IT Help Desk Technician

• Ensure reliable functionality of all information systems supporting each department
• Install, test, and configure workstations, peripheral equipment, and software
• Create and manage user and computer accounts to include assigning to appropriate groups
• Install network cabling systems and equipment such as printers, network interface cards, and switches
• Escalate or involve complex problems to appropriate Help Desk Tier 2, Help Desk Tier 3, or vendors for troubleshooting and resolution
• Act as the initial contact for all end-users that need technical support
• Provide technical network problem resolution to customer end-users by performing question / problem diagnosis and guiding users through step-by-step solutions
• Answering the help desk phone, creating new tickets, updating existing tickets, and responding to tickets assigned as appropriate in a prompt manner to minimize impact to casino operations
• Clearly communicate technical solutions in a user-friendly professional manner and assist Tier 2, Tier 3, and other team members as needed
• Document with pertinent data all work performed within the designated trouble-ticket system
• Follow defined procedures and policies to resolve recurring issues
• Maintain a proactive guest service approach when working on the casino floor
• Other duties as assigned by IT Department Management
• Perform all duties in accordance with company team member handbook, internal policies, procedures, as well as applicable laws and gaming regulations

• Basic understanding of desktop operating systems, various software applications and PC/Server/Network hardware
• Resolving tickets within the customer SLAs
• Providing Great Customer Service
• Basic understanding of principles and theories of network systems and management
• Basic understanding of Internet technologies and products
• Basic understanding of electrical safety procedure
• One year of college course work or one year providing end user support for desktop and application software, or one year installing, upgrading, and troubleshooting computer networks
• Guest Service experience preferred, however not required
• Must be at least 18 years of age
• Must be able to provide all documents required to show the incumbent is eligible to work in the United States
• Required to pass a drug test and obtain and maintain a gaming license to work in a casino from the Otoe Missouria Gaming Commission
• Valid Driver’s License

Guest service experience