Penn National Gaming Technical Support Analyst in Las Vegas, Nevada


Don’t just work. Work Happy.

A career in gaming? At Penn National Gaming we think you’ll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.

An individual could be successful if they possess the following.

Your daily responsibilities include

Assist the Senior Technical Support analyst in supporting end users of computer equipment and software. Offers users help and support in all aspects of computer operations. Assists other Core IT staff on various projects as well as day-to-day operations including the configuration and operation of, Email, AVAYA Phone switch, Virus protection, including security issues related to the desktops and servers located in the corporate office.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • The qualified candidate will be responsible for providing expert and creative solutions to customer problems to ensure customer satisfaction and productivity.

  • Research, analyze, resolve and respond to intermediate-to-complex problems via telephone, e-mail and callbacks or escalation in accordance with current standards.

  • Troubleshoots, diagnoses problems, implements corrective action procedures within prescribed guidelines and/or escalates to other technical resources as appropriate.

  • Provide backup support for other IT personnel in the daily operation of the IT department to include diagnosing, troubleshooting, and taking corrective action on all core services. (Email, LAN, security, internet connectivity, domain administration).

  • Builds, configures, upgrades, performs backup and recovery, installs and troubleshoots desktop computer systems.

  • Creates and reviews work orders to move, change, install, repair, or remove data communications equipment such as modems, cables, and wires.

  • Tracks and measures support performance against agreed service levels.

  • Create and modify documents and instructions on work performed.

  • Creates and maintains operational documentation for help desk procedures, virus protection, software licensing, inventory control, and software patches/updates.

  • Create, follow-up, and close helpdesk tickets using Numara Footprints.

  • Read technical manuals to learn and apply correct settings for equipment.

  • Support of remote email to PDA devices including Blackberry and iPhone.

  • Orders supplies and equipment and associated record keeping.

  • Provide efficient and prompt customer service support to computer users

  • Responds to end users problems and requests. Instruct end users as necessary in the proper operations of the computer, software and network resources.

  • Provides training and instruction on hardware and software systems for Penn National Gaming

  • Assist Senior Technical Support Analyst with proper inventory of all office IT equipment and software licenses.

  • Proactively checks with end users to insure high level of satisfaction.

  • Provides support and instruction for Video conferencing equipment.

  • Provides end–user training on Phone system and assist Senior Technical Support Analyst with troubleshooting hardware and software support issues with Phone system.

  • Training of office personnel on proper use of applications, including but not limited to, Microsoft Office suite, Accounting applications, Human Resource applications, file access, printing, wireless connectivity, and VPN.

  • Assures proper computer use and instruction in areas of security and anti-virus.

To be successful in this position it will require the following skill set


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Bachelor’s Degree (B.A/ B.S) or equivalent in an appropriate technical field from a four-year college; or two to four years’ related experience and/or training in a PC technical support role; or equivalent combination of education and experience.


Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and in depth technical operating manuals . Ability to communicate effectively with fellow employees and supervisors.


Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.


To perform this job successfully, an individual should have proficiency in Microsoft 2003/2008 Server, Windows XP, Windows 7, Microsoft Office 2003/2007 Professional Suite, Exchange Client Setup, Great Plains, ADP, Internet Explorer, and Adobe Acrobat.


  • Knowledge and understanding of hubs, switches, routers and wireless devices a plusA+, Net+ certification

  • Microsoft Certification is a plus

  • Degree in computer-related field is desired

Something to leave you with

Penn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.

Now that you have read about who we are, here is your opportunity to see what we're about!

Equal Opportunity Employer

Job ID 2019-57384

Casino Property Penn National Gaming, Inc.

Position Type Regular Full-Time

Category Information Technology