End User Support Engineer at Harrah's Cherokee Valley River

Job Description

Job Description

On the Technology side, we’ve built an entire sports betting and iGaming platform from the ground up in less than 3 years. Through continuous improvement and data-informed product development, we are adding features so that our customers have the best product experience in the market. Our Product Technology team is comprised of the brightest minds in Tech, and our culture of autonomy and decisiveness gives the team the freedom to deliver without constantly seeking permission to take action. We chart our own path and innovate as we create the next generation of products. We’re looking for like-minded superstars that want to work with the best of the best and join the biggest name in sports betting and iGaming as we take over the U.S. market!

Under the leadership of the Director of End User Support, you will be responsible for overseeing tier desktop technical support, the desktop user experience, and support of the company’s peripheral desktop computing systems, software, and related technology. You will work jointly with the Network and Systems Administrators and escalate issues to the Director of IT & Cyber-security as appropriate.

What You Will Do

• Create audit reports requested by Compliance.
• Track and manage hardware and software, including asset inventory and licensing.
• Develop and maintain standardized desktop and laptop images.
• Build and deploy desktops and laptops as required using imaging software.
• Effectively utilize work order ticketing system to manage operational tasks.
• Provide desktop hardware and software troubleshooting and support
• Maintain printers, projectors and other peripheral technology.
• Support impromptu company meetings and events by setup, configuration, and operation of required IT equipment.
• Provide specification and procurement of new software and hardware related to desktops and peripherals.
• Work with department managers to help make new hardware procurement decisions that intersect with IT equipment.
• Provide user assistance and coaching in the best practice use of existing software and hardware.
• Develop and maintain a strategy for an efficient and satisfying desktop user experience.
• Lead the implementation of new desktop software and major upgrades.
• Work closely with Network and System Administrators to address overlapping issues.
• Complete quarterly training as defined by supervisor.
• Perform other duties as necessary.
  
  

What You Will Need…

• Minimum 1 - 3 years of relevant experience and/or equivalent education required for this position
• Associates degree in a related field preferred
• Experience with SCCM preferred.
• Proficient in MS Office: Outlook, Word, and Excel.
• Must be highly customer focused and service oriented.
• Must have good attention to detail and high analytical problem-solving abilities.
• IT Service Management tooling experience
• Advanced technical support experience with the following technologies:
• Active Directory administration
• Microsoft Windows OS’s and Office applications (O365)
• Apple Hardware and MacOS
• OS and application deployment tools and imaging software
• Endpoint Management technologies
• Infrequent travel may be required at times
• Strong communication skills with the ability to deal with stakeholders at all levels
• Collaborative approach and strong relationship building skills
  

Physical Requirements

• Must be able to lift, pull or push 25 lbs.
• Must be able write for extended periods of time
• Must be able to twist, bend or reach with no significant boundaries
  
  

The salary range for this position is $53,000 - $60,000 USD, which is dependent on several factors including relevant experience, geography, business needs, and market demand. This role may offer the following benefits: medical, vision, and dental insurance; life insurance; disability insurance; a 401(k)-matching program; among other employee benefits. This role includes paid Personal Time Off and paid company holidays.