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End User Support Engineer II

4 months ago

Jersey City, United States Caesars Entertainment Full time
Job Description

On the Technology side, we've built an entire sports betting and iGaming platform from the ground up in less than 3 years. Through continuous improvement and data-informed product development, we are adding features so that our customers have the best product experience in the market. Our Product Technology team is comprised of the brightest minds in Tech, and our culture of autonomy and decisiveness gives the team the freedom to deliver without constantly seeking permission to take action. We chart our own path and innovate as we create the next generation of products. We're looking for like-minded superstars that want to work with the best of the best and join the biggest name in sports betting and iGaming as we take over the U.S. market

Under the leadership of the Director of End User Support, you will be responsible for overseeing tier desktop technical support, the desktop user experience, and support of the company's peripheral desktop computing systems, software, and related technology. You will work jointly with the Network and Systems Administrators and escalate issues to the Director of IT & Cyber-security as appropriate.

What You Will Do:
  • Act as a escalation point for complex issues raised by Level 1 engineers.
  • Mentor and guide newer members joining the team.
  • Create audit reports requested by Compliance.
  • Track and manage hardware and software, including asset inventory and licensing.
  • Develop and maintain standardized desktop and laptop images.
  • Build and deploy desktops and laptops as required using imaging software.
  • Effectively utilize work order ticketing system to manage operational tasks.
  • Provide desktop hardware and software troubleshooting and support
  • Maintain printers, projectors and other peripheral technology.
  • Support impromptu company meetings and events by setup, configuration, and operation of required IT equipment.
  • Provide specification and procurement of new software and hardware related to desktops and peripherals.
  • Work with department managers to help make new hardware procurement decisions that intersect with IT equipment.
  • Provide user assistance and coaching in the best practice use of existing software and hardware.
  • Develop and maintain a strategy for an efficient and satisfying desktop user experience.
  • Lead the implementation of new desktop software and major upgrades.
  • Work closely with Network and System Administrators to address overlapping issues.
  • Complete quarterly training as defined by supervisor.
  • Perform other duties as necessary.
What You Will Need...
  • Associates degree in a related field preferred
  • Five or more years' experience in a Desktop Support Analyst position.
  • Experience with SCCM preferred.
  • Proficient in MS Office: Outlook, Word, and Excel.
  • Must be highly customer focused and service oriented.
  • Must have good attention to detail and high analytical problem-solving abilities.
  • IT Service Management tooling experience
  • Advanced technical support experience with the following technologies:
    • Active Directory administration
    • Microsoft Windows OS's and Office applications (O365)
    • Apple Hardware and MacOS
    • OS and application deployment tools and imaging software
    • Endpoint Management technologies
  • Infrequent travel may be required at times
  • Strong communication skills with the ability to deal with stakeholders at all levels
  • Collaborative approach and strong relationship building skills
Physical Requirements:
  • Must be able to lift, pull or push 25 lbs.
  • Must be able write for extended periods of time
  • Must be able to twist, bend or reach with no significant boundaries

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Caesars Sportsbook & Casino reserves the right to make changes to the job description whenever necessary.

As a part of Caesars Sportsbook & Casino's employment process, finalist candidates will be required to complete background check upon offer acceptance. Many positions require timely gaming registration or licensing with the regulatory authority in one or multiple states to fulfil essential job responsibilities.

About Us

Behold Caesars Sportsbook is here, and we're proud to be a part of Caesars Entertainment-the number one gaming company in the world with over 80 years of sports betting expertise.

At Caesars Sportsbook, we believe all our Team Members should be treated like Caesars. It's the mantra we were founded on, and the standard that drives us to provide our customers with best-in-class service.

As we continue to Blaze The Trail with our Caesars Sportsbook & Casino app, the expansion of our Caesars Sportsbook retail locations, our World Series of Poker franchise, our William Hill legacy brand, and partnerships with the biggest names in sports and entertainment, we're creating new and exciting opportunities for you to be a part of our empire and make an impact.

Interested in joining the team? Check out our job postings and see what we have to offer, people. And remember-We Are All Caesars