User Support Specialist

Treasure Island Hotel Casino; Las Vegas (NV); On-site; USD 42,000 - 68,000; Full time

Job summary

Treasure Island Hotel Casino in Las Vegas is seeking a Computer Support Technician to provide front-line IT assistance across hardware, software, and user training, supporting a busy casino environment.

You will triage tickets, troubleshoot Windows systems, manage end-user issues, and collaborate with IT and vendors to keep operations running smoothly, including POS devices.

Ability to lift 50 lbs and work varied shifts, including weekends and holidays, is required; casino experience is a plus.

Qualifications

• At least one year as Computer Support Technician; casino experience preferred but not required.
• High School Diploma or equivalent.
• Attending or completion of a computer technical degree is desirable.
• Proficient in configuration and troubleshooting Windows OS (current version).
• Basic knowledge of Active Directory and DNS.
• Experience with Microsoft Office products.
• Experience configuring/troubleshooting smartphones and tablets.
• Experience upgrading/diagnosing PC components and POS devices.
• Knowledge of Windows OS commands is a plus.
• Experience installing/upgrading PC hardware and software.
• Knowledge of thin clients.
• Ability to learn new technologies.
• Able to work independently in fast-paced, multi-project environments.
• Able to lift and carry up to 50 pounds.
• Effective English communication skills.
• Strong interpersonal skills with business contacts.
• Professional appearance required.
• Ability to work varied shifts, including weekends and holidays.

Responsibilities

• Handle calls on hardware, software, user training, and IT-related property emergencies.
• Manage trouble ticket queue, prioritizing and resolving issues to customer satisfaction.
• Assist in troubleshooting system software and hardware issues.
• Understand customer needs across end-users to executives.
• Collaborate with IT teams and vendors to resolve tickets.
• Troubleshoot network infrastructure.
• Follow IT escalation policies and procedures.
• Maintain documentation and knowledge base; train other IT staff and users where appropriate.
• Demonstrate strong customer service skills.
• Perform other duties as needed for department success.

Skills

Customer service

Troubleshooting

Windows OS

Active Directory

DNS

Communication

Learning agility

Education

High School Diploma

Computer Technical Degree

Tools

Microsoft Office

POS Devices

Job description

• Handle calls covering a large range of issues from hardware failures, to software configuration problems, user training, and general property emergencies related to IT
• Actively work trouble ticketing queue ensuring that all issues are prioritized and resolved to customer’s satisfaction
• Assist in troubleshooting system software and hardware issues.
• Understand customer dynamics and needs at all levels (end-user to executive)
• Partner with other IT team members and vendors to resolve problem tickets
• Troubleshoot Network Infrastructure
• Required to follow a IT escalation Policy & Procedures
• Maintain documentation and knowledge base, along with general training of other IT staff and end users where appropriate.
• Strongly exhibit good customer services skills
• Perform other duties as deemed necessary for the success of the department.

Qualifications:

• Must have at least one year of experience as Computer Support Technician. Casino industry preferred, but not required.
• High School Diploma or equivalent
• Attending or completion of an accredited Computer Technical degree desired
• Must be skilled in configuration/troubleshooting & working knowledge of Microsoft Windows OS(Current Versions)
• Basic Knowledge of Active Directory & DNS
• Experience in working with Microsoft Office Products (Current Versions)
• Experience with configuring & troubleshooting Smart Phones & Tablets
• Upgrade/diagnose/repair components related to a PC & POS Devices (Printers, Scanners, Bar Code Readers)
• Possess specific knowledge to Windows OS commands
• Experience with installing and upgrading PC’s hardware & software
• Knowledge with Thin Clients
• Ability to learn new technologies
• Ability to work in a fast-paced multiple project environment on an independent basis and with minimal supervision.
• Ability to lift and carry 50 pounds.
• Communicate effectively in English, in both written and oral forms.
• Must have interpersonal skills to deal effectively with all business contacts.
• Maintain a professional, neat and well-groomed appearance
• Work varied shifts, including weekends and holidays.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.