Job description

• Provide 1st level support to the business users, by analyzing and resolving IT problems via phone and remote desktop solutions. • Support/troubleshooting of moderately difficult hardware, software, network, mobile device, remote user and phone related issues within a large enterprise environment. • 1st level identification and escalation of Major Incidents using the approved IT process. • Document all work performed through a ticket tracking system and effectively track and route incidents to the appropriate teams within IT • Assist in creating knowledgebase articles. • Work closely with other support teams including desktop support, NOC, application support, project managers and engineers to resolve technical issues. • Stay current with system information, changes and updates. • Follow all standard Service Desk policies and procedures. • Assist with moving equipment from time to time. • Other Supervisor-assigned duties as necessary. • Minimum of 2 years demonstrated, recent support/troubleshooting experience in all aspects of Windows 10, MS *Office 365, Microsoft Edge and Google Chrome • Demonstrated experience in a customer service role within an IT support team. • Strong MS Office 365 and Cloud environment knowledge both from a user and troubleshooting perspective, especially Outlook, Excel, Word, and PowerPoint. • Demonstrated ability to setup and configure mobile devices of all OS types, Android, Apple iOS, Windows Phone. • Understanding of Microsoft Exchange and experience supporting users working with Outlook 365 preferred. • Solid understanding of the components of PC hardware and previous experience installing Operating Systems and software on to bare hardware. • Previous experience supporting Casino/hotel related proprietary applications preferred. • Excellent written and oral communication skills. • Excellent problem analysis and solving skills. • The Help Desk is a 24x7 operation. Candidates must be very flexible and willing to work during holidays and on shifts as required. • Shifts may be changed based on coverage requirements and special events. • Candidates may be asked to work longer hours on a case-by-case basis. • Must be able to learn quickly and be very self-sufficient with limited training required. • Candidates must be able to cope with stressful situations and frustrated customers in a calm and appropriate manner. • Self-starter, dependable and accurate in completing responsibilities with strong attention to detail. • Demonstrated ability to multi-task and work independently with minimal supervision. • Adhere to internal IT Policy and Procedures as it relates to helpdesk operations. • Candidates may be required to lift/move PCs and other IT equipment up to no more than 40lbs. May also be required to push/pull carts greater than 40lbs. The following experience/knowledge is a plus: • 2-4 year degree in a Technical field • IT related certifications preferred – e.g. A+, Network+, Security+, ITIL or MCP. • Understanding of basic ITIL principals preferred. • Basic understanding of application architectural principals and technologies in relation to client/server, n-tier, asynchronous message hub and web-based. • Basic understanding of networking concepts, including LAN/WLAN/WAN, TCP/IP, ICMP, 802.1x authentication, 802.11 wireless networking, DNS, DHCP, VPN, RSA, proxy, certificates and FTP (SSL & SSH) and ability to remotely troubleshoot connectivity issues for end users. • Basic understanding of types of network and server equipment, like firewalls, routers, switches, load balancers, blades, chassis, racks and SAN. • Demonstrated ability to support remote users over VPN technologies and get them operational without access to see their computer or remote network configuration. • Knowledge of Active Directory and application based user account management. Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Requirements

Must-haves

Provide 1st level support to the business users, by analyzing and resolving IT problems via phone and remote desktop solutions.
Support/troubleshooting of moderately difficult hardware, software, network, mobile device, remote user and phone related issues within a large enterprise environment.
1st level identification and escalation of Major Incidents using the approved IT process.
Document all work performed through a ticket tracking system and effectively track and route incidents to the appropriate teams within IT
Assist in creating knowledgebase articles.
Work closely with other support teams including desktop support, NOC, application support, project managers and engineers to resolve technical issues.
Stay current with system information, changes and updates.
Follow all standard Service Desk policies and procedures.
Assist with moving equipment from time to time.
Other Supervisor-assigned duties as necessary.
Minimum of 2 years demonstrated, recent support/troubleshooting experience in all aspects of Windows 10, MS *Office 365, Microsoft Edge and Google Chrome
Demonstrated experience in a customer service role within an IT support team.
Strong MS Office 365 and Cloud environment knowledge both from a user and troubleshooting perspective, especially Outlook, Excel, Word, and PowerPoint.
Demonstrated ability to setup and configure mobile devices of all OS types, Android, Apple iOS, Windows Phone.
Solid understanding of the components of PC hardware and previous experience installing Operating Systems and software on to bare hardware.
Excellent written and oral communication skills.
Excellent problem analysis and solving skills.
The Help Desk is a 24x7 operation. Candidates must be very flexible and willing to work during holidays and on shifts as required.
Shifts may be changed based on coverage requirements and special events.
Candidates may be asked to work longer hours on a case-by-case basis.

Nice-to-haves

Understanding of Microsoft Exchange and experience supporting users working with Outlook 365 preferred.
Previous experience supporting Casino/hotel related proprietary applications preferred.
IT related certifications preferred – e.g. A+, Network+, Security+, ITIL or MCP.
Understanding of basic ITIL principals preferred.

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Effort: medium

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