Technical Support Analyst

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

Click HERE to discover how we empower team members to grow, thrive, and advance in their careers.

Assist the Senior Technical Support Analyst in supporting end users of computer equipment and software. Offers users help and support in all aspects of computer operations. Assists other Core IT staff on various projects as well as day-to-day operations including the configuration and operation of, Email, AVAYA Phone switch, Virus protection, including security issues related to the desktops and servers located in the corporate office.

ESSENTIAL DUTIES AND RESPONSIBILITIES

•  The qualified candidate will be responsible for providing expert and creative solutions to customer problems to ensure customer satisfaction and productivity. 
• Research, analyze, resolve and respond to intermediate-to-complex problems via telephone, e-mail and callbacks or escalation in accordance with current standards.
• Troubleshoots, diagnoses problems, implements corrective action procedures within prescribed guidelines and/or escalates to other technical resources as appropriate.
• Provide backup support for other IT personnel in the daily operation of the IT department to include diagnosing, troubleshooting, and taking corrective action on all core services. (Email, LAN, security, internet connectivity, domain administration).
• Builds, configures, upgrades, performs backup and recovery, installs and troubleshoots desktop computer systems. 
• Creates and reviews work orders to move, change, install, repair, or remove data communications equipment such as modems, cables, and wires. 
• Tracks and measures support performance against agreed service levels.  
• Create and modify documents and instructions on work performed. 
• Creates and maintains operational documentation for help desk procedures, virus protection, software licensing, inventory control, and software patches/updates. 
• Create, follow-up, and close helpdesk tickets using Numara Footprints. 
• Read technical manuals to learn and apply correct settings for equipment. 
• Support of remote email to PDA devices including Blackberry and iPhone. 
• Orders supplies and equipment and associated record keeping. 
• Provide efficient and prompt customer service support to computer users 
• Responds to end users problems and requests.  Instruct end users as necessary in the proper operations of the computer, software and network resources. 
• Provides training and instruction on hardware and software systems for Penn National Gaming 
• Assist Senior Technical Support Analyst with proper inventory of all office IT equipment and software licenses. 
• Proactively checks with end users to insure high level of satisfaction. 
• Provides support and instruction for Video conferencing equipment. 
• Provides end–user training on Phone system and assist Senior Technical Support Analyst with troubleshooting hardware and software support issues with Phone system.
• Training of office personnel on proper use of applications, including but not limited to, Microsoft Office suite, Accounting applications, Human Resource applications, file access, printing, wireless connectivity, and VPN.
• Assures proper computer use and instruction in areas of security and anti-virus.
• Other duties may be assigned.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor’s Degree (B.A/ B.S) or equivalent in an appropriate technical field from a four-year college; or two to four years’ related experience and/or training in a PC technical support role; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and in depth technical operating manuals .  Ability to communicate effectively with fellow employees and supervisors.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.

COMPUTER SKILLS                                                 

To perform this job successfully, an individual should have proficiency in Microsoft 2003/2008 Server, Windows XP, Windows 7, Microsoft Office 2003/2007 Professional Suite, Exchange Client Setup, Great Plains, ADP, Internet Explorer, and Adobe Acrobat.

PREFERRED:

• Knowledge and understanding of hubs, switches, routers and wireless devices a plus
  A+,  Net+ certification
• Microsoft Certification is a plus
• Degree in computer-related field is desired 

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via theScore Bet Sportsbook and Casino®.

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet. 

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Equal Opportunity Employer