IT Property Support Engineer I

Technical Support Specialist

Qualifications:

Must be at least 21 years of age.

Associates degree in a computer-science related field or equivalent experience in a multiple Host Platform technical support environment.

1 - 3 years of 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.

Must have flexible schedule and be able to work any day/any hours.

Must be able to provide on-call support - respond to the property on short notice for on call support, reachable during on call support duty and able to VPN to provide on call support.

Must be able to get along well with others and work as a team.

Must present a well-groomed appearance.

Essential 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.

Work schedules may not remain consistent and will possibly change regularly.

All team members will follow the Everyone Greets Everyone (EGE) policy. It is the expectation that every team member, front or back of house, should proactively seek out opportunities to greet guests and their fellow team members daily. EGE policy states teams members should: acknowledge guests and fellow team members within 10 feet; initiate friendly verbal greeting within 5 feet; keep your head up, look around ("head on a swivel"); look for opportunities to greet guests and others; please remember that when you are on the floor, you are "on stage".

Team members will participate in all mandatory meetings and pre-shift BUZZ sessions.

Works a flexible schedule including weekends, evenings and holidays.

Works a reasonable amount of overtime when required.

Meets the attendance guidelines of the job and complies with all state, federal and regulatory policies and procedures.

Must be able to work a varied schedule including holidays, nights and weekends as needed.

Must be able to work a reasonable amount of overtime when required.

Perform other duties as assigned.

Physical, Mental & Environmental Demands:

Must be able to lift 50lbs.

Must be able to maneuver in and around casino and public areas.

Must be able to perform the physical duties of line employees in emergencies.

Must have visual acuity.

Ability to note audio or visual warnings or error messages from system.

Able to lift, carry, push, pull, handle, reach or grip 50 pounds, above or below shoulders

Must be able to respond to visual and aural cues.

Must be able to tolerate areas containing secondhand smoke.

Harrah's reserves the right to make changes to this job description whenever necessary. It is our policy to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, or marital status. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Preference is given to qualified Iowa tribal members and members of other federally recognized tribes.