Specialist - IT Support

- Provide 1st level support to the business users, by analyzing and resolving IT problems via phone and remote desktop solutions. - 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 - Assist in creating knowledgebase articles. - 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 Service Desk policies and procedures. - Assist with moving equipment from time to time. - Other Supervisor-assigned duties as necessary. - Minimum of 2 years demonstrated, recent support/troubleshooting experience in all aspects of Windows 10, MS *Office 365, Microsoft Edge and Google Chrome - Demonstrated experience in a customer service role within an IT support team. - Strong MS Office 365 and Cloud environment 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, Android, Apple iOS, Windows Phone. - Understanding of Microsoft Exchange and experience supporting users working with Outlook 365 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.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. Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.