IT Support Analyst - End-User & Systems Expert

Hollywood Casino Morgantown; Morgantown (PA); On-site; USD 37,000 - 45,000; Full time

Job summary

PENN Entertainment is seeking an IT Support Specialist for our Morgantown, PA location. You’ll troubleshoot and support all electronic systems and devices, reporting to the IT Manager for scheduling, issues, and project assignments.

Ideal candidates hold an Associate’s degree in computer technology or related field with 3+ years of relevant experience, deep knowledge of Windows, AD, and Microsoft Office, plus strong communication skills.

Qualifications

• Associate’s degree in computer technology or related field and three years related experience or training.
• Knowledge of a wide variety of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, printers and peripherals, and a variety of software applications.
• Experience in operating systems, software tools and project management methodologies required.
• Must be highly proficient in all Microsoft applications.
• Must have working knowledge of current Windows operating systems.
• Must have working knowledge of networking fundamentals and Microsoft active directory administration.
• Must have experience supporting current Microsoft Office suites, troubleshooting computer hardware, software, and operating systems, and performing computer imaging and restoration.
• Must have excellent verbal and written communication skills.

Responsibilities

• Creates framework for property user profile interfaces as they relate to Company systems and networks.
• Analyzes hardware, software, and computer system functional specifications to determine property and business needs.
• Performs the installation, repair and preventative maintenance of personal computer equipment and related systems.
• Performs root cause analysis, develops checklists for typical problems, and creates procedures and internal control changes for problem prevention.
• Creates standard operating procedures and user guides and contributes to technical procedural documents before they are published.
• Demonstrate creativity in analyzing issues, determining application testing and in recommending solutions to complex IT scenarios.
• Performs user administration duties as needed, included but not limited to account activation, termination, and local system administration
• Performs installation, repair, maintenance on audio-video systems, kiosks and other embedded systems as needed.
• Responsible for responding to, documenting, and resolving service tickets in a timely manner according to applicable service level agreements (SLAs).
• Resolves and tracks simple and complex end user software/hardware computer problems, and identifies technology needs that will improve business processes.
• Responsible for operation and programming of phone systems, including but not limited to, moves, adds, changes, providing updating phone lists, wire installation and systems analysis and
• Assists with inventory control for all hardware/software; maintains equipment organization to help expedite service.
• Supports, promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• Assists with the remote access process when vendors need to provide support for upgrades and troubleshooting issues.
• Consults with vendors, Corporate, and property leadership to determine specific application needs, upgrades and overall system improvements as needed.
• Completes profile request administration for network and property systems; Add/change/modify end user access according to department and regulatory policy.
• Serves as a department liaison with external vendors to improve customer service and reduce issues within the IT environment.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• Perform all job duties in a safe and responsible manner.

Skills

Customer service

Communication

Problem solving

Team collaboration

Education

Associate’s degree in computer technology or related field

Tools

Windows OS

Active Directory administration

Microsoft Office

Imaging and restoration

Networking fundamentals

Job description

PENN Entertainment is seeking an IT Support Specialist for our Morgantown, PA location. You’ll troubleshoot and support all electronic systems and devices, reporting to the IT Manager for scheduling, issues, and project assignments.

Ideal candidates hold an Associate’s degree in computer technology or related field with 3+ years of relevant experience, deep knowledge of Windows, AD, and Microsoft Office, plus strong communication skills.