Lead IT Support Technician

1 week ago

Warwick, United States Bally's Dover Casino Resort Full time

Why Bally's Dover Casino Resort

Bally's Dover Casino Resort stands as a premier entertainment establishment, engaging millions through both digital gaming platforms and traditional casino experiences. Our commitment to innovation, enthusiasm, and a passion for delivering exhilarating gaming adventures defines our identity.

Joining Bally's means embarking on a journey filled with opportunities. We are on the lookout for service-oriented professionals eager to cultivate their careers in a dynamic and stimulating environment. If you thrive on challenges and seek a vibrant workplace, this is the ideal setting for you.

The Position:

The Lead IT Support Technician will be an integral member of the Enterprise IT team, responsible for delivering IT services to a global workforce exceeding 1700 employees across multiple locations. This role involves providing on-site assistance at our primary office and offering remote support to other locations. The ideal candidate will possess enthusiasm, energy, and a quick aptitude for learning new technologies, coupled with a proactive approach. This is an excellent opportunity to enhance your IT expertise within a rapidly expanding organization.

Key Responsibilities:

Deliver both on-site and remote technical support to end users. Provide IT assistance to all users, including senior management. Oversee the setup of Windows and Mac systems, ensuring optimal user experience and device security. Log, track, update, and respond to support inquiries promptly, ensuring each request is resolved or appropriately reassigned. Assist in IT projects and see them through to completion. Support Windows 10, Windows 11, and Mac OS devices connected to the corporate network. Provide support for Microsoft 365 applications, including Teams and Exchange. Build and maintain relationships with the broader IT team. Keep accurate records of hardware inventory and manage the lifecycle of devices. Maintain and support audio-visual and video conferencing systems. Mentor and guide junior team members. Adapt to a technically complex and rapidly evolving environment, responding calmly to shifting priorities in high-pressure situations.

Required Qualifications:

A college diploma or university degree in computer science or a related field, or equivalent work experience of at least 3 years. Proficiency in supporting and troubleshooting Windows 10 and Mac OS X. Familiarity with helpdesk systems, preferably Jira, and an understanding of the escalation process. Experience with JAMF and Manage Engine is a plus. Background in a regulated industry is advantageous. Strong knowledge of Microsoft products, particularly Microsoft 365, Teams, OneDrive, and SharePoint. Experience with remote user support and remote access technologies. Skills in printer support and configuration. Basic understanding of networking concepts and troubleshooting. Familiarity with ITIL principles. Ability to work independently with minimal oversight. Excellent verbal and written communication skills. Flexibility in work hours is essential. Willingness to support remote locations, including occasional travel. Strong time management and problem-solving abilities. Availability for remote meetings in various time zones. Willingness to provide weekend support as needed.

Benefits:

Competitive salary with annual performance evaluations. Comprehensive health insurance plan, including medical, dental, and vision coverage. 401(K) plan with company matching. Employee Stock Purchase Plan. Access to perks and childcare discounts.

Note:

This job description is intended to provide a general overview of the responsibilities and qualifications associated with this position. Duties and responsibilities may evolve over time.

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