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Responsibilities

• Provide first-level technical support to associates via phone, remote support tools, email, walk-up requests, and on-site support.
• This is an on-site position supporting a 24x7 Casino/Hotel operation.
• Associates are expected to provide in-person technical support throughout the property and must be available to work flexible schedules, including days, evenings, overnights, weekends, holidays, and other shifts as required by business needs.
• Receive, document, prioritize, and manage incidents and service requests through the ITSM platform in accordance with established procedures and SLAs.
• Image, deploy, configure, and support Windows-based desktop and laptop computers, peripheral devices, mobile devices, and approved software applications.
• Troubleshoot and resolve routine hardware, software, printing, account access, and connectivity issues, escalating more complex issues as appropriate.
• Maintain accurate documentation of incidents, requests, troubleshooting activities, and resolutions within the ITSM platform.
• Assist with inventory, deployment, tracking, recovery, and disposal of technology assets.
• Support end-user technology throughout the Casino/Hotel property, including workstations, printers, mobile devices, point-of-sale equipment, kiosks, and other assigned technology assets.
• Maintain day-to-day operational support of IBM iSeries and Windows (Intel-based) server environments by monitoring system status, responding to alerts, performing routine operational tasks, and escalating issues to senior technical staff as appropriate.
• Follow Incident Management, Service Request, and Change Management procedures.
• Participate in knowledge-sharing and documentation improvement efforts.
• Comply with all New Jersey regulatory requirements.

Qualifications

• Must be able to work GRAVE SHIFT.
• Must be flexible with hours and able to work weekend/Holidays.
• Must be able to work in an environmentally controlled Network Operations Center (NOC) and Computer Room.
• Exposure to casino-related environmental factors including secondhand smoke, excessive noise, and kitchen environments.
• Must be able to stand, walk, and move throughout the Casino/Hotel property for an entire shift.
• Must be able to work in an on-site support role and provide coverage for a 24x7 operation, including days, evenings, overnight shifts, weekends, holidays, and other non-standard hours as business needs require.
• Must be able to lift, carry, and move technology equipment weighing up to 75 pounds.
• Must be able to crawl under desks and in confined areas to install and manage cabling and technology equipment.

QUALIFICATIONS

• One to three years of experience in desktop support, service desk operations, customer support, or related technology support roles.
• Experience supporting Windows 10/11 desktop and laptop computers.
• Basic understanding of computer hardware, operating systems, software installation, peripheral devices, and troubleshooting techniques.
• Basic understanding of TCP/IP networking, wireless networking, and remote connectivity concepts.
• Experience providing customer service and technical support via phone, remote support tools, and in-person support.
• Strong verbal, written, and customer service communication skills.
• Basic familiarity with IBM iSeries (AS/400) environments or the ability to learn operational support procedures for enterprise server platforms.
• Ability and willingness to learn new technologies and support processes.

* Resorts is an Equal Opportunity Employer.

Essential Functions

All applicants must be able to perform the essential functions of this position, with or without reasonable accommodations.

ESSENTIAL PHYSICAL FUNCTIONS

• Standing (F)
• Walking (F)
• Sitting (C)
• Kneeling (N)
• Running (F)
• Lifting Max Weight: 75lbs (O)
• Pushing Max Weight: 75lbs (N)
• Pulling Max Weight: 75lbs (F)
• Carrying Max Weight: 75lbs (F)
• Bending (F)
• Stooping (F)
• Climbing Stairs (N)
• Climbing Ladders Max Height: (N)
• Working at a Height Level Above The Floor Max Height: (C)
• Finger Dexterity (C)
• Full Use of Both Hands (F)
• Crawling (O)
• Balancing (N)
• Throwing (N)
• Twisting (F)
• Reaching Max Height: (N)
• Driving (N)
• Working On or With Moving Machinery (F)
• Working at Rapid Work Speed (F)
• Working in Isolation (F)
• Working Around People (F)
• Hearing Conversation (C)
• Hearing High Acuity (C)
• Speaking Clearly (C)
• Seeing Near (O)
• Seeing Far (O)
• Seeing – Depth Perception (O)
• Seeing - Color Vision

Other-Describe:

ESSENTIAL MENTAL FUNCTIONS

• Writing English (C)
• Reading English (C)
• Speaking English (F)
• Working under Pressure/Stress (N)
• Speaking With Guests/Customers (C)
• Speaking With Employees (C)
• Working with Basic Math Skills (C)
• Making Decisions Based On Facts (C)
• Making Decisions Based On Data (F)
• Making Decisions Based On Personal Judgment (F)
• Making Accurate Measurements According To Set Standards (N)
• Planning and/or Supervising the Activities Others

ESSENTIAL INTERACTIVE FUNCTIONS

• Working under Close Supervision (F)
• Working under Minimal Supervision (C)
• Working and Interacting With Management in a Professional and Courteous Manner (C)
• Working and Interacting With Co-Workers in a Professional and Courteous Manner (N)
• Working and Interacting With Guests in a Professional and Courteous Manner

ESSENTIAL ENVIRONMENT FUNCTIONS

• Working Inside (C)
• Working Outside (O)
• Working in a Fast Paced Environment (F)
• Exposed To Chemicals Describe: (O)
• Exposed To Dust, Fumes, Gases, Describe: (O)
• Exposed To Smoke (O)
• Exposed To Excessive Noise (O)
• Working in Dimly Lit Areas (O)
• Working in Sudden Marked Changes of Temperature and Humidity

Other Describe:

Key Not Applicable (N) Occasional (O) Under 2 hours Frequent (F) 2 hours to 5 hours Constant (C) more than 5 hours