IT Support Technician

Job TitleProvide first-level technical support to associates via phone, remote support tools, email, walk-up requests, and on-site support.This is an on-site position supporting a 24x7 Casino/Hotel operation. Associates are expected to provide in-person technical support throughout the property and must be available to work flexible schedules, including days, evenings, overnights, weekends, holidays, and other shifts as required by business needs.Receive, document, prioritize, and manage incidents and service requests through the ITSM platform in accordance with established procedures and SLAs.Image, deploy, configure, and support Windows-based desktop and laptop computers, peripheral devices, mobile devices, and approved software applications.Troubleshoot and resolve routine hardware, software, printing, account access, and connectivity issues, escalating more complex issues as appropriate.Maintain accurate documentation of incidents, requests, troubleshooting activities, and resolutions within the ITSM platform.Assist with inventory, deployment, tracking, recovery, and disposal of technology assets.Support end-user technology throughout the Casino/Hotel property, including workstations, printers, mobile devices, point-of-sale equipment, kiosks, and other assigned technology assets.Maintain day-to-day operational support of IBM iSeries and Windows (Intel-based) server environments by monitoring system status, responding to alerts, performing routine operational tasks, and escalating issues to senior technical staff as appropriate.Follow Incident Management, Service Request, and Change Management procedures.Participate in knowledge-sharing and documentation improvement efforts.Comply with all New Jersey regulatory requirements.QualificationsMust be able to work flexible 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 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.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.Essential FunctionsAll applicants must be able to perform the essential functions of this position, with or without reasonable accommodations.Essential physical functions include standing, walking, sitting, kneeling, running, lifting, pushing, pulling, carrying, bending, stooping, climbing stairs, finger dexterity, full use of both hands, crawling, balancing, throwing, twisting, reaching, driving, working on or with moving machinery, working at rapid work speed, working in isolation, working around people, hearing conversation, hearing high acuity, speaking clearly, seeing near, seeing far, seeing – depth perception, seeing - color vision.Essential mental functions include writing English, reading English, speaking English, working under pressure/stress, speaking with guests/customers, speaking with employees, working with basic math skills, making decisions based on facts, making decisions based on data, making decisions based on personal judgment, making accurate measurements according to set standards.Essential interactive functions include working under close supervision, working under minimal supervision, working and interacting with management in a professional and courteous manner, working and interacting with co-workers in a professional and courteous manner, working and interacting with guests in a professional and courteous manner.Essential environment functions include working inside, working outside, working in a fast-paced environment, exposed to chemicals, exposed to dust, fumes, gases, exposed to smoke, exposed to excessive noise, working in dimly lit areas, working in sudden marked changes of temperature and humidity.