DESKSIDE SUPPORT SPECIALIST

Performs advanced Deskside support problem determination and resolution and tracks all technology request reported to I.T.   

• Performs advanced Deskside computing problem determination and resolution and uses. 
• Remedy to manage all tickets reported to I.T.   
• Responsible for providing advanced problem determination for the following platforms, systems and applications including but not limited to:  Platforms – Microsoft Windows 7, Audio/Video, Desktop PC’s, Laptops, Printers, POS devices, Telephones, Network device connectivity, AS400 command language, 
• Active Directory Computer OU management.  Systems - Device setup, configuration and connectivity for CMS, LMS, Micros, Key system, Time and Attendance, and SDS. Applications - Microsoft Office, Remedy, and APS.   
• Responds to IT tickets to ensure all problems and service requests are resolved per standard operating procedure service level agreements. 
• Provides advanced support for all Deskside software and hardware, problem determination and isolation, analyzing problem data, performing data analysis, documenting findings, and communicating final resolution to clients and users. 
• Responsible for completion and documentation of all assigned day-to-day tasks/activities per the daily work schedule for each system and shift. 
• These functions include advanced support for clients/users requests, and other duties to assist the Engineer team as needed. 
• Maintains standard operating procedures for Deskside support platforms, applications and systems. 
• Uses Remedy to track and close all client/user calls/problems reported to I.T. 
• Ensures the computer/equipment rooms are maintained and in a clean and orderly condition.  Monitors and reports system performance issues per standard operating procedures. 
• Participates in department driven projects. 
• Maintains the confidential nature of matters pertaining to company records, policies and customer lists.     

• HS, GED or equivalent experience preferred. 
• Minimum of three years in computer support with at least two years of advanced technical support. 
• Strong personal computing skills.     
• Knowledge of computer system installation, troubleshooting, problem determination, and restoration techniques. 
• Intermediate knowledge of networking technologies, electronic hardware and software, real-time systems, and mission-critical systems. 
• Excellent technical communication skills and experience in dealing with user problems.  Extended knowledge of I.T. support operations and user environments. 
• Strong analytical and problem-solving skills. 
• Ability to communicate with all levels of management in a clear, friendly, and confident manner.      Must be able to get along with co-workers and work as a team. 
• Must present a well-groomed appearance. 
• Must be able to maneuver around computer office/work areas, effectively work in high traffic areas and respond to visual and aural cues. 
• Must have the manual dexterity to operate a computer and other necessary office equipment.  Must be self-motivated and be able to handle more than one function at a time by being well organized. 
• Must be able to read, write, speak and understand English. 
• Good mathematical and clerical aptitude for accurate record keeping. 
• Excellent customer service skills a must.   
• Must be able to obtain a MS gaming license.