IT Support Specialist II

Prioritize and respond to technology related Incidents and Service Requests calls and ensures all client/user support and service requests are handled or escalated in a timely manner, ensures updates and resolutions for incidents, service requests, problem tasks, and change tasks are communicated to end-users and business partners as appropriate Provides in person and remote first level support and request response for customer facing and end-user systems including software and hardware for all platforms Assists in problem determination/isolation and analysis of problem data, root cause analysis and mitigation for customer facing and end-user systems, decide when to escalate complex problems to senior level IT staff and service provider/vendors as necessary Assists in execution and verification of impact to IT Change Tasks that are impactful to property operations Responsible for completion and documentation of all assigned day-to-day tasks/activities per the scheduled shift for various systems. These functions can include first level support for clients/users requests, marketing/hospitality/gaming special events, printing, and other duties as required Participates and provides analyses for Vulnerability Remediation activities for customer facing and end-user systems and other technologies as necessary Updates procedures and documentation for select platforms Perform entry level and intermediate technical tasks/repairs on all desktop, end-user, customer facing platforms Uses the Service Management System to track and close all client/user incidents, request, change, and problem activities Prioritize and ensure the computer/equipment room is maintained at prescribed temperature levels and in a clean and orderly condition May provides one-on-one training for Support Specialists and end-users. Monitors and reports system performance issues as necessary Participates in technology related projects as necessary Maintains confidentiality in matters pertaining to company records, policies, and customer lists. Disposes of physical assets containing sensitive data as determined by management and prescribed by Information Security Policy Performs all duties in a manner that ensures the I.T. Department will meet or exceed the measurable objectives for service level to customers and end-users and system availability Maintains property technical asset inventory including but not limited PC/Laptops, kiosks, and to Point of Interaction POS devices Acts as a role model to other employees and always presents oneself as an asset to Caesars Entertainment and encourages others to do the same Adheres to all regulatory, company and department policies and procedures Not a remote worker position, however, some remote work may be required Completes all other duties as assigned