Senior Analyst - IT VIP Support

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Date: May 2, 2019

Location: Las Vegas, Nevada, US

Company: Las Vegas Sands Corp.

Position Overview:

The primary responsibility of the Senior Analyst – IT VIP Support is to assist VIP Team Members with the highest quality IT services enabling them to perform their work related responsibilities with minimal interruption. A VIP Team Member is defined as a top executive of the Company to include C-Level Executives, Senior Vice Presidents, and others as deemed appropriate. All duties are to be performed in accordance with departmental and The Venetian | The Palazzo Casino Resort’s policies, practices, and procedures. 

Essential Duties & Responsibilities:

  • Support of PC hardware, software, mobile phones, and telecom systems for VIP Team Members.
  • Work closely with DSS Operations and other IT teams to determine new technologies being implemented and/or new applications that will be deployed property-wide and therefore impacting a VIP Team Member.
  • Keep inventory of the VIP buffer where supplies are kept at a ready state for fast resolution for our VIP Team Members.
  • Create new and maintain current documentation of assets and products that our users currently possess.
  • Accountable for additional documentation on day to day resolutions to specific issues with VIP users and training the VIP Support team on implementation.
  • Manage and maintain VIP service ticket work queue.
  • Contact the VIP user to confirm and acknowledge ownership of support issues within 15 minutes of initial challenge occurrence.
  • Update tickets in a timely manner and ensure a detailed notation for final resolution.
  • Review ticket queue hourly or as ticket status changes.
  • Update drop down fields within the service ticket to accurately reflect the issue or request and support provided.
  • Keep the customers well informed of their actions including issue or request ticket status.
  • Perform directives, projects, and repairs with “white glove” standards to ensure prestigious appearance.
  • Escalate issues to management in a timely fashion.
  • Create and maintain detailed documentation with user specifics where necessary.
  • Training VIP Analysts with current processes, practices, expectations and users.
  • Support in training Deskside Analysts to increase team knowledge base and provide growth.
  • Sustain close collaboration with various teams within IT for ticket resolution (i.e. Systems, Network, Identity Access Management, Telecom, DSS, etc.)
  • Engage in technical training to increase knowledge base and skill level, including certification training.

Additional Duties & Responsibilities:

  • Maintain documentation on assets, VIP personnel, and general fixes for VIP Support team challenges that may occur.
  • Maintain intention to resolve any VIP challenges within the first 24 hours of notification.
  • Prioritize the incidents based on the level of need of resolution and level of executive on a case-by-case basis.
  • Repair and install various network peripherals.
  • Incident Management and organization of all documentation within the VIP Support Team.
  • Troubleshoot software/hardware problems through debugging, testing, and vendor assistance.
  • Provide recommendations regarding software/hardware changes to correct problems.
  • Ability to create alternative viable solutions to any demands that may be unreasonable to The Venetian | The Palazzo standard operating procedures in a rapid, respectful manner.
  • Install and update PC virus protection programs.
  • Troubleshoot diagnose and identify failing/failed components through use of testing procedures and diagnostic software.
  • Setup of new and troubleshoot deployed mobile/telecom devices.
  • Research and resolve complex, technical user problems.
  • Task delegation to appropriate Team Members to ensure success.
  • Communicate resolution to appropriate IT staff and system users.
  • Instruct system users on basic application and personal productivity software functions in an informal setting.
  • Defuse/deescalate Team Member challenges with quick thinking and understanding of client needs.
  • Consistent and regular attendance is an essential function of this job.
  • Performs other related duties as assigned.

Additional Duties & Responsibilities:

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.

Additional Duties & Responsibilities:

Minimum Qualifications:

  • 21 years of age.
  • Proof of authorization/eligibility to work in the United States.
  • High School Diploma or equivalent experience required.
  • Ability to communicate clearly and effectively in English, both in spoken and written form.
  • Must be able to obtain and maintain a Nevada Gaming Control Board registration and any other certification or license, as required by law or policy. 
  • A+ certification and/or N+ certification.
  • 5 years of experience with PC service and support, with 2 years of experience in a VIP Support role or similar.
  • Demonstrated experience in connecting and installing software drivers associated with external printers.
  • Working knowledge of Microsoft Windows, Microsoft Office, and Microsoft Exchange.
  • Ability to perform basic printer repair such as roller replacement.
  • Ability to install and replace desktop computer components.
  • Proficiency with resolving Wi-Fi and wireless connectivity issues.
  • Experience using a mobile device, specifically iOS preferred.
  • Strong understanding of software installation and support.
  • Ability to perform hardware service on desktops, laptops, printers, telephones, and mobile devices.
  • 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:
  • Lift or carry 50 pounds, unassisted, in the performance of specific tasks, as assigned.
  • 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.

Job Segment: Telecom, Telecommunications, Network, Testing, Technology

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