• Technical Support Analyst

    Location US-NV-Las Vegas
    Posted Date 2 weeks ago(8/2/2019 10:52 AM)
    Job ID
    Casino Property
    Penn National Gaming, Inc.
    Position Type
    Regular Full-Time
    Information Technology
  • Overview


    Don’t just work. Work Happy.


    A career in gaming? At Penn National Gaming we think you’ll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.


    An individual could be successful if they possess the following.

    Your daily responsibilities include

    • Provides technical assistance, advice, and support to users in a 24-hour environment.
    • Provides technical support for hardware, software, and systems via remote assistance.
    • Perform all system procedures and maintenance to facilitate continued and efficient use of system resources.
    • Responsible for providing solutions to internal customer problems. Ensures customer satisfaction and productivity.
    • Troubleshoots, diagnoses problems, implements corrective action procedures within prescribed guidelines. Escalates to other technical resources as appropriate.
    • Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. 
    • Researches, analyzes, resolves and responds to end user problems via telephone, e-mail and callbacks. Escalates to Manager for issues within established guidelines.
    • Opens trouble tickets, performs initial triage, dispatches and/or provides break/fix action to resolve scheduled, unscheduled events, and issues reported to the service desk.
    • Maintains knowledge of relevant products and service offerings to provide accurate solutions, and acts as a representative of technical services to the internal and external customers.
    • Creates or edits documented procedures to utilize experience with successful resolutions.
    • Responds to service requests through approved channels in a timely, accurate, and professional manner.
    • Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
    • Maintains strict confidentiality in all departmental and company matters.

    To be successful in this position it will require the following skill set

    • Associate's degree (A. A.) or equivalent in Information Technology or a related field; or at least one year experience working in a technical support role that supported end users remotely; or combination of education and experience. More than one year experience in a customer service role preferred.
    • Must have technical proficiency and knowledge in MS Office (Word, Excel, PowerPoint, and Outlook). Proficiency in proficiency in Microsoft 2012 Server, Windows 10, Windows 7, Microsoft Office 365 Professional Suite, Exchange Client Setup, and/or Active Directory preferred.
    • Ability to write routine reports and in depth technical operating manuals.
    • Must possess excellent verbal and written communication skills.
    • Must be able to work weekends, evening and night shifts as required.
    • Ability to balance multiple tasks and processes simultaneously.
    • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
    • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
    • Must have the ability to interact with colleagues and resolve problems and conflicts in a diplomatic and tactful manner.

    Something to leave you with

    Penn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.


    Now that you have read about who we are, here is your opportunity to see what we're about!




    Equal Opportunity Employer



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