IT Help Desk Technician

Lucky Eagle Casino•Rochester, WA

About The Position

Assists internal users with hardware and software issues related to desktops, laptops, printers, and other casino systems. Responsible for the documentation of all phases of the resolution process. This position ensures the confidentiality, security, and accuracy of guest’s records, and promotes positive guest and team member relations. Strong written and verbal communication skills are required and outstanding guest service to fellow team members, guests, vendors, etc. is expected. Regular attendance is required, and on occasion, later hours or weekend time may be required with project deadlines and a neat well-groomed professional appearance is essential at all times.

Requirements

A High School Diploma or GED is required for this position.
A basic working knowledge of Information Technology equipment and systems is required.
Must be 21 and older and have the ability to obtain and retain a Washington State Class III Gaming License; successfully pass a pre-employment drug screen.

Nice To Haves

Must have one (1) years of technical training or related computer experience preferred, and six (6) months of experience in a computer related field, A+ Certification and additional experience with technical/electrical devices highly desired.
This position requires knowledge of Microsoft Office, Outlook, Windows 8/7/XP/Vista and other Windows products, network operations, PC and application troubleshooting techniques highly desired.
Must be able to work independently with minimal supervision and insure that projects are completed by or before the deadlines.

Responsibilities

Customer service is a top priority.
Directly responsible for responding to calls and/or e-mails sent to the Casino’s IT Help Desk in a timely and professional manner.
Provide hardware and software support for Casino desktops, laptops, printers and other Casino systems.
Directly responsible for documenting all phases of the troubleshooting process, including resolution and closing open work orders.
Escalates issues to the next level of support when warranted.
Understands and performs in accordance with the Casino’s “Soaring Services Program.”
Accountable for responsible and confidential handling of the Casino’s System information.
Understands the Casino’s Disaster Plan and his/her responsibility.
Understands and adheres to all regulatory, Tribal, Casino and department rules, regulations, policies and procedures.
Performs other duties as assigned.
Assists with the daily cleaning of public and team member spaces, ensuring all team members properly cleaning (to property standards) and sanitized; examples of daily cleaning protocols include but are not limited to the cleaning of work areas, machines, equipment, using cleaning and sanitizing agents and report of any and all cleanliness issues.