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IT Help Desk Representative
US-NV-Las Vegas

Job Title: IT Help Desk Representative

Location: Wynn

Job Description and Responsibilities:

Wynn Resorts is a Fortune 500 company led by hospitality industry visionary Steve Wynn. Currently operating in the top two casino gaming markets in the world, Wynn is financially stable and growth oriented. Our 12,000 employees at our Wynn Las Vegas and Encore properties have helped us win more Forbes Travel Guide Five-Star Awards than any other independent hotel company in the world. Wynn resorts are known for their innovative design, luxury offerings, and exceptional guest service. Joining Wynn means working for a leader in the global resort industry, one that has set today’s standards and will likely define them tomorrow.

The Help Desk Representative provides 1st level system phone and email support to business users, assisting them with PCs, peripheral equipment, mobile devices and system software issues. The Help Desk Representatives are expected by to be knowledgeable IT support technicians who can solve basic to moderate IT issues without additional assistance from other team members while also providing a high level of customer service at all times.

Job Responsibilities:

* Provide 1st level support to the business users, by analyzing and resolving IT problems via phone and email.
* Support/troubleshooting of moderately difficult hardware, software, network, mobile device, remote user and phone related issues within a large enterprise environment.
* 1st level identification and escalation of Major Incidents using the approved IT process.
* Document all work performed through a ticket tracking system and effectively track and route incidents to the appropriate teams within IT
* Create daily shift reports and assist with weekly status reports.
* Assist in creating knowledgebase articles, checklists, FAQs and End User training.
* Work closely with other support teams including desktop support, NOC, application support, project managers and engineers to resolve technical issues.
* Stay current with system information, changes and updates.
* Follow all standard Helpdesk policies and procedures.
* Assist with moving equipment from time to time.
* Other Supervisor-assigned duties as necessary.

Job Requirements:

* Minimum of 3 years demonstrated, recent support/troubleshooting experience in all aspects of Windows XP, Windows 7, MS Office 2010 and 2013, Internet Explorer 9 and above.
* Minimum of 2 years in a customer service role within an IT support team.
* Strong MS Office 2010/2013 knowledge both from a user and troubleshooting perspective, especially Outlook, Excel, Word, and PowerPoint.
* Demonstrated ability to setup and configure mobile devices of all OS types, including Blackberry, Android, Apple iOS, Windows Phone.
* Understanding of Microsoft Exchange and experience supporting users working with Outlook 2010 and Exchange 2010 preferred.
* Solid understanding of the components of PC hardware and previous experience installing Operating Systems and software on to bare hardware.
* Previous experience supporting Casino/hotel related proprietary applications preferred.
* Excellent written and oral communication skills.
* Excellent problem analysis and solving skills.
* The Help Desk is a 24x7 operation. Candidates must be very flexible and willing to work during holidays and on shifts as required.
* Shifts may be changed based on coverage requirements and special events.
* Candidates may be asked to work longer hours on a case-by-case basis.
* Must be able to learn quickly and be very self-sufficient with limited training required.
* Candidates must be able to cope with stressful situations and frustrated customers in a calm and appropriate manner.
* Self-starter, dependable and accurate in completing responsibilities with strong attention to detail.
* Demonstrated ability to multi-task and work independently with minimal supervision.
* Adhere to internal IT Policy and Procedures as it relates to helpdesk operations.
* Candidates may be required to lift/move PCs and other IT equipment up to no more than 40lbs. May also be required to push/pull carts greater than 40lbs.
* Candidates must be 21 years of age or older.

The following experience/knowledge is a plus:

* 2-4 year degree in a Technical field
* IT related certifications preferred – e.g. A+, Network+, Security+, ITIL or MCP.
* Understanding of basic ITIL principals preferred.
* Basic understanding of application architectural principals and technologies in relation to client/server, n-tier, asynchronous message hub and web-based.
* Basic understanding of networking concepts, including LAN/WLAN/WAN, TCP/IP, ICMP, 802.1x authentication, 802.11 wireless networking, DNS, DHCP, VPN, RSA, proxy, certificates and FTP (SSL & SSH) and ability to remotely troubleshoot connectivity issues for end users.
* Basic understanding of types of network and server equipment, like firewalls, routers, switches, load balancers, blades, chassis, racks and SAN.
* Demonstrated ability to support remote users over VPN technologies and get them operational without access to see their computer or remote network configuration.
* Knowledge of Active Directory and application based user account management.