Support Analyst

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.

• Creates framework for property user profile interfaces as they relate to Company systems and networks.
• Analyzes hardware, software, and computer system functional specifications to determine property and business needs. Partners with property leadership to implement products, systems, and specifications from analysis outcomes.
• Performs the installation, repair and preventative maintenance of personal computer equipment and related systems.
• Performs root cause analysis, develops checklists for typical problems, and creates procedures and internal control changes for problem prevention.
• Creates standard operating procedures and user guides and contributes to technical procedural documents before they are published.
• Demonstrate creativity in analyzing issues, determining application testing and in recommending solutions to complex IT scenarios.
• Performs user administration duties as needed, included but not limited to account activation, termination, and local system administration
• Performs installation, repair, maintenance on audio-video systems, kiosks and other embedded systems as needed.
• Responsible for responding to, documenting, and resolving service tickets in a timely manner according to applicable service level agreements (SLAs).
• Resolves and tracks simple and complex end user software/hardware computer problems, and identifies technology needs that will improve business processes.
• Responsible for operation and programming of phone systems, including but not limited to, moves, adds, changes, providing updating phone lists, wire installation and systems analysis and  
• Assists with inventory control for all hardware/software; maintains equipment organization to help expedite service.
• Supports, promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• Assists with the remote access process when vendors need to provide support for upgrades and troubleshooting issues.
• Consults with vendors, Corporate, and property leadership to determine specific application needs, upgrades and overall system improvements as needed. Completes profile request administration for network and property systems; Add/change/modify end user access according to department and regulatory policy.
• Serves as a department liaison with external vendors to improve customer service and reduce issues within the IT environment.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• Perform all job duties in a safe and responsible manner.

BRING US YOUR BEST.

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. Must be at least 21 years of age.

• Associate’s degree in computer technology or related field and three years related experience or training; or equivalent combination of education and experience. 
• Knowledge of a wide variety of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, printers and peripherals, and a variety of software applications (desktop, client-server, browser-based, etc.);
• Experience in operating systems, software tools and project management methodologies required.
• Must be highly proficient in all Microsoft applications.
• Must have working knowledge of current Windows operating systems.
• Must have working knowledge of networking fundamentals and Microsoft active directory administration.
• Must have experience supporting current Microsoft Office suites, troubleshooting computer hardware, software, and operating systems, and performing computer imaging and restoration.
• Must have excellent verbal and written communication skills.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.

SUPERVISORY RESPONSIBILITIES

This job does not have supervisory responsibilities.

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

Employee must be able to qualify for licenses and permits required by federal, state, and local regulations.

Must obtain a First Aid/AED certification.  Must successfully complete C.A.R.E or TIPS training.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.

The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud.

Employee could be exposed to an environment containing unrestricted second hand tobacco smoke.

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