IT Service Desk Technician

Service Desk Technicians are the first point of contact for employees reporting incidents or requesting help. Technicians’ primary responsibilities are identifying, documenting, and resolving incidents and service requests. They create, manage, document, and audit computer user credentials and access.

They are skilled problem solvers with experience troubleshooting Microsoft Windows computers and understand basic network concepts such as Ethernet and TCP/IP. They are capable of identifying and resolving issues logically and methodically. If technicians are unable to resolve an issue, they are responsible for escalating the issue until a resolution is found.

ESSENTIAL JOB FUNCTIONS:

• Promote exemplary guest service standards through prompt, efficient, and friendly service.

• Document and respond to incidents and service requests via phone, email, IM, etc.

• Create, modify, distribute, and audit computer user accounts and access rights.

• Set up computers and peripheral devices, such as personal computers (PCs), printers, telephones, and battery backups.

• Verify hardware is functioning, such as personal computers (PC), printers, telephones, and battery backups.

• Use remote support tools to share screens and computer access with users, and to facilitate and assist vendors in troubleshooting.

• Install and configure appropriate software.

• Guide users on Wildhorse’s software and hardware usage.

• Organize and schedule upgrades and maintenance, as outlined or directed.

• Document incident details and work performed for escalation to senior staff and vendors.

• Perform data entry as appropriate.

• Comply with regulatory laws, employee handbook, department policy and procedures, safety codes, etc.

• Promotes a clean, safe, and healthy working environment for employees and guests. Promptly reports all concerns to supervisor or manager.

• Ensure that equipment, tools, and materials are operated safely.

• Promote internal guest service standards through courteous and respectful behavior.

• Other related duties as assigned.

• Familiarity with web browsers (IE, Chrome, Firefox, Safari) and spreadsheets (Excel, Google Sheets, etc.).

• One (1) year of applicable IT experience (documenting requests, setting up hardware, installing software, guiding end users, organizing schedules and maintenance, and documenting issues).

• High School Diploma or GED or ten (10) years of experience.

• Will lift and maneuver 50 lbs. and work/sit for long periods at work/computer station. Also, perform repetitive motion of arms, wrist, and fingers; and at times move throughout a smoke-filled environment; including bending, lifting, and maneuvering items. And crawl under desks and work in confined spaces.

• CompTIA A+ certification, or acquire it within 6 months of hire. Must pass 1 test towards certification every 6 months.

• Excellent personal appearance and hygiene habits.

• Requires a High-Security Gaming license.

• Must be at least 21 years of age.