The 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 2-3 years (minimum) experience in a related area. This position will report directly to the Penn Interactive (PI) IT Manager.

Essential Duties and Responsibilities

The following and other duties may be assigned as necessary:

• 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
• Produces documentation on Service Desk procedures and application support issues
• 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.
• Provides advice and guidance to colleagues regarding incidents.
• 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

Qualification Requirements

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 required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Ability to communicate clearly and effectively when responding to trouble calls with f2f/phone call/IM.
• Experience in administering and troubleshooting (2-3 years) Windows 10 Pro and Apple Mac iOS.
• Experience in administering and troubleshooting (2-3 years) Microsoft Office 365/2016 Professional.
• Experience with working in Enterprise level environment with multiple office locations.
• 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/AWS Active Directory and G-suite admin console.
• Basic understanding of AWS.
• 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.
• AWS Cloud Practitioner Essentials cert is a plus
• CompTIA A+/Network+/sec+ is a plus.
• Degree in a computer-related field is desired

Supervisory Responsibilities

This job does not have supervisory responsibilities.

Language Skills

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

Reasoning Ability

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Certificates, Licenses, Registrations

Position requires licensing in applicable states that PI operates, which is subject to change.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.

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.

Travel Requirements

This position is expected to travel 10% of the time.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.