KEY JOB FUNCTIONS :

• Provide specialized technical problem solving and problem resolution skills.
• Work with management and Enterprise IT to resolve complex business, computer system and data communication problems.
• Install, upgrade and maintain gaming hardware & software products.
• Plan and coordinate all hardware installations, changes and updates with vendors and users, adhering to the I.T. Change Control Process.
• Administer and control updates/changes to production programs, files and databases.
• Recommend application design changes to management and Enterprise IT to maximize resources.
• Plan, schedule and load new versions of the Host Platform operating system and related vendor patches or temporary fixes as defined in the Product Support Agreement.
• Provide first- or second-level problem determination/ isolation and recovery support for Host Platform computer systems.
• Update, direct and escalate problems for final resolution. Analyze and recommend tools and service aids for system/network operation and problem determination. Report results from technical research, system performance reports and problem resolutions to upper-management.
• Collect and analyze system data for quality assurance of technical design and optimum system performance. Adjust system parameters to achieve peak system performance.
• Administer systems and tools to analyze and secure computer system programs and database files to comply with audit and regulatory requirements.
• Assist in the research, evaluation and support of new technologies (hardware and software) for ongoing productivity and resource improvements.
• Assists in planning by communicating with project / product teams, clients and vendors.
• Effectively contributes to the engineering process and roles as outlined in the HIT project management methodologies.
• Recommends changes for improved system implementations/modifications.
• Practices, and adheres to system management criteria and policies and procedures.
• Practices, and enforces change control process.
• Ensures established enterprise standards are followed and enforced during system implementations.
• Ensures that the infrastructure resources meet committed user expectations, including projects for future usage and growth.
• Provides consistent support for existing infrastructure and programs. Updates and adjusts service, product, and support as needed.
• Analyzes infrastructure for evidence of unsatisfactory or unusual operating conditions.
• Builds knowledge of products and direction through vendor interaction.
• Appropriately leverages vendor resources to efficiently resolve issues
• Training: Will attend HET and vendor provided training pertinent to this position, and will pursue the necessary training to maintain and enhance their abilities.
• May require regional support for other Northern Nevada properties.

EDUCATION and/or EXPERIENCE:

• 1 - 3 years work experience in a technical support environment, supporting multiple high-end computer systems.
• General understanding of production operating systems, transaction processing systems, relational database architecture, wide and local area networks, communication protocols, real-time systems, mission-critical gaming systems, IT industry standards, as well as various types of computer terminal equipment.
• Associates degree in a computer-science related field or equivalent experience in a multiple Host Platform technical support environment required

QUALIFICATIONS:

• Literate and fluent in English
• Very strong personal computing skills recommended.
• Ability to obtain and maintain jurisdictional gaming license.
• Demonstrated intermediate to advanced level technical/troubleshooting skills in the desktop environment and related hardware and software products.
• Ability to be trained in supporting various desktop configurations.
• Intermediate to advanced knowledge of user environments.
• Demonstrated communication skills.
• Intermediate to advanced analytical and problem solving skills.
• Must have good customer service skills
• Work schedules may not remain consistent and will possibly change regularly
• Must be reachable during on call support duty
• Must be able to VPN to provide on call support
• Must be able to respond to the property on short notice for on call support
• Must be well organized and detail oriented and be able to perform many tasks at one time.
• Ability to demonstrate a pleasant and enthusiastic demeanor at all times.
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business
• Acts as a role model to other Team Members and always presents oneself as a credit to Caesars Entertainment and encourages others to do the same.
• Adheres to all regulatory, company and department policies and procedures

PHYSICAL, MENTAL and ENVIRONMENTAL DEMANDS:

• Must have visual acuity.
• Ability to note audio or visual warnings or error messages from system.
• Ability to smell.
• Able to lift, carry, push, pull, handle, reach or grip 50 pounds, above or below shoulder
• Ability to differentiate between colors
• Auditory range must include immediate environment.
• Mobility to move about the property
• Must have the manual dexterity to operate a computer and other necessary office equipment.
• Must have the ability to push, pull, reach, bend, twist, stoop, and kneel.

Positions that have contact with the public require the ability to work in a noisy
environment, and may be exposed to guests who use tobacco products. Also, non-public contact positions may be required to enter public areas from time to time, in connection with their duties, and may be subject to the same environment.

Disclaimer
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).