GENERAL SUMMARY

The EUC Specialist provides technical support to Pechanga Resort Casino (PRC) and related Pechanga Development Corporation (PDC) entities. They are instrumental in developing solutions to ensure our teams are empowered to effectively meet our properties vison of delivering experiences on another level. This role is expected to work closely with the EUC Administrator and EUC Engineer in maintaining, testing, and deploying Mobile Device Management (MDM) solutions, Virtual Desktops and Virtual Applications (VDI/VA/AppVolumes). The EUC Specialist is expected to take point on projects and will serve as an escalation point for the Service Desk team to help build, guide the resolutions and documentation of installation and troubleshooting steps in how it pertains to our MDM and VDI deployments.

FOUR DIAMOND SERVICE AGREEMENT
All Team Members will display a Four Diamond commitment to Guest Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort Casino.

KEY RESPONSIBILITIES
• Responsible for analysis, and support of VMWare Horizon View VDI, thin clients, Workspace One (WS1) and other MDM/VDI-related technology
• Develop scripts to automate the monitoring of VDI environment
• Create and train Support Team on deploying and troubleshooting procedures.
• Creates and maintains OS Template/Images
• Builds and supports application packaging utilizing VMware App Stacks and App Volumes, SCCM, Choco
• Guest Operating System support, testing, deployment
• Troubleshoot issues on various platforms
• DR testing and restoration for WS1 and VDI environments
• As it pertains to tasks within the EUC environment Manage AD and Application User Access from Account Provisioning, Role and Permission assignment, Password reset, and account Deprovisioning/disable processes.
• Install, configure, and update OS for Windows 7/8/10/11, Mac OS Catalina to Ventura, as well as iOS 13+ and various Android OS versions.
• Expected to become Subject Matter Experts (SMEs) on our core applications (VMware Horizon, Workspace One, App Volumes, SCCM, Choco) as well as any software that may replace or be added.
• Responsible in protecting Pechanga assets by utilizing best practices in securing application, OS installations, and physical access. Updating and patching OS, Firmware, and applications utilizing 3rd party and in house tools.

ACCOUNTABILITY: This position does not have supervisory responsibilities.
________________________________________
QUALIFICATIONS AND GUIDELINES
________________________________________

EDUCATION/EXPERIENCE/TRAINING: 3+ years’ experience in Technical Support and/or equivalent certification or schooling, Intermediate to Advanced OS and application troubleshooting
Experience supporting, implementing MDM and Virtual environments (VMware Preferred) Working technical knowledge of desktop and mobile device hardware (Laptops, tablet, phones, mid to high end PC configurations).

COMMUNICATION SKILLS: This position requires the ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. This position also requires the ability to write reports, business correspondence, and procedure manuals. The ability to effectively present information and respond to questions from groups of managers, clients, guests, and the general public is required as well.

MATHEMATICAL SKILLS: This position requires the ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. This position also requires the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

REASONING ABILITY: This position requires the ability to define problems, collect data, establish facts, and draw valid conclusions. This position also requires the ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.


CERTIFICATES, LICENSES, REGISTRATIONS:
• Must qualify to obtain and maintain a class “A” gaming license.
• A+ and N+ Comp TIA Certified Professional preferred.
• Microsoft Certified Systems Administrator MCSA or multiple Microsoft Certified Professional preferred.


SKILLS/ABILITIES:
• Long periods of sitting and typing
• Must be able to lift 35lbs
• Working in a smoking environment (Casino only)
• Good attitude
• Professional demeanor
• Make eye contact while speaking
• Ability to work under stressful situations
• Mentally strong and able to cope with many challenge
• 3+ years’ experience in technical Support and/or equivalent certification or schooling
• Intermediate to Advanced OS and application troubleshooting
• Working technical knowledge of desktop and mobile device hardware (Laptops, tablet, phones, mid to high end PC configurations).

DISCLAIMER:
The above information on this description has been designed to indicate the general nature and level of work performed by Team Members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of Team Members assigned to this job.