IT Support Engineer I — 24/7 Casino Tech Champion

Live! Casino & Hotel; Hanover (MD); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

Health benefits

On-site wellness center

Tuition reimbursement

Paid time off

Discounts and perks

Job summary

Live! Casino & Hotel is seeking a Customer Support Engineer I to ensure smooth technology experiences for guests and team members. You will be the first line of technical support, combining strong customer service with hands-on troubleshooting across PCs, kiosks, printers, and mobile devices.

The role requires flexible scheduling due to 24/7 operations, with a focus on professional communication and timely resolutions to minimize disruptions in a fast-paced casino environment.

Qualifications

• One to three years of relevant IT help desk or customer support experience
• Must be able to obtain and maintain a valid gaming license per Maryland regulations
• A+ certification preferred
• Knowledge of Microsoft technologies (Office 365, Windows, Active Directory) and virtualization tools preferred
• Familiarity with ITIL-style ticketing and SOPs is a plus

Responsibilities

• Create or update SOPs with other engineers
• Troubleshoot and repair tasks for end-user devices (PCs, laptops, tablets, phones, kiosks, printers)
• Provide support to VIP clients
• Assist management with equipment installs and desk-side support
• Perform IMAC activities and other desk-side tasks
• Maintain professional technical and service standards at all times
• Meet customer service metrics and guidelines
• Communicate status and estimates clearly to end-users and service desk

Skills

IT support

Customer service

Troubleshooting

Communication

Teamwork

Flexibility

Education

A+ certification

Tools

Office 365

Windows 10/Server 2010

Active Directory

SCCM

VMware

BMC Footprints

Job description

Live! Casino & Hotel is seeking a Customer Support Engineer I to ensure smooth technology experiences for guests and team members. You will be the first line of technical support, combining strong customer service with hands-on troubleshooting across PCs, kiosks, printers, and mobile devices.

The role requires flexible scheduling due to 24/7 operations, with a focus on professional communication and timely resolutions to minimize disruptions in a fast-paced casino environment.