Technical 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.

This is a hybrid position based in Wyomissing, PA. While much of the work can be performed remotely, regular onsite presence is required for collaboration, meetings, and business priorities.

• Provides technical assistance, advice, and support to users in a 24-hour environment.
• Provides technical support for hardware, software, and systems via remote assistance.
• Perform all system procedures and maintenance to facilitate continued and efficient use of system resources.
• Responsible for providing solutions to internal customer problems. Ensures customer satisfaction and productivity.
• Troubleshoots, diagnoses problems, implements corrective action procedures within prescribed guidelines. Escalates to other technical resources as appropriate.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. 
• Researches, analyzes, resolves and responds to end user problems via telephone, e-mail and callbacks. Escalates to Manager for issues within established guidelines.
• Opens trouble tickets, performs initial triage, dispatches and/or provides break/fix action to resolve scheduled, unscheduled events, and issues reported to the service desk.
• Maintains knowledge of relevant products and service offerings to provide accurate solutions, and acts as a representative of technical services to the internal and external customers.
• Creates or edits documented procedures to utilize experience with successful resolutions.
• Responds to service requests through approved channels in a timely, accurate, and professional manner.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• Maintains strict confidentiality in all departmental and company matters.

BRING US YOUR BEST.

• Associate's degree (A. A.) or equivalent in Information Technology or a related field; or at least one year experience working in a technical support role that supported end users remotely; or combination of education and experience. More than one year experience in a customer service role preferred.
• Must have technical proficiency and knowledge in MS Office (Word, Excel, PowerPoint, and Outlook). Proficiency in proficiency in Microsoft 2012 Server, Windows 10, Windows 7, Microsoft Office 365 Professional Suite, Exchange Client Setup, and/or Active Directory preferred.
• Ability to write routine reports and in depth technical operating manuals.
• Must possess excellent verbal and written communication skills.
• Must be able to work weekends, evening and night shifts as required.
• Ability to balance multiple tasks and processes simultaneously.
• 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 colleagues and resolve problems and conflicts in a diplomatic and tactful manner.

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 ESPN BET™ and 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

STARTING SALARY