IT Field Service Analyst

The IT Field Service Analyst serves as a primary point of contact for IT-related requests and provides hands-on technical support across the organization. This role diagnoses and resolves technology issues, installs and maintains equipment and software, documents service activity, and supports users with day-to-day technology needs. The position combines service desk responsibilities with field-based support and requires regular travel between casino properties, participation in an on-call rotation, and flexibility to work varied shifts.

• Respond to IT service requests, incidents, and inquiries through phone, email, and ticketing systems.
• Diagnose and resolve hardware, software, network connectivity, workstation, and peripheral issues.
• Provide on-site installation, configuration, maintenance, and troubleshooting of approved technology and equipment.
• Assist users with password resets, account access, applications, and other routine technical needs.
• Escalate complex issues to appropriate support teams in accordance with established procedures.
• Maintain accurate service records, resolution documentation, field service activity, and IT inventory.
• Develop and update knowledge base documentation to support team efficiency and continuous improvement.
• Monitor system performance and perform routine patches, updates, and maintenance as directed.
• Escort vendors within facilities as needed while ensuring compliance with security requirements.
• Deliver a high level of customer service through clear communication, expectation management, and timely issue resolution.
• Travel regularly between casino properties, participate in the on-call rotation, and work varied shifts, including weekends and holidays.
• Perform physical tasks associated with equipment installation and troubleshooting, including bending, crawling, working near ground level, and lifting up to 30 pounds.
• Perform other job-related duties as assigned.
• High school diploma or equivalent required.
• 0–2 years of IT support experience required; 2+ years of experience preferred for field-based responsibilities.
• Working knowledge of computer hardware, software, operating systems including Windows, macOS, and Linux, ticketing systems, and remote support tools.
• General understanding of network protocols, technical troubleshooting methods, and ITIL practices.
• Strong analytical and problem-solving skills with the ability to troubleshoot a variety of technical issues.
• Strong communication and customer service skills, including the ability to explain technical information to non-technical users.
• Ability to work independently in office, casino, and field environments and travel regularly between properties, including nighttime driving.
• Valid driver's license required.
• Ability to obtain and maintain required gaming licensure.
• CompTIA A+, ITIL, or similar technical certifications preferred.