Support Technician

Under direct supervision of the IT Support Supervisor, provides user support, complex problem analysis and resolution, in-depth technical assistance, and training for hardware, software, network and telephone information systems., * Performs general problem solving and assistance on software applications and hardware systems and telecommunication system.

• Problem solving and technical assistance duties are accomplished through the routine exercise of discretion and independent judgment within parameters established by IT management.
• Performs routine hardware and software maintenance and assists in proper upkeep and utilization of systems.
• Provides in-depth technical assistance and maintenance support to departmental end users.
• Documents projects; writes and maintains user instructions.
• Maintains applicable records of all maintenance and repairs.
• Maintains knowledge of current technological developments/trends in area of expertise.
• Maintains a good communication with team members and maintains a positive and professional work environment.
• Contributes to a team effort and accomplishes related results as required.
• Performs other duties as required.

High school degree or GED plus 3 years’ experience in IT Support; or equivalent combination of education and experience; or has completed 18 months as a Desert Diamond Casino IT Intern while successfully performing all essential duties and responsibilities of a Support Technician. Must be 18 years of age or older. No felony, theft or stealing convictions. Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain a gaming license and to include the following: Knowledge, Abilities, Skills, And Certifications

• Knowledge of relevant state-of-the-art technology, equipment, and/or systems.
• Knowledge of guest service standards and procedures.
• Knowledge of computer hardware and software and telecommunication systems.
• Knowledge of current developments and technological trends in computer hardware and software.
• Knowledge of available computing and/or network hardware and peripheral equipment.
• Ability to perform preventive maintenance on computer hardware and software.
• Ability to communicate technical guidance and instruction to users on the use of Personal Computer (PC) and/or mainframe applications and systems.
• Ability to determine computer problems and to coordinate hardware and/or software solutions.
• Ability to communicate, read and write clearly in basic English.
• Ability to demonstrate outstanding guest service at all times.
• Records maintenance skills.
• Ability to foster a cooperative work environment.
• Ability to communicate effectively, both orally and in writing.
• Technical writing skills.
• Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, Access, and presentation software (such as PowerPoint).

Work is generally performed in an office and casino setting with exposure to second-hand smoke and a high noise level. Evening, graveyard, holiday and/or weekend work may be required. Extended hours and irregular shifts may be required. Source: Hospitality Online