IT Support Specialist I (Harrah's Joliet)

We are seeking a customer-focused and technically skilled Support Specialist I to provide first-level IT support for our team members across the property. The ideal candidate is a strong problem solver who enjoys troubleshooting hardware, software, and system issues while delivering exceptional customer service. This role requires someone who can prioritize multiple requests, communicate effectively with employees at all levels, and work independently in a fast-paced environment. Experience with desktop support, help desk operations, Microsoft Windows, and basic network troubleshooting is preferred. A positive attitude, professionalism, and a willingness to learn new technologies are essential for success in this role

• Responds to telephone help-line calls and ensures all client/user support calls and service requests are handled or escalated in a timely manner.

• Provides 1st level support for all systems including software and hardware for all platforms, problem determination/isolation, analyzing problem data, performing data analysis, documenting findings, escalating complex problems to the I.T. staff or service vendors and communication 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 1st level support for clients/users requests, systems backups, printing, routing, and other duties.

• Updates procedures and documentation for all platforms, including performing intermediate technical tasks.

• Uses the help desk log to track and close all client/user calls or problems.

• Ensures the computer/equipment room is maintained at prescribed temperature levels and in a clean and orderly condition.

• Provides one-on-one training for Support Technicians and client/users.

• Monitors and reports system performance issues as necessary.

• Participates in department driven projects.

• Maintains confidentiality in matters pertaining to company records, policies, and customer lists.  Shred reports containing sensitive data as determined by management.

• Maintains logs to track system downtime and report all extended downtime to the supervisor and/or manager.

• Performs all duties in a manner that ensures the I.T. Department will meet or exceed the measurable objectives for service level to clients/users and system availability.

• Maintains property technical asset inventory.

• Acts as a role model to other employees and always presents oneself as a credit to Harrah’s and encourages others to do the same.

• Adheres to all regulatory, company and department policies and procedures.

• Completes all other duties as assigned.

• High School diploma or equivalent required.
• Must possess a positive attitude and demonstrate effective teamwork skills.
• Must be 21 years of age or older
• High School Diploma required.
• College training, equivalent to Bachelor’s degree in Computer Science preferred.
• 1yr min. in a technical support role.
• Strong personal computing skills recommended.
• Maintains property technical asset inventory.
• Demonstrated intermediate-level technical skills in all platforms.
• Intermediate skills related to troubleshooting on multiple platforms, problem determination, restoration techniques, and related hardware and software products.
• Excellent communication and customer service skills required.
• Ability to work in a fast paced and high-pressure work environment.
• Flexible to work any shift necessary.

ADDITIONAL REQUIREMENTS:  

• Lifts up to a maximum of 50 lbs. and must be able to carry objects weighing up to 25 lbs. 
• Must be able to work in areas containing high noise levels, bright lights and dust. 
• Position requires 30% standing, 40% sitting, 30% walking. 
• Requires some pushing and climbing. 
• Requires very frequent twisting, stooping, bending, kneeling and reaching overhead. 
• Must be able to respond to touch, speech, aural and visual cues. 
• Must be able to maneuver all areas of the casino.

Compensation & Benefits: 

• $45k-$50k 
• Employment Type – Full Time

Shift Details:

• TBD

Please note that the schedule may vary based on the operational requirements of the business, so flexibility is essential.

Benefits Package: 

• Comprehensive Medical, Dental, and Vision Insurance to support your health and well-being
• Life and Disability Insurance to provide financial security in unexpected situations
• 401(k) retirement plan to help you save for the future.
• Generous Paid Time Off (PTO) policy to ensure a work-life balance and time for personal needs
• Education Assistance program to support your professional development and continuous learning
• Exclusive Team Member Discounts as a recognition of your valuable contribution to the team AND MUCH MORE!,