IT Support Engineer I — Casino Tech

Live! Casino & Hotel Maryland

Hanover (MD)

On-site

USD 29,000 - 32,000

Full time

45 hours ago

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Benefits offered by this job

Comprehensive group health benefits

On-site Wellness center

Tuition Reimbursement

Free parking

Discounted meals

Job summary

Live! Casino & Hotel Maryland is seeking a Customer Support Engineer I to ensure seamless technology experiences for guests and team members. You will be the first point of contact for technical support, delivering clear communication and reliable solutions in a fast-paced environment.

Responsibilities include SOP updates, basic to moderately complex troubleshooting, desk-side support, IMAC activities, and meeting service metrics. A+ certification and microsoft tech experience are preferred.

Qualifications

Technical school certification preferred or equivalent of 1–3 years 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 relevant software and hardware systems.
Experience supporting Microsoft technologies (Office 365, Windows, Active Directory, SCCM, MDM) or VMware server virtualization is preferred.
Understanding of ITIL IT support methodologies and ticketing processes is helpful.

Responsibilities

Create and/or update SOPs with other Engineers.
Troubleshoot and repair activities for end-user devices including PCs, tablets, mobiles, kiosks and printers.
Support VIP clients.
Respond to management requests and install new PC equipment.
Perform IMAC (Install, Move, Add, Change) activities.
Provide desk-side support and other related tasks.
Meet customer service metrics and service levels.
Proactively communicate status and estimates to end-users and service desk.