• TECHNICAL SUPPORT ANALYST

    Requisition ID
    2018-36067
    Property
    Cactus Petes and The Horseshu - Jackpot, NV
    Category
    Information Technology
    Position Type
    Full-Time
  • What would I be doing?

    The Technical Support Analyst provides technical assistance, support, and advice to users in a 24 hour environment.  Analyze problems, recommend and implement solutions.  Provide technical support for hardware, software, and systems. Answer telephone calls and resolve difficulties. Install, modify, clean, and repair computer hardware and software.  Oversee the daily performance of the company’s computer systems and evaluate software programs for usefulness. Perform all system procedures and maintenance to facilitate continued and efficient use of system resources.

     

    We recognize that the hard work and dedication of our Team Members has a positive impact on our property's success, therefore along with competitive wages, full-time Team Members will receive Medical, Dental, Vision and a 401k plan, following 30 days of continued employment.

                                         

    The commute to Cactus Petes is easy and comfortable, our exclusive Team Member bus stops in Twin Falls and Hollister six times a day. We also have several types of housing available on property for rent to Team Members, subject to availability.

     

    If you are seeking to join a winning team and the Best Casino Entertainment Company in the World, then Cactus Petes is your destination! 

    Responsibilities

    • Adhere to the Penn National Gaming values.
    • Conducts timely 1st level analysis to determine problems and potential resolutions while providing help desk phone and on-site support for requests related to hardware, software, network/mainframe connectivity and application support.  Consults with end users to determine hardware, software or system function setups.
    • Maintains understanding of multiple platforms and applications to ensure accurate and timely resolution or escalation of the issue.  
    • Analyze, document, testing of computer systems or programs for purpose of 1st level troubleshooting.
    • Maintains knowledge of relevant products and service offerings to provide accurate solutions, and acts as a representative of technical services to the internal and external customers.
    • Determines what information to record per incident.
    • Determines if the issue can be solved immediately, or if an external vendor should be contacted to solve the issue, or will escalate the issue to the internal group.
    • Decides which priority should be given to each issue. 
    • Set-ups, modifies, and deletes systems access in timely manner based on knowledge of systems, and the requested access levels, while ensuring the appropriateness of each request.
    • Receives requests for technical assistance in person, via phone, and email.
    • Facilitates closure to problem ticket/service requests while meeting or exceeding defined service level expectations. 
    • Creates or edits documented procedures utilizing experience with successful resolutions and accurately documenting the issues using the appropriate tool(s). 
    • Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner. 
    • Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers. 
    • Performs documentation based on testing, creation or modification of computer programs. 

    What are we looking for?

    • High School Diploma or equivalent.
    • Associate Degree of equivalent course work desired.
    • Two years’ experience working in systems as an end user or supporting end users.
    • Microsoft OR A+ certifications preferred or must obtain certification within the first 18 months of employment. 
    • Possession of, and ability to obtain and maintain a valid drivers and gaming license within assigned state of employment
    • Must successfully pass background check.
    • Must successfully pass an alcohol and drug screening.
    • Must be twenty-one (21) years of age.

    What would it be like to work at this property?

    Since 1956, Cactus Petes has provided Northern Nevada and Southern Idaho with gaming and entertainment excitement. The casino is over 26,000 square feet with over 600 slot machines and 20 table games. The award-winning hotel has 296 rooms, the buffet is legendary and the classic showroom buzzes with headliners month after month. For added fun, guests can visit Horseshu's 3,000 square feet of western-inspired gaming space, filled with 60 slot machines and the latest electronic table games.

     

    Cactus Petes Resort Casino

    1385 Highway 93

    PO Box 508

    Jackpot, NV 89825

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