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Senior IT Support Specialist
2 months ago
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 software applications. The specialist will engage with diverse software environments, operating systems, and hardware platforms, while collaborating on application projects under the guidance of the Senior Director of IT.
Key Responsibilities
- Implement and troubleshoot both hardware and software systems.
- Provide setup, operation, and technical support for multimedia equipment during events, ensuring optimal performance through installation, maintenance, and upgrades.
- Maintain comprehensive system documentation, procedures, and diagrams. Collect and analyze system data for troubleshooting, coordinating with software vendors as necessary.
- Take initiative on minor tasks and operational challenges, offering insights into internal business processes related to applications.
- Ensure compliance with application standards such as MICS, PCI, and HIPAA.
- Occasionally perform duties of junior staff and assist with other tasks as required.
- Conduct product evaluations and recommend minor products or services.
- Work with minimal supervision while continuously learning new technologies through self-study.
- Effectively communicate technical information to non-technical personnel.
- Support 24/7 business operations, including on-call responsibilities, adhering 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 management.
- Assist Systems Administrators with network hardware/software maintenance and configuration, including Active Directory and Group Policy management.
- 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, managing phone, email, and ticket requests.
- Ensure all enterprise backups and data storage are maintained.
- Monitor and report on hardware and software inventory in accordance with established policies.
- Perform administrative duties including invoice tracking and processing.
Compliance Responsibilities
All team members are expected to adhere to compliance with relevant laws and regulations, including:
- Participating in mandatory training sessions.
- Obtaining and maintaining necessary licenses.
- Conducting duties in accordance with local laws and regulations.
- Ensuring minors are not permitted in gambling areas or engaging in prohibited activities.
- Understanding departmental regulations and policies.
- Being aware of programs addressing problem gaming.
- Reporting any observed misconduct.
Qualifications
- Minimum of five years of experience in Microsoft Windows-based PC support; certifications such as MCP, Network+, and Security+ are preferred.
- A Bachelor’s degree in a related field or equivalent experience, with at least three years of relevant work experience.
- In-depth knowledge of PC hardware, Windows Desktop OS, and printer troubleshooting.
- Two or more years of experience with Windows-based networks, including LDAP 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.
- Extensive knowledge of MS Operating Systems, MS Office, and help desk operations.
- Experience supporting a large user base (500+ users) with a minimum of five years in IT support.
- Familiarity with Windows Server Local Admin security and Active Directory.
- Experience with remote monitoring and administration tools.
- Two or more years of experience in Ethernet network cabling.
- Previous experience with point of sale systems and AS/400 systems is advantageous.
- Experience managing vendor relationships for hardware and software procurement.
- Excellent communication skills and a professional appearance.
- Ability to lift, push, and pull weights as required.
Physical Requirements
The physical demands of this position require the ability to sit or stand for extended periods, walk, use hands for various tasks, and occasionally lift up to 25 lbs. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.
This job description is intended to provide a general overview of the responsibilities and qualifications for the position. It does not encompass all duties that may be assigned, and employees are expected to follow any additional job-related instructions from their supervisors.
