Help Desk Administrator

Resorts World Las Vegas•New York, NY

1d•$21 - $39

About The Position

The Help Desk Administrator provides administrative and technical support to the Information Technology Department and serves as the primary point of contact for IT service requests. This role is responsible for help desk ticket intake, triage, first-touch technical support, and coordination of user provisioning activities, while ensuring accurate documentation and adherence to service level agreements (SLAs). The position requires strong customer service skills, hands-on technical aptitude, and the ability to operate effectively in a regulated gaming and hospitality environment.

Requirements

Must be at least 18 years old and have the ability to obtain the appropriate license pursuant to the applicable statute, rules and regulations.
High School diploma or equivalent required.
Minimum of two (2) years of prior IT Help Desk, desktop support, or technical customer support experience, or equivalent skills acceptable to the company.
Demonstrated experience with PC troubleshooting, including Windows operating systems, basic networking concepts, and common desktop applications.
Confidence working with computer hardware and peripherals, including desktops, laptops, monitors, printers, scanners, and related equipment.
Prior experience using help desk or ticketing systems for incident tracking and service request management preferred.
Strong customer service skills with a professional phone presence and clear written communication.
Friendly, dependable, detail-oriented, and a collaborative team player.
Ability to read, analyze, and interpret documents, such as policy and procedure manuals and other related documents.
Ability to respond to common inquiries from other Team Members or guests.
Fluency in English required.
Ability to write detailed instructions and correspondence.
Ability to effectively present information in one-on-one and small group situations.
Ability to compute complex mathematical calculations.
Ability to work with mathematical concepts such as probability and statistical inference.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to decipher various reports and maintains reports upon request with strong decision-making and problem-solving skills.
Ability to work well under pressure and deadlines.
Essential responsibilities include moderate physical ability such as lift or maneuver at least ten (10) pounds, and prolonged sitting during the shift.

Responsibilities

Serve as the first point of contact for all IT-related inquiries via phone, email, service portal, and walk-up support.
Perform help desk ticket intake and triage, ensuring incidents and service requests are logged accurately, categorized correctly, prioritized appropriately, and routed to the correct support teams.
Provide first-touch technical support, including basic PC troubleshooting, hardware diagnostics, and user assistance for common desktop, peripheral, and access-related issues.
Troubleshoot and resolve issues related to workstations, printers, peripherals, and standard applications, escalating unresolved issues in accordance with established IT procedures.
Coordinate and track user provisioning and deprovisioning activities, including account access requests, onboarding, offboarding, and role-based access changes, in alignment with IT security policies.
Monitor open tickets and perform follow-ups to ensure issues are resolved within defined SLAs, escalating as necessary to minimize business impact.
Maintain accurate documentation of all incidents, requests, troubleshooting steps, and resolutions within the help desk/ticketing system.
Assist with SLA and help desk reporting, including ticket volume, response times, resolution times, and trend analysis as requested by IT leadership.
Provide general administrative support to the IT Department, including word processing, filing, copying, mail distribution, and office organization.
Maintain a professional, courteous, and customer-focused demeanor when interacting with employees, vendors, and guests.
Attend required meetings, training sessions, and compliance briefings.
Assist with special projects and perform other duties as assigned