IT Help Desk Support - Full Time (Day Shift)

Oaklawn•Hot Springs, AR

9d•Onsite

About The Position

Oaklawn is seeking a talented individual to join the Oaklawn Team as an IT Help Desk Support. This role is crucial for providing technical assistance to end-users, ensuring smooth operation of hardware and software across the organization. The ideal candidate will be part of a family with strong core values, contributing to an exciting environment for guests and team members, with the aspiration to be Arkansas' Employer of Choice.

Requirements

Must be at least 21 years of age.
Minimum of 2+ years guest service experience.
Minimum of 1+ years entry-level knowledge of Microsoft Windows workstation & server environment experience.
Ability to independently perform all of the duties of the position efficiently and effectively.
Strong interpersonal skills and the ability to work effectively with a wide range of constituencies in a diverse internal and external community.
Strong computer skills with highly accurate data entry.
Able to maintain the highest level of confidentiality.
Ability to work as a team.
Highly organized and detail oriented.
Able to quickly adapt to changing priorities.
Excellent communication and problem-solving skills.
Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to read and communicate verbally in English.
Written communication skills in English may also be required.
Employee must be able to qualify for licenses and permits required by federal, state, and local regulations.
Must complete a pre-employment drug screen and background check.

Nice To Haves

Previous casino experience preferred.
Prefer knowledge of how to assemble and disassemble computer components, including network cabling.
Prefer ability to install, configure, troubleshoot many of the software applications and peripheral equipment used at the casino.

Responsibilities

Provide technical software and hardware problem resolution to all end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a help desk environment.
Clearly communicate technical solutions in a user-friendly, professional manner.
Pass more complex end-user problems on to appropriate personnel.
Document, track, and monitor all computer system work requests through the ticket tracking software to ensure timely resolution.
Answer and problem-solve help desk tickets via email, phone, or other communication methods.
Communicate with technology users and staff to understand, identify, document, and resolve problems, escalating where necessary.
Communicate all pertinent information in a friendly, timely, and accurate fashion.
Use department resources to locate answers for end-users.
Coordinate timely repair of computer equipment covered by third-party vendor maintenance agreements.
Document, track, and monitor all computer system work orders through the ticket tracking software, including detailed information about the issue/problem and its resolution.
Install and perform minor repairs to hardware, software, or peripheral equipment following design or installation specifications.
Install, configure, maintain, and troubleshoot a wide range of software and hardware used throughout casino operations.
Investigate appropriate areas of potential problems, investigate error messages, and determine resolution.
Maintain up-to-date expertise in the operation and application of the casino standard computer software and a working knowledge of a wide variety of commonly used hardware and software.
Perform hardware/software upgrades to computer equipment as needed.
Respond to user requests for service and determine the nature and extent of support needed.
Set up equipment for team member use, ensuring proper installation of cables and software.
Support basic Microsoft related technologies such as Windows Server, Exchange, SharePoint, Office, etc.
Tag assets, set up, and assist in the configuration of new and used end-user computer hardware/software, including peripherals.
Train users in the use of hardware and software.
Transport, adjust, clean, and install/configure computing and related equipment.
Maintain an inventory of all equipment.
Provide computer troubleshooting and maintenance via telephone or in-person.
Identify, diagnose, and resolve issues for end-users having computer software or hardware issues; communicate solutions to end-users.
Maintain strict confidentiality.
Ensure cleanliness of assigned area, reporting issues to supervisor.
Calmly, tactfully, and professionally handle complaints and concerns, assisting resolution whenever possible, and directing to supervisor when not able to assist.
Maintain an attitude and philosophy consistent with the company Core Values and Standards of Behavior with internal and external guests.
Ensure regular and punctual attendance.
Perform other duties as assigned.