Help Desk Agent (Full Time) (34555)

Agua Caliente Casinos • Rancho Mirage, CA

8d • Onsite

About The Position

Responsible for handling the first line of direct support and response to all Information Technology related service requests. Performs initial triage and diagnostics by collecting information over the phone and using remote tools as required. Applies logical troubleshooting with IT knowledge and experience to resolve the issue or adds all relevant documentation prior to escalating to other IT teams.

Requirements

• High school diploma, GED or equivalent required.
• One to two years of related work experience required, prior hospitality experience preferred.
• Strong analytical and problem-solving skills.
• Exceptional interpersonal, written and oral communication skills with the ability to work in a team-oriented collaborative environment.
• Strong documentation skills with attention to detail.
• Capable of working 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.

Nice To Haves

• College degree and/or technical certification preferred.
• prior hospitality experience preferred.

Responsibilities

• Handle first line of IT support for all end user related service requests.
• Triage and perform diagnostics utilizing all available tools while providing excellent customer service.
• Apply logical troubleshooting with IT knowledge and experience to resolve the issue or add all relevant documentation prior to escalating to other IT teams.
• Constantly monitor and manage the Help Desk ticket queue and respond to requests in a timely fashion, documenting all aspects of a given situation including root cause analysis and resolution.
• Solicit feedback from other Help Desk Technicians to optimize and improve support while maintaining a solid understanding of general end-user support needs and requirements.
• Work with other IT team members on creating and maintaining a knowledge base while ensuring complete and accurate information.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees