Job Description

COMPENSATION:

• Salary based on experience.

EDUCATION:

• 1–3 years of IT support/service desk experience, or an equivalent combination of education and experience.

EXPERIENCE:

• Comfortable supporting Windows 10/11 and Microsoft 365 (Outlook, Teams, OneDrive, Office apps).
• Basic account support: password resets, group access updates, and multi-factor authentication enrollment.
• Device setup experience (PCs, laptops, thin clients, printers, scanners); familiarity with device management tools such as Microsoft Intune/Autopilot is a plus.
• Strong customer service, clear written and verbal communication, and consistent ticket documentation.
• Willing to learn casino systems, including point-of-sale (POS) and gaming floor devices, with guidance from senior staff.
• Nice to have: CompTIA A+/Network+, ITIL Foundation, basic PowerShell, hospitality/casino experience.
• Must be able to work on-site in State College, PA.

SPECIAL REQUIREMENTS:

• Employment is contingent upon background checks and the ability to obtain and maintain the appropriate Pennsylvania Gaming Control Board (PGCB) license.

ESSENTIAL JOB FUNCTIONS:

• Front-line support: Answer walk-ups, calls, and tickets; troubleshoot issues; aim for first-contact resolution and document steps taken.
• Device setup & moves: Image/configure devices, install applications, connect peripherals, and assist with office or floor moves.
• Microsoft 365 & meetings: Help with Outlook and Teams, shared mailboxes, calendars, and basic meeting room/AV setups.
• Accounts & access: Handle password resets, access requests, and MFA enrollment following standard procedures.
• Casino operations support: Provide user support for POS and gaming endpoints; escalate platform or server issues to the systems/network teams when needed.
• Ticket workflow: Record accurate details, keep users updated, follow service targets, and escalate appropriately.
• How-to guides: Create or update simple knowledge articles and quick start guides based on resolved issues.
• Equipment & inventory: Check devices in/out, label equipment, track inventory, and assist with hardware swaps.
• Floor coverage & events: Provide on-floor support during busy times, soft opens, or vendor activities as scheduled.
• Teamwork: Work closely with the Service Desk Manager and collaborate with Systems and Network staff on escalations and rollouts.
• On-call & work hours (24/7 environment): Pre-opening may require variable/extended hours to support installs, vendor schedules, soft-open rehearsals, and go-live checklists. Post-opening, participate in a rotating after-hours on-call schedule, including periodic evening/weekend maintenance windows and critical incidents.

PHYSICAL REQUIREMENTS:

• Comfortable with the physical demands of installing/maintaining IT equipment (up to 50 lbs.).
• Prolonged periods of sitting at a desk and working on a computer.
• Work may occur on the casino floor and in confined network spaces.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Selected applicants will be required to complete an online onboarding process.

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