Senior Analyst - Deskside

Position Overview

The purpose of this position is to assist internal Team Members with high quality desk side services which enable them to perform their work related responsibilities to the best of their abilities. The primary responsibility of this role is the support of PC hardware and software for the organization. This requires personal interactions, strong PC and network troubleshooting abilities and the commitment to quality work and complete resolution of the reported issues. This role will be assigned the most complex and executive support challenges. This role also provides leadership, coaching and mentoring of Level II and Level I Analysts.

All duties are to be performed in accordance with departmental and The Venetian Resort's policies, practices, and procedures.

Essential Duties & Responsibilities

• Manage service/incident queues and provide appropriate supervision of shift resources and up to 40% of scheduled time.
• Provide support and assistance as first escalation point for Level II and Level I Analysts.
• Train and provide assistance to Deskside Analysts - Level I and Level II to increase team knowledge base and provide growth.
• Provide VIP assistance and support in accordance with VIP Support SOP as needed.
• Contact the customer to confirm and acknowledge ownership of support issues.
• Update tickets in a timely manner.
• Review ticket queue every hour and update tickets every 2 hours, whenever a ticket status changes.
• For all incident tickets contact the customer within 15 minutes of ticket receipt to acknowledge ownership of their issue and begin the resolution process which will include resolving by phone or responding on-site to the user's desktop.

Additional Duties & Responsibilities

• Update drop down fields within the service ticket to accurately reflect the issue or request and support provided.
• Keep the ticket comment field updated with current work status and provide a complete description of all final resolution work performed.
• Keep the customers well informed of their actions including issue or request ticket status.
• Escalate issues to management in a timely fashion.
• Respond to management on a timely basis as requests are submitted.
• Create Documentation based on the duties required of Deskside Analyst - Level III.
• Engage in technical training to increase knowledge base and skill level, including certification training.
• Manage project coordination and implementation from start to finish.
• Support mobile devices such as blackberries, iPhones, iPads and PDAs.

Additional Duties & Responsibilities

• Repair and install various network peripherals and upgrade Microsoft Windows operating systems including standard applications.
• Troubleshoot software/hardware problems through debugging, testing, and vendor assistance.
• Provide recommendations regarding software/hardware changes to correct problems.
• Install and update PC virus protection programs.
• Troubleshoot diagnoses and identifies failing/failed components through use of testing procedures and diagnostic software.
• Research and resolve complex, technical user problems.
• Communicate resolution to appropriate IT staff and system users.
• Instruct system users on basic application and personal productivity software functions in an informal setting.
• Safety is an essential function of this job.
• Consistent and regular attendance is an essential function of this job.
• Performs other related duties as assigned

Additional Duties & Responsibilities

Minimum Qualifications

• AA or AS Degree with MCSD certification and extensive work experience may offset 7+ year prior experience if proficiency with all other areas can be demonstrated.
• Must be able to obtain and maintain Nevada Gaming Control Board Registration and any other certification or license, as required by law or policy.
• 7+ year progressive experience with PC service and support.
• Must have proficiency in the following software or system MS Office, Windows 95/NT, XP, MS Exchange.
• Must have previous experience connecting and installing software drivers associated with external printers.
• Proficient resolving network connectivity issues.
• Proficient installing software installation and related software support/maintenance.
• Support of mobile communication devices; Smartphones, tablets, laptops.
• Proficient resolving Wi-Fi and wireless connectivity issues.
• Ability to perform hardware service on desktops, laptops and printers.

Minimum Qualifications

• Ability to coach and mentor less experienced analysts in troubleshooting issues.
• Experience providing formal and informal performance feedback.
• Experience managing to SLAs and proactively monitoring and addressing potential SLA breeches
• Strong customer communication skills.
• The ability to identify potential issues and recommend alternatives.
• Organized and detail-oriented.
• Must be willing to work multiple shifts.
• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
• Must be able to work varied shifts, including nights, weekends and holidays.
• 21 years of age.
• Proof of authorization/eligibility to work in the United States.
• High School Diploma or equivalent.

Physical Requirements

• Physically access all areas of the property and drive areas with or without a reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Ability for prolonged periods of time to walk, stand, stretch, bend and kneel.
• Work in a fast-paced and busy environment.
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.