Entry Level Desktop Support Jobs in Pittsburgh, PA

Job Summary:
Live! Casino Pittsburgh is a vibrant casino offering a dynamic work environment. They are seeking an Entry Level Customer Support Engineer to provide exceptional customer service and technical support for a variety of technology-based products in an end-user computing environment.
Responsibilities:
• Create and/or update SOPs with other Engineers
• Perform basic to occasionally moderately complex troubleshooting and repair activities typically associated in an end-user environment, including but not limited to PCs, desktops, laptops, tablets, mobile phones, kiosks and printers
• Provide support to client identified VIPs
• Respond to management requests including installing new PC equipment, providing end-user desk side support and other related activities
• Perform/Install/Move/Add or Change (IMAC) activities
• Perform all assigned desk-side support activities
• Display outstanding technical and professional services skills at all times
• Meet established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
• Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair
• Understand and follow all documented service operations policies and procedures
• Other duties or certifications may be assigned to meet business needs.
Qualifications:
Required:
• Strong communication skills
• Technical and customer service skills to diagnose and resolve issues
• Ability to create and/or update SOPs with other Engineers
• Perform basic to occasionally moderately complex troubleshooting and repair activities typically associated in an end-user environment, including but not limited to PCs, desktops, laptops, tablets, mobile phones, kiosks and printers
• Provide support to client identified VIPs
• Respond to management requests including installing new PC equipment, providing end-user desk side support and other related activities
• Perform/Install/Move/Add or Change (IMAC) activities
• Perform all assigned desk-side support activities
• Display outstanding technical and professional services skills at all times
• Meet established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
• Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair
• Understand and follow all documented service operations policies and procedures
• Must be able to obtain and maintain a valid gaming license as determined by the State Gaming Agency for the position
• May require additional customer-specific certifications or training as required
Preferred:
• A+ certification
• Knowledge of relevant software and hardware systems
• Experience supporting Microsoft Technologies (Office 365, Desktop Windows 10, Server 2008, Server 2010, Active Directory, SCCM, MDM) or VMWARE server virtualization technologies
• Understanding of ITIL IT support methodologies - especially support for support of processes involving ticket creation/prioritization, documentation of problem resolutions and closing of tickets per SOP and leadership guidance
• Experience with BMC Footprints support ticket management system
• Technical school certification
• Equivalent of one (1) to three (3) years of relevant IT Help Desk or customer support experience
Company:
Live! Casino Pittsburgh sets a new standard for gaming, dining, and live entertainment throughout its 100,000-square-foot, two-level facility. Founded in 2020, the company is headquartered in Greensburg, Pennsylvania, US, , with a team of 501-1000 employees. The company is currently Late Stage.