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PC Technician Encore Boston Harbor in Everett, MA at Encore Boston Harbor

Date Posted: 8/7/2022

Job Snapshot

Job Description

Encore Boston Harbor is a luxury global destination gaming resort that features 671 hotel rooms with sweeping views of the Boston skyline and Boston Harbor, ultra-premium spa, luxury retail, high-end dining, and state-of-the-art ballroom and meeting spaces. At a total cost of $2.6 billion, it is the largest private single-phase development in the history of the Commonwealth.  Situated on the waterfront along the Mystic River and connected to Boston Harbor, Encore Boston Harbor includes a six-acre park along the water that features a harbor walk, an events lawn, public viewing areas, ornate floral displays and retail and dining experiences that overlook the Encore Harbor Walk. 


The Encore Boston Harbor PC Technician - IT will be responsible for ongoing coordination within the IT Department. Responsible for maintaining manage desktop, laptop and mobile devices to ensure that systems are operating at optimal levels. This includes, but is not limited to: maintaining processes, scheduling, and supporting department team members and maximizing opportunities for departmental success; maintaining all Encore Standards; and ensuring excellent guest and team member experience. 



  • Ensures all Encore Boston Harbor core values and department standards are implemented and applied.
  • Participates in short-and long-term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects changes required for improvement. Identifies key drivers of success.
  • Actively contributes to the departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
  • Verifies that all applicable internal policies, federal and state laws, rules, regulations and controls property-wide are enforced within the department.
  • Delivers and maintains a maximum level of property-wide service and satisfaction.
  • Contributes to company-wide communication and best practices.
  • Keeps informed of all new developments within the department.
  • Manages multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
  • Manages desktop patch distribution system and plan patches.
  • Serves as desktop computer security expert, defining computer-based policy to ensure a secure computing environment.
  • Defines and documents technical processes for efficient desktop system administration.
  • Configures and deploys workstations using system images for rapid workstation deployment.
  • Records and tracks help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Responds to help requests from users via phone, e-mail and ticket tracking system.
  • Partners with various server teams ensuring timely responses to support requests.
  • Install, upgrade, and trouble shoot software/hardware/file backups/anti-virus software and network connectivity.
  • Assesses resolutions and trends for ways to prevent forthcoming problems.
  • Heads technical training for groups of end users and develop help sheets.
  • Records and tracks hardware assets for inventory management purposes.
  • Diagnoses and resolve PC, Mac, and Telecom related issues.
  • Assists with network and engineering teams when required.
  • Functions as an escalation point for lower level technicians.
  • Functions as an escalator point for higher level IT verticals.
  • Analyzes and prioritize incoming issues.
  • Provides instruction for procedural and technical issues.
  • Works with other departments to come up with solutions to situations.
  • Schedules, setups, and organizes the IT portion of special events.
  • Schedules and organizes the IT portion of department moves.
  • Maintains and evaluates IT inventory.
  • Supports and assist Executive staff to issues.
  • Works with safety as a priority, and follows department and company safety standards.
  • Maintains relevant knowledge of industry through continuing education and training.
  • Performs any other job-related duties as assigned.


Job Requirements

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. Must have strong analytical and problem solving skills; initiative to see issues through to resolution; strong and professional customer service skill; experience with installing and troubleshooting client PC devices and with installing and troubleshooting Hotel and Casino applications, all variety of mobile devices; strong written and verbal communication skills. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Age, Gaming and Certifications:

21 years of age or above.

Will be required to obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.

Must be able to obtain and maintain any licensing or active work cards required, at present or in the future, for this position at all times.

Education and/or Experience: 

High school or equivalent degree required.  Bachelor’s Degree in Computer Science or a related field or equivalent experience preferred.

Requires a minimum of 2 years general computer skills and basic knowledge of Microsoft Office.

Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.


Language Skills:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.  Ability to respond to common inquiries from other employees or guests. Fluency in English required, second language a plus. Ability to write detailed instructions and correspondence.  Ability to effectively present information in one-on-one and group situations.

Mathematical Skills & Reasoning Ability:

Ability to compute basic mathematical calculations. Ability to decipher various reports and maintain reports upon request.

Physical Demands:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Essential responsibilities include moderate physical ability such as lift or maneuver at least thirty (30) pounds, and varied instances of standing/walking. 

Work Environment:

The work environment characteristics described here are representative of those that exist while Team Members are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The noise level in the work environment is typically moderate. When on the casino floor or some back of house areas, the noise level increases to loud. Must be able to interact with internal and external guests in a professional manner.
  • Due to the unpredictable nature of the hospitality/entertainment industry, Team Members must be able to work varying-schedules to reflect the business needs of the property.
  • Team members may be expected to work outside and may be subject to all weather conditions and subject to varying levels of cold, heat, humidity, precipitation, wind, noise, and vibration. Work may be performed in and or around electrically or mechanically energized equipment. May be required to work in elevated places on ladders, lifts, catwalks, and staging inside and outside of the building. Proper precautions and procedures must be taken including the use of appropriate Personal Protection Equipment (PPE).