IT SUPPORT SERVICES TECH I
On-siteAtlantic City, New Jersey, United States
Job Summary
Provide first-level technical support to associates via phone, remote tools, email, and on-site visits for a 24x7 Casino/Hotel operation. Receive, document, and manage incidents and service requests through the ITSM platform while troubleshooting hardware, software, and connectivity issues. Image, deploy, and configure Windows-based devices, peripheral equipment, and mobile technology across the property. Maintain day-to-day operational support of IBM iSeries and Windows server environments by monitoring status and responding to alerts. Assist with inventory, deployment, tracking, recovery, and disposal of technology assets. Comply with all New Jersey regulatory requirements and work flexible schedules including days, evenings, overnights, weekends, and holidays.
Required Qualifications
- One to three years of experience in desktop support, service desk operations, customer support, or related technology support roles
- Experience supporting Windows 10/11 desktop and laptop computers
- Basic understanding of computer hardware, operating systems, software installation, peripheral devices, and troubleshooting techniques
- Basic understanding of TCP/IP networking, wireless networking, and remote connectivity concepts
- Experience providing customer service and technical support via phone, remote support tools, and in-person support
- Strong verbal, written, and customer service communication skills
- Basic familiarity with IBM iSeries (AS/400) environments or the ability to learn operational support procedures for enterprise server platforms
- Ability and willingness to learn new technologies and support processes
- Must be able to work GRAVE SHIFT
- Must be flexible with hours and able to work weekend/Holidays
- Must be able to work in an environmentally controlled Network Operations Center (NOC) and Computer Room
- Exposure to casino-related environmental factors including secondhand smoke, excessive noise, and kitchen environments
- Must be able to stand, walk, and move throughout the Casino/Hotel property for an entire shift
- Must be able to work in an on-site support role and provide coverage for a 24x7 operation, including days, evenings, overnight shifts, weekends, holidays, and other non-standard hours as business needs require
- Must be able to lift, carry, and move technology equipment weighing up to 75 pounds
- Must be able to crawl under desks and in confined areas to install and manage cabling and technology equipment
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