The Jr. Technical Analyst provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email, and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. The ideal candidate will have an associate degree in a related area or 1-2 years (minimum) experience in a related area. This position will report directly to the Penn Interactive (PI) IT Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES: - Include the following. Other duties may be assigned.

• Logs all PI Service Desk calls and email requests from corporate and properties
• Handles and assist daily activity on desktop support and Active Directory requests, i.e. (password resets, file permissions, new account creation, etc.)
• Will research, respond to, and resolve, intermediate-to-complex problems relating to computer hardware, software, user accounts, mobile devices, and printing.
• Maintain/assist installed PCs/Laptop/desktops/Macbooks, vidcom and peripherals with routine maintenance and network connections.
• Provides training to end users on systems and processes (Explain and document technical issues in a clear way to clients).
• Communicates and provides follow up with all end users on ticket status
• Provides application testing before production roll-out and test computers to ensure proper functioning.
• Assists as needed with Infrastructure projects at PI.
• Works with Network and Systems team for various IT tasks.
• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation.
• Willing to be on call for support after hours and weekends

REQUIRED SKILLS: To perform this job successfully, an individual must have proficiency in following:

• Ability to communicate clearly and effectively when responding to trouble calls with f2f/phone call/IM.
• Experience in administering and troubleshooting (1-2 years) Windows 10 Pro and Apple Mac iOS.
• Experience in administering and troubleshooting (1-2 years) Microsoft Office 365/2016 Professional.
• Experience with administering and troubleshooting Desktop, Laptops and video com.
• Previous with some experience configuring and supporting network switches, WIFI router and printers.
• Previous experience supporting remote users over virtual private networks (VPN).
• Good understanding of Microsoft Active Directory and G-suite admin console.
• Experience in administering and troubleshooting mobile devices including iPhone, iPad, & Android.
• Ability to work in a Team to prioritize Projects.

PREFERRED SKILLS:

• Mac iOS certification is a plus
• Microsoft certification is a plus.
• CompTIA A+/Network+/sec+ is a plus.
• Degree in computer-related field is desired.

Penn Interactive (PI) is committed to helping our team members live their best, healthy life. We offer unique and competitive benefits that help our employees, through a private exchange which allows our team members the ability to choose from several coverage levels and insurance carriers (both local and national carriers). Along with medical, prescription, dental, and vision coverage, there are also voluntary plans available to employees.