Support Specialist I

YOUR MISSION (The Job Description)

The incumbent in this position is responsible for monitoring, configuring, maintaining, installation, and removal of Virgin Hotels Las Vegas (VHLV) technology hardware and software; responsible for basic troubleshooting of all technology problems associated with property technology; adhere to user security policies for all systems; responsible for providing IT service desk support for all Team Members and other users of property technology.

• Provide telephone, remote, or in-person IT service and support to all VHLV team members or other property technology users
• Record all Help Desk interactions according to IT procedures
• Resolve basic to intermediate technology problems
• Setup and prepare technological equipment for operation, in accordance with Information Technology policies and user needs
• Perform basic troubleshooting of hardware and software on all systems. Utilize contracted vendors for assistance if problem persists after troubleshooting process
• Perform preventative maintenance procedures on all technological equipment on a scheduled basis
• Communicate as directed with all Team Members and non-VHLV technology users regarding technological upgrades, system maintenance, or other technology related information
• Functional knowledge of property network infrastructure including IDF locations, wireless configuration, and network topology
• Basic i5 operations including error monitoring, user security, and printing
• Inventory equipment, software, and other VHLV technology
• Maintain compliance with Gaming, Sarbanes-Oxley, and PCI requirements
• Remain cognizant of changes in technology
• Any other functions deemed necessary
• Must be physically present at work, in assigned workstation, to perform all functions required of the position
• Other duties as assigned

• Current, legal and unrestricted ability to work in the United States
• Experience with Agilysys LMS, Infogenesis, and Stratton Warren preferred
• Knowledge of Help Desk and IT operations
• Familiarity with various PC, POS, and printer hardware and software platforms
• Familiarity with i5 software
• Good technical and communication skills. These skills and abilities are typically acquired through six months to one year experience in a computer operator or technical support position
• Comp TIA A+ Certification, preferred but not required

• Work in an environment that is subject to varying levels of sound, temperature, smoke, and vibration
• Work with hazards such as cleaning chemicals, ink, or other chemicals and paper dust
• Assimilate information and clearly communicate with users, management staff or vendors in English
• Observe and direct actions of trainees and maintain required logs
• Review and comprehend all necessary documentation
• Use a computer keyboard
• Diagnose potential problems with and replace peripheral devices without supervision
• Effectively and efficiently move from floor to floor as needed
• Lift up to 40 pounds
• Move up to 50 pounds to be able to perform inspector and utility duties as needed and perform necessary inventory checks
• Must be able to withstand prolonged standing, stretching, climbing, bending, and kneeling without restriction, work indoors and be exposed to various environmental factors such as, but not limited to, CRT fatigue, noise, dust, cigarette smoke, and pet dander/hair
• Must be able to work in a fast-paced, busy, and somewhat stressful environment, and maintain physical stamina and mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines

• 50% logical / 50% creative / 100% AWESOME
• Enjoy working with a team and alone as the situation dictates
• Adaptive, Flexible!
• Embody "great attitude"
• Unwavering integrity and endless work ethic
• Appreciate constructive feedback, as well as graciously providing the same
• Tenacious and self-motivated