{"id":2597659,"url":"https://alion.io/job/resortsacjobs-it-support-services-tech-ii","title":"IT SUPPORT SERVICES TECH II","company":{"id":4423532,"name":"Resorts Casino Hotel","domain":"resortsacjobs.com","url":"https://alion.io/company/resortsacjobs","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Atlantic City, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":97000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":438},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"closed","first_seen_at":"2026-10-15T07:39:42Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-21T22:02:42Z","board_verified":false,"closed_at":"2026-10-21T22:02:42Z","days_open":6,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":6},"description":"Overview\nThis role is based on property and is an on-site position.\nResponsibilities\nParticipates in the selection, acquisition, implementation, and ongoing support of personal computer hardware, software, and application systems to provide solutions necessary to satisfy operational needs.\nImage, deploy, configure, maintain, and troubleshoot Windows-based desktop and laptop computers, software applications, peripheral devices, and network connectivity issues in accordance with company standards.\nProvide technical support to associates via phone, remote support tools, email, walk-up requests, and on-site support, ensuring timely and professional resolution of technology-related issues.\n Manage incidents and service requests through the Information Technology Service Management (ITSM) platform, ensuring accurate documentation, prioritization, escalation, and resolution in accordance with established Service Level Agreements (SLAs).\nParticipate in Incident and Problem Management activities by identifying recurring issues, documenting findings, and escalating trends for further analysis and resolution.\nMaintain hardware, software, mobile device, and peripheral inventories in support of IT Asset Management processes and procedures.\nIndependently troubleshoot and resolve end-user issues while maintaining accurate documentation and resolutions within the help desk system.\n Support and monitor IBM iSeries and Windows (Intel-based) server environments, escalating issues to senior technical staff as appropriate.\nProvide on-site technical support throughout the Casino/Hotel property, including support of end-user workstations, network-connected devices, point-of-sale equipment, kiosks, slot system devices, imaging systems, key lock systems, and other technology assets.\nEscalate complex issues to the appropriate technical teams while maintaining ownership, communication, and follow-through through resolution.\nAssist Tier I technicians by sharing technical knowledge and best practices when appropriate.\nCollaborate with other IT teams and vendors to coordinate issue resolution, maintenance activities, and service improvements.\nDemonstrate the ability and willingness to continuously learn emerging technologies, telecommunications systems, VoIP applications, mobile technologies, and line-of-business applications in support of associates and business operations.\nComply with all New Jersey regulatory requirements.\nESSENTIAL JOB FUNCTIONS\n Must be able to work ON-SITE in an environmentally controlled Network Operations Center (NOC) and Computer Room.\nExposure to casino-related environmental factors including, but not limited to, secondhand smoke, excessive noise, and kitchen environments.\nExposure to stressful situations related to supporting associates and business operations in a high-pressure, fast-paced environment.\nMust be able to stand, walk, and move throughout the Casino/Hotel property for an entire shift.\nMust be able to work holidays, weekends, flexible shifts, and/or unusual hours as business needs require.\n Must be flexible to work Swing Shift (subject to change).\nMust be able to lift, carry, and move technology equipment weighing up to 75 pounds.\n\nQualifications\nThree to five years of experience in desktop support, service desk operations, or end-user computing support, preferably within a casino, hospitality, healthcare, financial services, or other highly regulated environment.\nExperience imaging, deploying, configuring, and supporting Windows 10/11 desktop and laptop computers.\nExperience installing, configuring, and troubleshooting software applications and operating systems.\nWorking knowledge of TCP/IP networking, wireless networking, VPN connectivity, and network troubleshooting techniques.\nExperience providing technical support via phone, remote support tools, and in-person/on-site support.\nExperience working with ITSM ticketing platforms and help desk systems.\nUnderstanding of ITIL fundamentals, including Incident Management, Problem Management, Service Request Fulfillment, Change Management, and IT Asset Management.\nDemonstrated ability to manage multiple incidents, service requests, and priorities in a fast-paced environment.\nStrong customer service, verbal communication, phone support, and written communication skills.\nPreferred Qualifications\n Experience supporting casino-related technology and hardware, including but not limited to point-of-sale (POS) systems, kiosks, slot system devices, imaging systems, key lock systems, and other operational technology platforms.\n\n* Resorts is an equal opportunity employer.\nPay Rate\n$21.50 - $24.50\nEssential Functions\n** All applicants must be able to perform the essential functions of this position, with or without reasonable accommodations.\nESSENTIAL PHYSICAL FUNCTIONS \n(F) Standing\n(F) Walking\n(C) Sitting\n(O) Kneeling\n(N) Running\n(F) Lifting Max Weight: 75lbs\n(O) Pushing Max Weight: 75lbs\n(N) Pulling Max Weight: 75lbs\n(F) Carrying Max Weight: 75lbs\n(F) Bending\n(F) Stooping\n(F) Climbing Stairs\n(N) Climbing Ladders Max Height:\n(N) Working at a Height Level Above The Floor Max Height:\n(C) Finger Dexterity\n(C) Full Use of Both Hands\n(F) Crawling\n(O) Balancing\n(N) Throwing\n(N) Twisting\n(F) Reaching Max Height:\n(N) Driving\n(N) Working On or With Moving Machinery\n(F) Working at Rapid Work Speed\n(F) Working in Isolation\n(F) Working Around People\n(F) Hearing Conversation\n(C) Hearing High Acuity\n(C) Speaking Clearly\n(C) Seeing Near\n(O) Seeing Far\n(O) Seeing - Depth Perception\n(O) Seeing - Color Vision\nOther-Describe:\nESSENTIAL MENTAL FUNCTIONS\n(F) Writing English\n(C) Reading English\n(C) Speaking English\n(F) Working under Pressure/Stress\n(N) Speaking With Guests/Customers\n(C) Speaking With Employees\n(C) Working with Basic Math Skills\n(C) Making Decisions Based On Facts\n(C) Making Decisions Based On Data\n(F) Making Decisions Based On Personal Judgment\n(F) Making Accurate Measurements According To Set Standards\n(N) Planning and/or Supervising the Activities Others\nESSENTIAL INTERACTIVE FUNCTIONS \n(F) Working under Close Supervision\n(F) Working under Minimal Supervision\n(C) Working and Interacting With Management in a Professional and Courteous Manner\n(C) Working and Interacting With Co-Workers in a Professional and Courteous Manner\n(N) Working and Interacting With Guests in a Professional and Courteous Manner\nESSENTIAL ENVIRONMENT FUNCTIONS \n(C) Working Inside\n(O) Working Outside\n(F) Working in a Fast Paced Environment\n(O) Exposed To Chemicals Describe:\n(O) Exposed To Dust, Fumes, Gases, Describe:\n(O) Exposed To Smoke\n(O) Exposed To Excessive Noise\n(O) Working in Dimly Lit Areas\n(O) Working in Sudden Marked Changes of Temperature and Humidity\nOther Describe:\nKey\nNot Applicable (N)\nOccasional (O) Under 2 hours\nFrequent (F) 2 hours to 5 hours\nConstant (C) more than 5 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