DESKSIDE SUPPORT SPECIALIST

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

WE ARE CAESARS
At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.
Our Mission: “Create the Extraordinary"
Our Vision: “We create spectacular worlds that immerse, inspire and connect you. We don’t perform magic; we create it with excellence.”
Our Values: “Blaze the Trail, Together We Win, All-In on Service”
Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

Job Summary

Performs advanced Deskside support problem determination and resolution and tracks all technology request reported to I.T.

How You Will Create the Extraordinary

• Performs advanced Deskside computing problem determination and resolution and uses.
• Remedy to manage all tickets reported to I.T.
• Responsible for providing advanced problem determination for the following platforms, systems and applications including but not limited to: Platforms – Microsoft Windows 7, Audio/Video, Desktop PC’s, Laptops, Printers, POS devices, Telephones, Network device connectivity, AS400 command language,
• Active Directory Computer OU management. Systems - Device setup, configuration and connectivity for CMS, LMS, Micros, Key system, Time and Attendance, and SDS. Applications -Microsoft Office, Remedy, and APS.
• Responds to IT tickets to ensure all problems and service requests are resolved per standard operating procedure service level agreements.
• Provides advanced support for all Deskside software and hardware, problem determination and isolation, analyzing problem data, performing data analysis, documenting findings, and communicating final resolution to clients and users.
• Responsible for completion and documentation of all assigned day-to-day tasks/activities per the daily work schedule for each system and shift.
• These functions include advanced support for clients/users requests, and other duties to assist the Engineer team as needed.
• Maintains standard operating procedures for Deskside support platforms, applications and systems.
• Uses Remedy to track and close all client/user calls/problems reported to I.T.
• Ensures the computer/equipment rooms are maintained and in a clean and orderly condition. Monitors and reports system performance issues per standard operating procedures.
• Maintains the confidential nature of matters pertaining to company records, policies and customer lists.

What You Will Need

• HS, GED or equivalent experience preferred.
• Minimum of three years in computer support with at least two years of advanced technical support.
• Strong personal computing skills.
• Knowledge of computer system installation, troubleshooting, problem determination, and restoration techniques.
• Intermediate knowledge of networking technologies, electronic hardware and software, real-time systems, and mission-critical systems.
• Excellent technical communication skills and experience in dealing with user problems. Extended knowledge of I.T. support operations and user environments.
• Strong analytical and problem-solving skills.
• Ability to communicate with all levels of management in a clear, friendly, and confident manner. Must be able to get along with co-workers and work as a team.
• Must present a well-groomed appearance.
• Must be able to maneuver around computer office/work areas, effectively work in high traffic areas and respond to visual and aural cues.
• Must have the manual dexterity to operate a computer and other necessary office equipment. Must be self-motivated and be able to handle more than one function at a time by being well organized.
• Must be able to read, write, speak and understand English.
• Good mathematical and clerical aptitude for accurate record keeping.
• Excellent customer service skills a must.
• Must be able to obtain a MS gaming license.

About Us

Horseshoe Casino is the premier casino of the Mid-South. Horseshoe has been #1 since day one. We know what gamblers want. The casino boast over 1300 slot and video poker machines and largest table games area in the South. We have a 25-table World Series of Poker themed poker room featuring the WSOP lounge. Make a bet on your favorite team in The Book. We are the home of Bluesville, a beautiful 1400 seat music venue featuring headline entertainment in an intimate setting. The Horseshoe Tunica Hotel features a 14-floor tower with over 500 luxuriously appointed rooms featuring world-class customer service and amenities including: Jack Binion's Steak which offers contemporary as well as classic fine dining offerings and a wine bar, the all you can imagine Village Square Buffet featuring fare from all over the world and highlighting Southern specialties and desserts, and the area's only Starbucks. Horseshoe Tunica is a throwback to gaming’s golden age. Here you’ll find everything a real gambler wants, and more.

TOGETHER WE WIN

We believe in delivering family-style service—an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.

DISCLAIMER

These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.

As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.

ADA

Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy‑related conditions, or where a conflict exists between the position and an individuals’ religious beliefs or practices.

EQUAL EMPLOYMENT OPPORTUNITY

Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person’s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.