Help Desk Technician FT (On-Site, Non-Contract)
About The Position
Under general direction from the Manager of Information Technology (IT) Operations, the IT Help Desk Technician provides frontline technical support for a gaming casino, ensuring the reliability, security, and functionality of IT systems. This role involves troubleshooting hardware, software, and network issues, managing user access, and maintaining compliance with Tribal Gaming Commission (TGC), state, and federal regulations. The technician delivers exceptional customer service by assisting employees with technical problems, supporting IT infrastructure, and ensuring operational continuity for gaming and business systems. This list of duties and responsibilities illustrates only the tasks performed by this position and is not all-inclusive.
Requirements
- High School Diploma or GED – Associates degree preferred.
- 1-3 years progressive work experience in computer desktop support or equivalent combination of education and experience.
- Excellent interpersonal skills, written and verbal communication, proven analytical and problem-solving abilities are required.
- Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain gaming license.
- Proficiency in Windows-based systems, including Microsoft Server, Microsoft Office Suite, and enterprise software applications.
- Understanding of networking fundamentals, including TCP/IP, DNS, and Active Directory administration.
- Strong troubleshooting and problem-solving abilities for hardware, software, and network issues.
- Proficiency in word processing, spreadsheets, and database applications in a Windows environment.
- Ability to prepare, review, and analyze technical documentation and operational reports.
- Assess technology needs and ensure system performance meets operational requirements.
- Implement, test, and maintain network systems and software applications.
- Work independently, manage time effectively, and meet strict deadlines.
- Maintain confidentiality and uphold casino IT security policies.
- Communicate clearly and professionally, both verbally and in writing.
- Build and maintain positive working relationships across diverse teams and cultural backgrounds
Nice To Haves
- CompTIA A+, Network+, ITIL v4, and Microsoft 365 certifications are preferred.
- Familiarity with Microsoft certification standards and best practices for IT support.
Responsibilities
- Technical Support & Troubleshooting Install, configure, and maintain desktop computers, laptops, printers, VoIP phones, and peripheral devices to ensure optimal performance for Casino team members and guests.
- Diagnose and resolve hardware failures, connectivity issues, and performance degradation.
- Administer user accounts, access controls, and permissions within Active Directory and other IT systems.
- Monitor, manage, and respond to incoming help desk tickets, emails, and radio requests, prioritizing critical issues and ensuring timely resolutions.
- Escalate complex or high-priority issues to senior technicians or specialized IT staff..
- Support casino administrative systems, point-of-sale (POS) terminals, and internal applications.
- Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365 applications, business-critical software, and casino administrative systems.
- User Assistance & Training Provide technical support via phone, email, radio, and in-person interactions.
- Assist employees with software usage, system navigation, and troubleshooting procedures.
- Educate staff on IT security best practices to safeguard sensitive casino data.
- Document common technical issues and resolutions to improve response efficiency.
- System Maintenance & Compliance Assist with performing routine system checks, updates, and patch management to minimize downtime and prevent security vulnerabilities.
- Maintain compliance with Tribal Gaming Commission (TGC), federal, and Casino IT policies.
- Protect confidential information and enforce cybersecurity measures in line with industry regulations.
- Professional Development & Collaboration Stay current on emerging technologies, industry trends, and security protocols.
- Work collaboratively with IT team members and other departments to support casino operations.
- Participate in regular team meetings, training sessions, and professional development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
