Technical Analyst / Desktop Support - Technical.ly

Technical Analyst / Desktop Support

Penn Interactive |  Philadelphia | IT

Job Description
Perks + Benefits
Company Culture
Technical.ly Coverage

Penn Interactive (PI) is an interactive gaming company headquartered in Philadelphia, PA with offices in Cherry Hill, NJ, Las Vegas, NV and Greenfield, MA.  As the digital arm to Penn National Gaming (NASDAQ: PENN), the largest regional casino operator in the U.S., we are poised for fast-paced growth in the sports betting and online casino space. We are also partnered with Barstool Sports to drive growth in our businesses.

The Technical Analyst provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email, and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. The ideal candidate will have an associate degree in a related area or 2-3 years (minimum) experience in a related area. This position will report directly to the Penn Interactive (PI) IT Manager.

Responsibilities

  • Logs all PI Service Desk calls and email requests from corporate and properties
  • Handles and assist daily activity on desktop support and Active Directory requests, i.e. (password resets, file permissions, new account creation, etc.)
  • Will research, respond to, and resolve, intermediate-to-complex problems relating to computer hardware, software, user accounts, mobile devices, and printing.
  • Maintain/assist installed PCs/Laptop/desktops/Macbooks, vidcom and peripherals with routine maintenance and network connections.
  • Provides training to end users on systems and processes (Explain and document technical issues in a clear way to clients).
  • Communicates and provides follow up with all end users on ticket status
  • Produces documentation on Service Desk procedures and application support issues
  • Provides application testing before production roll-out and test computers to ensure proper functioning.
  • Assists as needed with Infrastructure projects at PI.
  • Works with Network and Systems team for various IT tasks.
  • Provides advice and guidance to colleagues regarding incidents.
  • Identify potential changes and system improvements to present to senior team leaders for consideration and implementation.Willing to be on call for support after hours and weekends

Qualifications

  • Ability to communicate clearly and effectively when responding to trouble calls with f2f/phone call/IM.
  • Experience in administering and troubleshooting (2-3 years) Windows 10 Pro and Apple Mac iOS.
  • Experience in administering and troubleshooting (2-3 years) Microsoft Office 365/2016 Professional.
  • Experience with working in Enterprise level environment with multiple office locations.
  • Experience with administering and troubleshooting Desktop, Laptops and video com.
  • Previous with some experience configuring and supporting network switches, WIFI router and printers.
  • Previous experience supporting remote users over virtual private networks (VPN).
  • Good understanding of Microsoft/AWS Active Directory and G-suite admin console.
  • Basic understanding of AWS.
  • Experience in administering and troubleshooting mobile devices including iPhone, iPad, & Android.
  • Ability to work in a Team to prioritize Projects.

Perferred Skills 

  • Mac iOS certification is a plus
  • Microsoft certification is a plus.
  • AWS Cloud Practitioner Essentials cert is a plus
  • CompTIA A+/Network+/sec+ is a plus.
  • Degree in computer-related field is desired.

Something to leave you with

Penn Interactive (PI) is committed to helping our team members live their best, healthy life. We offer unique and competitive benefits that help our employees, through a private exchange which allows our team members the ability to choose from several coverage levels and insurance carriers (both local and national carriers). Along with medical, prescription, dental, and vision coverage, there are also voluntary plans available to employees.

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Health & Wellness
  • Dental Insurance
  • Gym Reimbursement/Discounts
  • Health Insurance
  • Life Insurance
  • Mental Health Benefits
  • Short Term Disability
  • Vision Insurance
Other
  • Charitible Donation Matching Programs
  • Community Service Programs
  • Public Transportation Assistance
Parental Benefits
  • Family Medical Leave
  • Flexible Work Schedule
  • Nursing Room
Perks & Discounts
  • Casual Dress
  • Lunch Provided
  • Offsite Company Events
  • Snacks Provided
  • Special Discounts
Professional Development
  • Employee Recognition Programs
  • Tuition Reimbursement
Retirement & Stock Options Benefits
  • 401K
Vacation & Time Off Benefits
  • Paid Holidays
  • Paid Sick Days
  • PTO

What do you look for in engineering candidates?

Most importantly, we look for people who are curious. We’re not looking for code monkeys, we’re looking for people who can solve problems.

The government doesn’t stop, so regulations are constantly changing. That means that a great feature we implement today may need to change to fit new requirements tomorrow. You have to be adaptable to those sorts of changes.

It’s important to know, we’re not looking for perfection. We’re looking for people who are willing to acknowledge they don’t know something, are ready to be challenged and to learn.

 

What are your 2021 plans for growth?

We’re currently headquartered in Philadelphia with offices in Cherry Hill, NJ and Las Vegas, NV. We’re looking to double in size, responsibly, over the course of the year.

Specifically, we’re looking to fill roles across engineering, mobile, front-end, data, cloud, QA, product, design, marketing, and CRM analytics.

 

As a company that has grown so big, so fast, talk to us about how the internal work culture has shifted.

The engineering team used to feel like a startup, but today it feels more like a real company, not because we have a big corporate feel, but we’ve implemented more official processes.

With 50-60 employees, the engineering team is still small enough to get to know most people and work collaboratively. We also work with other teams, but our processes allow each team to have autonomy over their part of the product so that they can put their own touch on things.

Part of our culture is that we’re open to the fact that new ideas come from anywhere. Any employee can draw up a proof of concept and build a demo. If we see value in it, we can implement it the very next day. With our pace of change, you’re able to improve the process and the end product very quickly. It’s exciting. We love to learn about new technology and frameworks.

 

What does the future of interactive betting look like?

There’s so much more to betting than just sports. There are all sorts of things you can wager on, and markets are becoming more and more open to other categories. So stay tuned, there’s lots to come.

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