IT Analyst

PENN Entertainment, Inc. is North America’s leading provider of integrated entertainment, sports content, and casino gaming experiences. From casinos and racetracks to online gaming, sports betting and entertainment content, we deliver the experiences people want, how and where they want them.

We’re always on the lookout for those who are passionate about creating and delivering cutting-edge online gaming and sports media products. Whether it’s through ESPN BET, Hollywood Casino, theScore Bet Sportsbook & Casino, or theScore media app, we’re excited to push the boundaries of what’s possible. These state-of-the-art platforms are powered by proprietary in-house technology, a key component of PENN’s omnichannel gaming and entertainment strategy.

When you join PENN Entertainment’s digital team, you’ll not only work on these cutting-edge platforms through theScore and PENN Interactive, but you’ll also be part of a company that truly cares about your career growth. We’re committed to supporting you as you expand your skills and explore new opportunities.

With locations throughout North America, you can build a future at PENN Entertainment wherever you are. If you want to challenge conventions in gaming, media and entertainment, we want to talk to you.

About the Role & Team

Join our dedicated IT Support team at PENN Interactive and make an impact by providing essential technical support and maintaining the efficiency of our cutting-edge technology infrastructure. As an IT Analyst, your role will revolve around delivering top-notch assistance to our employees, resolving technical issues, and ensuring seamless operations in our fast-paced environment. Collaborate with our cross-functional teams and play a vital role in driving our technology-driven success.

About the Work

• Oversee the smooth on-boarding and off-boarding of employees, ensuring all necessary hardware, software, and access are properly configured and managed.
• Set up and distribute company laptops, workstations, mobile devices, peripherals and associated software tools to ensure optimal functionality for employees.
• Adhere to enterprise IT control measures and oversee the provisioning / deprovisioning of access rights to ensure data security and compliance with company policies.
• Ensure proper enrollment of devices onto MDM (Management, Device Management) and endpoint protection for streamlined management and security adherence.
• Monitor and guarantee the installation and timely updates of security software across all systems to maintain a secure IT environment.
• Keep meticulous records of software licenses, subscriptions, and hardware assets for efficient tracking and management.
• Respond promptly to deskside and remote support requests, diagnose and resolve technical problems, including but not limited to user accounts, password manager, hardware break/fix, VoIP, access and permissions, vpn connectivity, multi-factor authenticator, file sharing permissions, new account creation, and group setup etc.
• Adhere to predefined Service Level Agreements (SLAs) by addressing all support requests within the stipulated timeframes.
• Maintain clear communication with end users, providing updates on ticket statuses and following up to ensure satisfaction.
• Conduct research, respond to, and resolve intermediate-to-complex technical issues
• Offer training to end users on system usage and processes, promoting effective communication and creating detailed technical documentation and operating procedures.
• Create comprehensive documentation outlining procedures for the Service Desk, as well as detailed guidelines for addressing application support issues.
• Collaborate as needed on Infrastructure projects.
• Collaborate with Network and Systems teams on various IT tasks.
• Perform other duties as required.

About You

• Ability to communicate clearly and effectively.
• Experience in administering and troubleshooting Windows 10/11 Pro and Apple MacOS.
• Experience in supporting and troubleshooting Microsoft 365.
• Experience with working in Enterprise level environments with multiple office locations.
• Experience with supporting and troubleshooting Hp, Dell Desktops, Laptops, MacBook.
• Experience with Microsoft Azure AD (Active Directory), JAMF, Intune, Jira service management, Confluence, Teams room, beyond trust remote support.
• Familiarity with corporate practices and policies.
• Experience in administering and troubleshooting mobile devices including iPhone, iPad, & Android devices.
• Strong analytical skills.
• Proficient in teamwork and collaboration.

What We Offer

• Competitive compensation package.
• Comprehensive Benefits package.
• Fun, relaxed work environment.
• Education and conference reimbursements.

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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, annual performance bonus and equity package — depending on 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. Check out our LinkedIn page!