Senior IT Support Specialist

2 weeks ago

Dumfries, Virginia, United States Colonial Downs Group LLC Full time
Job Overview

The Senior IT Support Specialist is responsible for the daily management and assistance of various applications. This role involves assessing, documenting, implementing, testing, and resolving incidents while conducting root cause analysis across a range of applications. The position requires collaboration with diverse software environments, operating systems, and hardware platforms. The individual will also support application projects under the guidance of the Senior Director of IT.

Key Responsibilities

  • Install and troubleshoot both hardware and software systems.
  • Provide setup, operation, and technical assistance for multimedia equipment used in events, ensuring optimal performance and maintenance.
  • Maintain comprehensive system documentation, procedures, and diagrams. Gather and analyze system data for troubleshooting and coordinate with software vendors when necessary.
  • Take responsibility for minor tasks and operational efforts, offering insights on internal business processes related to applications.
  • Ensure compliance with application standards such as MICS, PCI, and HIPAA.
  • Occasionally perform duties of junior staff and other related tasks as required.
  • Conduct product evaluations and recommend minor products/services.
  • Work with limited supervision while learning new technologies through self-directed study.
  • Communicate technical information clearly to non-technical personnel.
  • Support 24/7 business operations, including on-call responsibilities, and adhere to incident, problem, and change management processes.
  • Manage multiple tasks and collaborate within cross-functional teams.
  • Schedule and execute maintenance for all client PCs and POS terminals, including software updates and antivirus maintenance.
  • Assist Systems Administrators with network hardware/software maintenance and configuration.
  • Collaborate on special projects and research new technologies with Systems Administrators.
  • Support the development of junior technicians.
  • Provide Tier 1 and Tier 2 Help Desk support, including managing phone and email support requests.
  • Ensure all enterprise backups and data storage are maintained.
  • Monitor and report on hardware and software inventory in line with established policies.
  • Perform administrative tasks such as invoice tracking and processing.

Compliance Responsibilities

  • Attend mandatory training sessions provided by the company.
  • Obtain and maintain necessary licenses.
  • Conduct duties in accordance with local laws and regulations.
  • Ensure minors are not permitted in restricted areas.
  • Stay informed about relevant ordinances, regulations, and policies.
  • Be aware of programs addressing problem gaming.
  • Report any observed misconduct.

Qualifications

  • Minimum of five years of experience in Microsoft Windows PC support; certifications such as MCP, Network+, and Security+ are preferred.
  • Bachelor's degree in a related field or equivalent experience, with at least three years of relevant work experience.
  • Extensive knowledge of PC hardware, Windows Desktop OS, and printer troubleshooting.
  • Two or more years of experience with Windows-based networks and Active Directory Services.
  • Strong skills in Windows networking, including TCP/IP configuration and DNS troubleshooting.
  • Experience with remote desktop access in a Windows environment.
  • Thorough understanding of MS Operating Systems, MS Office, and help desk operations.
  • Prior experience supporting a large user base (500+ users) is highly desirable.
  • Familiarity with Windows Server security, Active Directory, and Group Policy.
  • Experience with remote monitoring and administration tools.
  • Two or more years of experience in Ethernet network cabling.
  • Experience with vendor management for hardware and software procurement.
  • Excellent communication skills and a professional appearance.
  • Ability to lift and manage equipment as required.

Physical Requirements

This role requires the ability to perform essential functions, including sitting, standing, walking, and using hands for various tasks. Reasonable accommodations may be made for individuals with disabilities. The work environment may vary in noise levels and may include exposure to different areas of the property.

This job description outlines the primary responsibilities and qualifications for the Senior IT Support Specialist position. It is not intended to be an exhaustive list of all duties performed by the employee in this role.

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