Tech III - End User Services

Wynn Resorts, Limited; Las Vegas (NV); On-site; USD 55,000 - 90,000; Full time

Job summary

Wynn Resorts, Limited in Las Vegas is seeking an IT End User Services Technician III to install, maintain, and repair hardware and software across the property. You will resolve issues, assist management with daily ticket workflow, and serve as a key escalation point for IT EUS requests.

The role requires strong customer service, multi-tasking, and knowledge of Windows and Mac operating systems. You will collaborate with desktop support, NOC, application support, project managers, and engineers,

Qualifications

• Strong customer service and communication skills.
• Ability to troubleshoot and resolve hardware/software issues.
• Experience supporting IT in a fast-paced environment.

Responsibilities

• Lead and support the team during shifts to resolve issues of varying complexity.
• Serve as escalation point for IT EUS issues and requests.
• Provide timely technical support and educate users on proper computer usage.
• Coordinate with business units to isolate hardware/software problems.
• Install and configure hardware and software components for usability.
• Troubleshoot issues and ensure safety standards are met.
• Repair or replace damaged hardware and upgrade systems for compatibility.
• Manage service requests and incidents within ITSM solution.

Skills

Customer service

Troubleshooting

English communication

Hardware maintenance

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Windows OS

Mac OS

Job description

The IT End User Services (EUS) Tech III is a qualified Computer Technician who will install, maintain and repair hardware and software. The IT Computer technician must be well-versed in computer systems and some network functions. The ideal candidate will be able to work diligently and accurately and will possess a great problem-solving ability in order to fix issues and ensure functionality. The goal is to install and maintain high quality computer systems and ensure that all issues are resolved. Ideally the technician will assist management with the daily workflow and execution of priority and special event tickets.

• Assist management by leading and supporting the team during your shift to resolve a wide variety of issues with varying levels of complexity
• Serve as an escalation point for IT EUS team issues and requests
• Offer timely technical support and teach users how to utilize computers correctly.
• Responsible for coordinating efforts with various business units throughout the property to isolate and resolve hardware/software related problems.
• Installing and configuring hardware and software components to ensure usability.
• Troubleshooting hardware and software issues; while ensuring electrical safety standards are met.
• Repairing or replacing damaged hardware.
• Upgrading the entire system to enable compatible software on all computers.
• Providing support to users and being the first point of contact for error reporting.
• Managing technical documentation.
• Ability to manage service requests and incidents within ITSM solution.
• Ensure that required licensing is maintained & updated.
• Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
• Assist in creating knowledgebase articles, checklists, FAQs and End User training.
• Work closely with other support teams including desktop support, NOC, application support, project managers and engineers to resolve technical issues.
• Serve as an escalation point for provisioning related issues and requests
• Other duties as assigned.

Qualifications

• A minimum of three (3)+years required in Information technology
• Self-starter, dependable and accurate in completing responsibilities with strong attention to detail
• Candidates must be able to cope with stressful situations and frustrated customers in a calm and appropriate manner
• Must be able to work in a fast-paced environment, and able to walk distances as you move from issue to issue
• Demonstrated ability to multi-task and work independently with minimal supervision
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts
• At least six months of experience working in an Information Technology (IT) department
• Working knowledge of administering MAC and OC products in a business setting
• Working knowledge of Windows Operating Systems
• Working knowledge in database programming and software installation
• Ability to manage service requests and incidents within ITSM solutions
• Must have strong customer service and communication skills
• Must be able to lift up to 40 lbs
• Ability to effectively communicate in English
• Ability to work varied shifts, including nights, weekends and holidays
  • Shifts may be changed based on coverage requirements and special events
  • Candidates may be asked to work longer hours on a case-by-case basis
• Polished appearance and demeanor
• Ability to obtain & maintain full knowledge and understanding of company and department rules and regulations, policies and procedures
• A valid Nevada Gaming License is required and must be obtained before entering this position
• At least 21 years of age

Preferred:

• Bachelor's degree in Computer Science, Engineering or related field
• Highly preferred 1 to 2 years in the Tech Level 2 position
• Experience with the ServiceNow incident management system preferred
• Experience working with hospitality systems and analytics
• Working knowledge of Apple products and software is highly desirable
• IT related certifications preferred – e.g. A+, Network+, Security+, ITIL or MCP
• Understanding of basic ITIL principals preferred

Experience with the ServiceNow incident management system preferred

Additional Information

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.