Position Summary JOB DESCRIPTION Reporting to the Manager, IT Support Services, The IT Site Support Specialist plays a critical role in delivering 1st & 2nd level technical support to maintain the smooth operation of technology systems & devices across our entertainment locations & home office. This position is responsible for ensuring adherence to policies & procedures while fostering a safe & welcoming work environment. The ideal candidate will bring technical expertise, excellent communication skills, & a commitment to customer satisfaction.

Key Accountabilities Gaming & Guest Systems Support:

• Provide comprehensive support for all back-end Gaming, Hotel & POS systems.
• Support our Gaming Management workstations, peripherals, & Customer-facing devices (ticket redemption, jackpot, cash advance, ATM’s & Marketing kiosks).
• Support various audio/video platforms to ensure optimal performance.
• Manage Crestron & the Samsung Lynk cloud platforms for AV systems.

End User Troubleshooting & Issue Resolution

• Perform initial assessment of service desk requests.
• Perform appropriate troubleshooting for application, system, & network environments.
• Define & resolve IT issues, escalating when required.
• Review & action new & existing tickets in the support queue, escalating when necessary.
• Address user hardware & software issues, including executive support (white glove, on-site, remote, & over-the-phone).

Hardware Support

• Prepare & image new hardware.
• Set up workstations & laptops as needed for new hires.
• Update firmware & perform preventative maintenance on printers.
• Maintain printer supplies, toner, & paper.
• Administer Intune for mobile devices.
• Support Mobile devices, including cell phones & Tablets.
• Install & provide support for VOIP systems.
• Support Meeting Room Devices including support during Conferences & Public Events.

System & Network Administration Tasks

• Perform various O365 admin tasks, including tasks in the O365 Admin Portal, Exchange Admin Center, & Teams Admin Center.
• Manage mailboxes, email groups, & user roles in Active Directory.
• Patch network cables, cross-connect bix panels, & configure data lines to ensure proper VLANs.

Documentation & Knowledge Sharing

• Create knowledge articles & training documentation to empower end users & enhance the support process.
• Maintain a working knowledge of utilized technologies.
• Identify opportunities & propose solutions for continuous improvement in IT processes & technologies.
• Maintain records of investigative, diagnostic, & corrective activities for all IT issues, including hardware & software.

System Deployment & Vendor Coordination

• Perform system deployment activities, including remote or on-site installations.
• Collaborate with vendors & internal resources for the deployment of site-based solutions.
• Collaborate with various vendors for device installation & troubleshooting.

Any Other Duties & Projects

• Performs other duties as assigned or directed.
• Take Service Desk Calls when Required.
• Take part in projects & other initiatives.
• Take part in a 24 hour on Call rotation

Education And Qualifications

• Minimum 2 to 5 years of experience in IT support & customer service
• Azure experience preferred.
• Post-secondary education in IT or a suitable combination of education & experience.
• Customer-centric, personable individual with a passion for IT innovation & a commitment to self-improvement.
• Ability to exceed internal & external customer expectations through timely, effective & positive service-oriented communication.
• Proficiency in MS Office & MS Windows.
• Strong troubleshooting experience in a Microsoft Windows environment, network, workstation& laptop technologies.
• Certifications such as MCSA: Windows 10 & Universal Windows Platform, ITIL, & A+ certifications would be an asset.
• Valid Class G Driver’s License.