Job Description:
Provides outstanding internal customer service by investigating and resolving software and hardware problems for computer users so that they can remain productive. Adheres to all Company service and operating standards.
- Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
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Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
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Determines whether problem is caused by hardware such as printer, cables, or telephone.
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Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
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Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
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Prepares standard statistical reports, such as help desk incident reports.
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Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
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Consults with programmers to explain software errors or to recommend changes to programs.
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Calls software and hardware vendors to request service regarding defective products.
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Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
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Writes software and hardware evaluation and recommendation for management review.
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Writes or revises user training manuals and procedures.
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Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.
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Installs personal computers, software, and peripheral equipment.
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Performs all other duties as assigned.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Experience and Skills:
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High School Diploma or G.E.D. required. One year certificate in IT from college or technical school; minimum of 3 months related experience or training. Comp TIA A certification, or evidence of proactively pursuing such certification is required.
- Knowledge of Accounting software; Database software; Human Resource systems; Internet software; Inventory software; Payroll systems; and Spreadsheet and Word Processing software such as found in MS Office Suite. Must have excellent organizational and planning skills, and strong communication skills.
- Must be able to sit, stand, lift, carry weight, kneel, bend, and grip tools during a full 8 hour shift. Must be able to work all shifts, and weekends/holidays as required. Must be able to communicate effectively in English, both verbally and through written communications.
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Must be knowledgeable of all federal, state and local laws and regulations relevant to operations.
Job Benefits:
Company Benefits include (please note that some are reserved for Full Time Team Members only):
Medical/Dental/Vision after 90 days of continuous full time service
Paid Time off (Vacation, Sick, Holidays)
401K with partial company match (after 6 months of employment – both FT and PT)
Short and Long Term Disability (after a qualifying period)
Employee Dining Room
Free Uniforms and Parking
Bright Funds Match program
Team Member Assistance Fund
Tuition Reimbursement
Appreciation and Celebration Events
Fun Company Swag
This is not a comprehensive list of benefits offered.
From: Parx Casino