IT Support Analyst-On sitePENN Entertainment
Job Summary
- Creates framework for property user profile interfaces as they relate to Company systems and networks.
- Analyzes hardware, software, and computer system functional specifications to determine property and business needs. Partners with property leadership to implement products, systems, and specifications from analysis outcomes.
- Performs the installation, repair and preventative maintenance of personal computer equipment and related systems.
- Performs root cause analysis, develops checklists for typical problems, and creates procedures and internal control changes for problem prevention.
- Creates standard operating procedures and user guides and contributes to technical procedural documents before they are published.
- Demonstrate creativity in analyzing issues, determining application testing and in recommending solutions to complex IT scenarios.
- Performs user administration duties as needed, included but not limited to account activation, termination, and local system administration
- Performs installation, repair, maintenance on audio-video systems, kiosks and other embedded systems as needed.
- Responsible for responding to, documenting, and resolving service tickets in a timely manner according to applicable service level agreements (SLAs).
- Resolves and tracks simple and complex end user software/hardware computer problems, and identifies technology needs that will improve business processes.
- Responsible for operation and programming of phone systems, including but not limited to, moves, adds, changes, providing updating phone lists, wire installation and systems analysis and
- Assists with inventory control for all hardware/software; maintains equipment organization to help expedite service.
- Supports, promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
- Assists with the remote access process when vendors need to provide support for upgrades and troubleshooting issues.
- Consults with vendors, Corporate, and property leadership to determine specific application needs, upgrades and overall system improvements as needed. Completes profile request administration for network and property systems; Add/change/modify end user access according to department and regulatory policy.
- Serves as a department liaison with external vendors to improve customer service and reduce issues within the IT environment.
- Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
- Perform all job duties in a safe and responsible manner.