IT Field Service Analyst

We are seeking a dedicated IT Field Service Analyst to provide comprehensive technical support and customer service to end-users. In this role, you will be responsible for diagnosing and resolving hardware and software issues, maintaining IT inventory, and ensuring the stability of our technical infrastructure. This position requires a proactive problem-solver capable of working in a dynamic, 24/7 environment, including casino floors and office settings.

• High school Diploma or equivalent and two (2) years of experience in IT support or a similar role.
• Certification in CompTIA, A+, ITIL, or similar credential preferred.
• Experience with common operating systems, including Windows, MacOS, and Linux.
• Knowledge of computer hardware, software, ticketing systems, and remote support tools.
• Knowledge of network protocols, troubleshooting methods, and ITIL practices.
• Strong analytical and problem-solving skills with an aptitude for troubleshooting technical issues.
• Ability to have a customer-focused approach with an emphasis on efficient issue resolution and service excellence.
• Ability to communicate technical information to non-technical users in an understandable manner.
• Ability to obtain and maintain licensing by the appropriate gaming authority.
• Must have and maintain a valid driver’s license.

• Responds to end-user inquiries through phone, email, or service management systems.
• Diagnoses and resolves technical issues with peripheral devices, such as printers, scanners, keyboards, mice, monitors, and others.
• Escalates complex problems to higher-level support.
• Delivers exceptional customer service by keeping users informed and supported throughout issue resolution.
• Maintains detailed records of support requests, resolutions, and IT inventory.
• Supports the installation, configuration, and maintenance of hardware and software systems.
• Provides excellent customer service, ensuring end users feel supported and informed throughout the resolution process.
• Escorts vendors throughout facilities when necessary, ensuring compliance with established policies and procedures.
• Conducts routine system updates and apply patches as required.
• Monitors system performance, reporting, and escalating issues as appropriate.
• Works in a variety of settings, including climate-controlled office settings and casino floors which includes exposure to second-hand smoke and crowd noise.
• Performs work without supervisory or management authority.
• Engages in physical activity, including walking, bending, carrying, and lifting objects up to 50 lbs.
• Works varied shifts, including weekends and holidays.
• Serves as part of the on-call rotation schedule.
• Travels as needed, including overnight stays.
• Performs other job-related duties as assigned.