.
• Maintains standard operating procedures for Deskside platforms, applications and systems.
• Ensures tickets are resolved per service level agreements.

Skills

Deskside support

Troubleshooting

Customer service

Technical communication

English proficiency

Education

High school diploma or equivalent

Tools

Remedy

Active Directory

Windows OS

CMS/LMS

POS devices/Network basics

Job description

Caesars Entertainment is seeking an experienced IT Deskside Support specialist to diagnose and resolve complex end-user issues across desktops, laptops, printers, and POS devices. You will manage tickets via Remedy and provide high-level technical support to CMS, LMS, Micros, and related systems.

Candidates should have strong customer service and communication skills, be comfortable in a fast-paced casino IT environment, and be able to obtain a MS gaming license.