TECHNICAL SUPPORT ANALYST
About The Position
WE’RE CHANGING ENTERTAINMENT. COME JOIN US. We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities. Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment. Click HERE to discover how we empower team members to grow, thrive, and advance in their careers. WE LOVE OUR WORK. Adheres to departmental and company policies and procedures regarding customer service standards. Conducts timely 1st level analysis to determine problems and potential resolutions while providing help desk phone and on-site support for requests related to hardware, software, network connectivity, and application support. Consults with end users to determine hardware, software, or system function setups. Ensures customer satisfaction by responding to Service Requests in a timely, accurate, and professional manner. Analyzes, documents, and tests computer systems or programs for purpose of troubleshooting/resolution. Maintains understanding of multiple platforms and relevant applications and service offerings to ensure accurate and timely resolution or escalation of issues. Adheres to the processes/procedures established to meet day to day operational needs and to ensure compliance with regulatory/compliance-related controls. Acts as a representative of Technology Services to internal and external customers. Works in a team setting, sharing information and assisting other team members. Performs all other related and compatible duties as assigned. Maintains strict confidentiality in all company matters. BRING US YOUR BEST. Associate degree in Computer Science or related field or equivalent work experience required. Two (2) years of work-related experience in desktop computer support in a large network environment highly preferred. Additional demonstrable knowledge or experience in other iT-related areas a plus. Must have excellent written and verbal communication skills; must be fluent and literate in English. Must have strong interpersonal and customer service skills. Ability to maintain a high level of confidentiality and professionalism. Ability to work collaboratively and communicate effectively with team members at all levels of the organization. Ability to respond to difficult and stressful situations in a professional, efficient, effective, and positive manner. Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues. Ability to define problems, collect data, establish facts, and draw valid conclusions. STAY IN THE GAME. FOLLOW US. We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via theScore Bet Sportsbook and Casino®. Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet. We're changing entertainment. Follow us. Equal Opportunity Employer
Requirements
- Associate degree in Computer Science or related field or equivalent work experience required.
- Must have excellent written and verbal communication skills; must be fluent and literate in English.
- Must have strong interpersonal and customer service skills.
- Ability to maintain a high level of confidentiality and professionalism.
- Ability to work collaboratively and communicate effectively with team members at all levels of the organization.
- Ability to respond to difficult and stressful situations in a professional, efficient, effective, and positive manner.
- Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
Nice To Haves
- Two (2) years of work-related experience in desktop computer support in a large network environment highly preferred.
- Additional demonstrable knowledge or experience in other iT-related areas a plus.
Responsibilities
- Adheres to departmental and company policies and procedures regarding customer service standards.
- Conducts timely 1st level analysis to determine problems and potential resolutions while providing help desk phone and on-site support for requests related to hardware, software, network connectivity, and application support.
- Consults with end users to determine hardware, software, or system function setups.
- Ensures customer satisfaction by responding to Service Requests in a timely, accurate, and professional manner.
- Analyzes, documents, and tests computer systems or programs for purpose of troubleshooting/resolution.
- Maintains understanding of multiple platforms and relevant applications and service offerings to ensure accurate and timely resolution or escalation of issues.
- Adheres to the processes/procedures established to meet day to day operational needs and to ensure compliance with regulatory/compliance-related controls.
- Acts as a representative of Technology Services to internal and external customers.
- Works in a team setting, sharing information and assisting other team members.
- Performs all other related and compatible duties as assigned.
- Maintains strict confidentiality in all company matters.
Benefits
- wellness programs designed to support our team members' financial, physical, and mental well-being
- day-one medical coverage
- 401(k) matching
- annual performance bonus
- Paid time off is earned according to the local policy and increases with the length of employment.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
