Help Desk Agent (Full Time)

Agua Caliente Casinos • Rancho Mirage, CA

10d • Onsite

About The Position

The Help Desk Agent provides first-line support and response to Information Technology service requests from end users. The role conducts initial triage and diagnostics by gathering information over the phone and using remote tools as needed, then applies logical troubleshooting to resolve issues or documents them for escalation to other IT teams. The agent monitors and manages the ticket queue, documents root causes and resolutions, and collaborates with Help Desk Technicians and other IT team members to improve support and maintain a complete, accurate knowledge base.

The position is based onsite in an office at Central Operations in Rancho Mirage, California. The individual typically works in an office environment but may work throughout office areas and properties, including the casino environment. The role requires the ability to work in a smoke-filled environment and to use office and mobile equipment.

Requirements

• High school diploma, GED, or equivalent.
• One to two years of related work experience.
• Strong analytical and problem-solving skills.
• Exceptional interpersonal, written, and oral communication skills, including the ability to work in a team-oriented, collaborative environment.
• Strong documentation skills and attention to detail.
• Ability to work in a fast-paced environment with a rapidly growing client base.
• Intermediate knowledge of Windows and Mac OS operating systems.
• Intermediate knowledge of iOS and Android devices in a commercial or enterprise environment.
• Intermediate knowledge of cell phone carriers such as AT&T and Verizon in a commercial or enterprise environment.
• Ability to stand, move and work throughout office areas and properties, walk up to 1½ miles, climb stairs, and sit at a desk or workstation for the duration of the shift.
• Ability to work in a smoke-filled environment.
• Ability to grasp, bend, lift, carry, or otherwise move goods weighing at least 25 lbs. intermittently.
• Sufficient hand dexterity to use office equipment, including a computer keyboard, cell phone, tablet, calculator, general office equipment, and multi-line telephone.

Nice To Haves

• College degree and/or technical certification.
• Prior hospitality experience.

Responsibilities

• Handle first-line IT support for end-user service requests.
• Triage requests and perform diagnostics using available tools while providing excellent customer service.
• Troubleshoot issues and resolve them when possible, or document relevant information before escalating to other IT teams.
• Monitor and manage the Help Desk ticket queue and respond to requests in a timely manner.
• Document each situation, including root cause analysis and resolution.
• Solicit feedback from other Help Desk Technicians to optimize and improve support.
• Maintain an understanding of general end-user support needs and requirements.
• Work with IT team members to create and maintain a complete and accurate knowledge base.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED