IT Support Specialist II

Caesars Entertainment; Stateline (NV); On-site; USD 50,000 - 75,000; Full time

Job summary

Caesars Entertainment Lake Tahoe is seeking a Support Specialist II to work with Property IT Management and Enterprise IT. You will provide first level support for end-user and customer facing technology, including software, hardware, and related systems, both in person and remotely.

You will prioritize incidents, escalate complex issues, maintain documentation, and participate in vulnerability remediation and technology projects while ensuring service levels and data confidentiality.

Responsibilities

• Provide in-person and remote first-level support for end-user systems, software, and hardware across platforms.
• Prioritize and respond to incidents and service requests; escalate complex problems to senior IT staff as needed.
• Assist in problem determination, root cause analysis, and mitigation for customer-facing systems.
• Maintain and document day-to-day tasks per shift for various systems and assets (PCs, kiosks, POS).</br>
• Update procedures and documentation for select platforms and participate in vulnerability remediation activities.
• Monitor system performance and participate in technology-related projects as required.

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

Work with Property IT Management and Enterprise IT to support business technology, computer system and data communication systems; responsible for providing first-level support function for end-user and customer facing technology. Also performs support for telephones and related technologies; may also support audio and video systems and special event set‑ups. As a Support Specialist II, use best knowledge and judgment to determine the best method of solutions.

How You Will Create the Extraordinary

• Prioritize and respond to technology related Incidents and Service Requests calls and ensure all client/user support and service requests are handled or escalated in a timely manner, ensuring updates and resolutions for incidents, service requests, problem tasks, and change tasks are communicated to end-users and business partners as appropriate.
• Provide in-person and remote first-level support and request response for customer-facing and end-user systems including software and hardware for all platforms.
• Assist in problem determination/isolation and analysis of problem data, root cause analysis and mitigation for customer-facing and end-user systems, deciding when to escalation complex problems to senior level IT staff and service provider/vendors as necessary.
• Assist in execution and verification of impact to IT Change Tasks that are impactful to property operations.
• Responsible for completion and documentation of all assigned day-to-day tasks/activities per the scheduled shift for various systems. These functions can include first level support for clients/users requests, marketing/hospitality/gaming special events, printing, and other duties as required.
• Participate and provide analyses for Vulnerability Remediation activities for customer-facing and end-user systems and other technologies as necessary.
• Update procedures and documentation for select platforms.
• Perform entry-level and intermediate technical tasks/repairs on all desktop, end-user, customer-facing platforms.
• Use the Service Management System to track and close all client/user incidents, requests, change, and problem activities.
• Prioritize and ensure the computer/equipment room is maintained at prescribed temperature levels and in a clean and orderly condition.
• May provide one-on-one training for Support Specialists and end-users.
• Monitor and report system performance issues as necessary.
• Participate in technology-related projects as necessary.
• Maintain confidentiality in matters pertaining to company records, policies, and customer lists. Dispose of physical assets containing sensitive data as determined by management and prescribed by Information Security Policy.
• Perform all duties in a manner that ensures the I.T. Department will meet or exceed the measurable objectives for service level to customers and end-users and system availability.
• Maintain property technical asset inventory including but not limited to PC/Laptops, kiosks, and to Point of Interaction POS devices.
• Act as a role model to other employees and always present oneself as an asset to Caesars Entertainment and encourage others to do the same.
• Adhere to all regulatory, company and department policies and procedures.
• Not a remote worker position, however, some remote work may be required.
• Complete all other duties as assigned.

About Us

At Harrah’s and Caesars Republic Lake Tahoe, we want you as a partner in a win-win relationship. We want you to maximize your skills and talents to become the best you can be in your chosen field. We are proud to be one of the leaders in the hospitality business. One of the reasons our resorts have consistently received 4-Star and 4-Diamond Awards is because of the friendly, top quality people we hire to serve our guests. Harrah’s and Caesars Republic Lake Tahoe are located on the south shore of magnificent Lake Tahoe, America’s largest alpine lake and number one vacation destination. Visitors are drawn to Lake Tahoe’s year‑round recreation, which includes skiing and snowboarding in the winter months and hiking, fishing, mountain biking, golf, kayaking, sailing and a plethora of other recreation opportunities in the spring, summer and fall. Add to this, the lively, round-the-clock gaming and indoor entertainment, world-class amenities, which include two heated pools, a full-service health spa, various restaurants, including the world‑renowned Hell’s Kitchen, 1,254 rooms and suites plus excellent guest service, and you can understand why Harrah’s & Caesars Republic are popular choices for travelers and vacationers throughout the year.

Besides living in one of the Earth’s most beautiful locations you will join a company that understands how to treat employees. As an industry leader, Harrah’s believes a successful company starts with satisfied employees. Whether it’s professional advancement or personal recognition, Harrah’s provides accolades and incentives as you move along your career path.

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 affectionate orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.