IT Support Analyst


Hollywood Casino at Penn National Race Course

Hollywood Casino at Penn National Race Course


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Regular Full-Time

$43,000 annually, based on experience

Overview: We&rsquo;re always looking for talent that believes in having fun. At PENN Entertainment, you&rsquo;ll get to be a part of an exciting industry, where the days and nights are fast paced. You&rsquo;ll work with an incredibly diverse set of co-workers driven by their enthusiasm for helping people find and have more fun. You&rsquo;ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities. <br /> <br /> Click <a href="" target="_blank" rel="noopener noreferrer">HERE</a> to learn more about our Day 1 Benefits, 401k Program, Company Perks, Career Opportunities, Advancement Programs, Scholarships and more!
Responsibilities: This position is responsible for troubleshooting and providing end user support for all electronic systems and devices.<br /><ul><li>Creates framework for property user profile interfaces as they relate to Company systems and networks.</li><li>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.</li><li>Performs the installation, repair and preventative maintenance of personal computer equipment and related systems.</li><li>Performs root cause analysis, develops checklists for typical problems, and creates procedures and internal control changes for problem prevention. </li><li>Creates standard operating procedures and user guides and contributes to technical procedural documents before they are published. </li><li>Demonstrate creativity in analyzing issues, determining application testing and in recommending solutions to complex IT scenarios. </li><li>Performs user administration duties as needed, included but not limited to account activation, termination, and local system administration</li><li>Performs installation, repair, maintenance on audio-video systems, kiosks and other embedded systems as needed.</li><li>Responsible for responding to, documenting, and resolving service tickets in a timely manner according to applicable service level agreements (SLAs).</li><li>Resolves and tracks simple and complex end user software/hardware computer problems, and identifies technology needs that will improve business processes.</li><li>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 </li><li>Assists with inventory control for all hardware/software; maintains equipment organization to help expedite service.</li><li>Supports, promotes, and demonstrates superior customer service in accordance with department and company standards and programs. </li><li>Assists with the remote access process when vendors need to provide support for upgrades and troubleshooting issues.</li><li>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.</li><li>Serves as a department liaison with external vendors to improve customer service and reduce issues within the IT environment.</li><li>Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.</li><li>Perform all job duties in a safe and responsible manner.</li></ul>
Requirements: <ul> <li>Associate&rsquo;s degree in computer technology or related field and three years related experience or training; or equivalent combination of education and experience.&nbsp;</li> <li>Knowledge of a wide variety of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, printers and peripherals, and a variety of software applications (desktop, client-server, browser-based, etc.);</li> <li>Experience in operating systems, software tools and project management methodologies required.</li> <li>Must be highly proficient in all Microsoft applications.</li> <li>Must have working knowledge of current Windows operating systems.</li> <li>Must have working knowledge of networking fundamentals and Microsoft active directory administration.</li> <li>Must have experience supporting current Microsoft Office suites, troubleshooting computer hardware, software, and operating systems, and performing computer imaging and restoration.</li> <li>Must have excellent verbal and written communication skills.</li> <li>Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. &nbsp;Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.</li> <li>Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.</li> <li>Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.</li> </ul>