Deskside Analyst 1

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Date: Mar 20, 2019

Location: Las Vegas, Nevada, US

Company: Las Vegas Sands Corp.

Position Overview:

The primary responsibility of the Deskside Analyst, Level I is to provide support in analyzing, diagnosing, troubleshooting and resolving incidents for Team Members and Guests related to workstations, printers, applications and POS devices within Gaming, Hotel, Front of House, Heart of House and Retail locations.  All duties are to be performed in accordance with department and The Venetian | The Palazzo Casino Resort’s policies, practices, and procedures.

Essential Duties & Responsibilities:

  • Address Team Member incidents and Guest technical support issues.
  • Fulfill service requests and project tasks as scheduled and in a timely manner.
  • Perform scheduled preventative maintenance on workstations and peripherals.
  • Write well-structured work notes, resolution notes and tracking level of effort expended on incidents, service delivery and project tasks for Deskside utilization reporting.
  • Control and prioritize work queue that may include incidents, requests and projects as well as providing status updates on assignments and identification of proper escalation points.
  • Make recommendations for updates or new knowledgebase items.
  • Provide hardware and software support to local and remote end-users, including hands-on support and basic tutoring/instruction when necessary.
  • Handle problem recognition, research, resolution and follow-up for routine user problems.
  • Incident Management: Analyze, triage, diagnose and resolve complex, technical customer problems.
  • Service Delivery: Recommend solutions, configure and deploy hardware, install software, setup large special events and perform preventative maintenance activities.
  • Consistent and regular attendance is an essential function of this job.
  • Performs other related duties as assigned.

Additional Duties & Responsibilities:

Additional Duties & Responsibilities:

Additional Duties & Responsibilities:

Minimum Qualifications:

Company Standards of Conduct

All Venetian | Palazzo Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct. Team Members are expected to behave in a manner that supports a harmonious work environment to help us deliver unmatched service to our guests and customers.

 

Minimum Qualifications

  • 21 years of age.
  • Proof of authorization/eligibility to work in the United States.
  • Minimum of six months of related technical support and customer service experience or possess an AA or AS Degree.
  • Strong analytical and problem solving skills.
  • In-depth knowledge of Windows operating systems required.
  • Technical certifications of Microsoft, ITIL, Network or Security Certification, preferred.
  • Ability to diagnose problems by reading log files and using network or application diagnostics tools.
  • Ability to communicate effectively in a positive/upbeat fashion utilizing English, both in spoken and written form.
  • Maintain a professional, neat and well-groomed appearance adhering to Company appearance standards.
  • Maintain consistent adherence to The Venetian and Palazzo Unmatched Guest Service Standards.
  • Work varied shifts, including weekends and holidays.
  • Must be able to obtain and maintain any certification or license, as required by law or policy. 
  • 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.

Physical Requirements:

Must be able to:

  • Work in a fast-paced, results oriented and busy environment.
  • 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.
  • Physically access all areas of the property and drive areas with or without a reasonable accommodation.
  • Use office equipment, including but not limited to computer, monitor, keyboard, mouse, printer, scanner, copier, fax, etc.
  • Must be able to withstand prolonged periods of time to walk, stand, stretch, bend and kneeling.
  • Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke. 


Job Segment: Technical Support, Event Planning, Technology, Hospitality

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