IT Support Specialist II

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.

• Prioritize and respond to technology related Incidents and Service Requests calls and ensures all client/user support and service requests are handled or escalated in a timely manner, ensures updates and resolutions for incidents, service requests, problem tasks, and change tasks are communicated to end-users and business partners as appropriate
• Provides in person and remote first level support and request response for customer facing and end-user systems including software and hardware for all platforms
• Assists in problem determination/isolation and analysis of problem data, root cause analysis and mitigation for customer facing and end-user systems, decide when to escalate complex problems to senior level IT staff and service provider/vendors as necessary
• Assists 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
• Participates and provides analyses for Vulnerability Remediation activities for customer facing and end-user systems and other technologies as necessary
• Updates procedures and documentation for select platforms
• Perform entry level and intermediate technical tasks/repairs on all desktop, end-user, customer facing platforms
• Uses the Service Management System to track and close all client/user incidents, request, 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 provides one-on-one training for Support Specialists and end-users.
• Monitors and reports system performance issues as necessary
• Participates in technology related projects as necessary
• Maintains confidentiality in matters pertaining to company records, policies, and customer lists. Disposes of physical assets containing sensitive data as determined by management and prescribed by Information Security Policy
• Performs 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
• Maintains property technical asset inventory including but not limited PC/Laptops, kiosks, and to Point of Interaction POS devices
• Acts as a role model to other employees and always presents oneself as an asset to Caesars Entertainment and encourages others to do the same
• Adheres to all regulatory, company and department policies and procedures
• Not a remote worker position, however, some remote work may be required
• Completes all other duties as assigned