IT Help Desk Support - Part Time (Shift Vary)

Oaklawn • Hot Springs, AR

9d • Onsite

About The Position

We are seeking a talented individual to become an IT Help Desk Support. This role involves providing 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. The successful candidate will clearly communicate technical solutions in a user-friendly, professional manner and escalate more complex issues. This position will document, track, and monitor all computer system work requests through ticket tracking software to ensure timely resolution. The role requires answering and problem-solving help desk tickets via email, phone, or other communication methods, and communicating with technology users and staff to understand, identify, document, and resolve problems. The IT Help Desk Support will also coordinate timely repair of computer equipment covered by third-party vendor maintenance agreements, install and perform minor repairs to hardware, software, or peripheral equipment, and install, configure, maintain, and troubleshoot a wide range of software and hardware used throughout casino operations. Maintaining up-to-date expertise in the operation and application of casino standard computer software and a working knowledge of commonly used hardware and software is essential. The role also involves performing hardware/software upgrades, responding to user requests, setting up equipment for team members, supporting basic Microsoft technologies, tagging assets, and training users. Additionally, the IT Help Desk Support will maintain an inventory of all equipment, provide computer troubleshooting and maintenance, maintain strict confidentiality, ensure cleanliness of assigned areas, and handle complaints and concerns professionally. A positive attitude consistent with company core values and standards of behavior is expected, along with regular punctual attendance and the ability to work required overtime. Other duties as assigned.

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.
• Requires the 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.
• Employee must be able to qualify for licenses and permits required by federal, state and local regulations.
• All applicants 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.
• Escalate more complex end-user problems.
• Document, track, and monitor all computer system work requests through the ticket tracking software to ensure a timely resolution to end-users.
• Answer and problem-solve help desk tickets by email, phone, or other forms of communication.
• Communicate with technology users and staff to understand, identify, document, and resolve problems; escalating where necessary.
• Communicate in a friendly manner all pertinent information in a 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 detail information about the issue/problem and a complete resolution to the issue/problem.
• 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 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 computers hardware/software including peripherals.
• Train users in use of hardware and software.
• Transport, adjust, clean, and install/configure computing and related equipment.
• Maintain 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 the 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, directing to supervisor when not able to assist.
• Maintain an attitude & philosophy consistent with the company Core Values and Standards of Behavior with internal & external guests.
• Regular punctual attendance.
• Ability to work required overtime.
• Perform other duties as assigned.

Benefits

• We have an extraordinary legacy.
• We are a family with strong core values, providing a new level of excitement for our guests and Team Members as we aspire to be Arkansas' Employer of Choice.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed