IT Support Analyst

Were always looking for talent that believes in having fun. At PENN Entertainment youll get to be a part of an exciting industry where the days and nights are fast paced. Youll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. Youll 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 individuals 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 benefitssuch as day-one medical coverage 401(k) matching and annual performance bonusmayvaryby time off is earned according to the local policy and increases with the length of employment.

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

This positionis responsible fortroubleshooting and providing enduser support for all electronic systemsanddevices.

• Createsframeworkfor property user profile interfaces as they relate to Company systems and networks.

• Analyzes hardware software and computer system functional specifications todetermineproperty and business needs. Partners with property leadership to implement products systems and specifications fromanalysisoutcomes.
• Performs the installationrepairand preventative maintenance of personal computer equipment and related systems.

• Performs root cause analysis develops checklists for typical problems and creates procedures and internal control changes for problem prevention.

• Creates standard operating procedures and user guides and contributes to technical procedural documents before they are published.

• Demonstrate creativity in analyzing issuesdeterminingapplicationtestingand inrecommending solutions to complex IT scenarios.

• Performs user administration duties as needed included but not limited to account activation termination and local system administration

• Performs installation repair maintenance on audio-video systemskiosksand other embedded systems as needed.

• Responsible for responding to documenting and resolving service ticketsin a timely manneraccording to applicable service level agreements (SLAs).

• Resolves and tracks simple and complex end user software/hardware computerproblems andidentifiestechnology needs that will improve business processes.

• Responsible for operation and programming of phone systems including but not limited to moves adds changes providing updating phone lists wireinstallationand systems analysisand

• Assistswithinventory control for all hardware/software;maintainsequipment organization to helpexpediteservice.

• Supports promotes anddemonstratessuperior customer servicein accordance withdepartment and company standards and programs.

• Assistswith the remote access process when vendors need to provide support for upgrades and troubleshooting issues.

• Consults with vendors Corporate and property leadership todeterminespecific application needs upgrades and overall system improvementsas needed. Completes profile request administration for network and property systems; Add/change/modifyend user access according to department and regulatory policy.

• Serves as adepartmentliaison with external vendors to improve customer service and reduce issues within the IT environment.

• Responsible for ensuringthe compliancewith all regulatory compliance within area of responsibility and reporting potential issues to management.

• Perform all job duties in a safe and responsible manner.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associates degree in computer technology or related fieldandthree years related experience or training; or equivalent combination of education and experience.

• Knowledge of a wide variety of technologies to effectively support end-user technical needs including computing devices operating systems network technologies printers and peripherals and a variety of software applications (desktop client-server browser-based etc.);

• Experience in operating systems softwaretoolsand project management methodologies.

• Must be highly proficient in all Microsoft applications.

• Must have working knowledge of current Windows operating systems.

• Must have workingknowledge of networking fundamentals and Microsoft active directory administration.

• Must have experience supporting current Microsoft Office suites troubleshooting computer hardware software and operating systems and performing computer imaging and restoration.

• Must have excellent verbal and written communication skills.

• Ability to add subtract multiply and divide in all units of measure using whole numbers common fractions and decimals. Ability to compute rate ratio and percent and to draw and interpret bar graphs.

• Ability to effectively present information and respond to questions from groups of managers clients customers and thegeneral public.

• Must have the ability to interact with guestsstaffand colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• The employee must regularly lift and/or move up to 10 pounds frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds and must have the ability to push pull reach bend twist stoop stack crouch kneel and balance when performing job duties in varying work areas such as confined spaces.
• Employeecould be exposed to an environment containing unrestricted second-hand tobacco smoke.

Weve 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