IT Helpdesk Technician

Four Winds Casinos Career Site•New Buffalo, MI

About The Position

The IT Helpdesk Technician provides initial technical assistance to enterprise computer and technology users by telephone or email, resolving break/fix issues or escalating them to IT support staff. The role supports system operations across casino areas, communicates with users at all levels, and helps ensure effective IT Department operations and a high level of user service and satisfaction. The technician installs selected software while maintaining appropriate security levels and access rights, attends scheduled departmental meetings, and contacts vendors about software, hardware, or phone problems as needed or requested by the IT Manager. The role also promotes a fun atmosphere for casino guests and encourages mutual respect, dignity, and integrity among employees. Although the position does not directly supervise anyone, it indirectly supervises the activities of system users on the property. A Level 2 Gaming License is required. The work takes place in a casino environment, where noise is usually moderate and can become loud on the casino floor; the environment is typically smoky. The employee may be exposed to electrical shock and/or radiation from computers.

Requirements

Technical degree in computer science or a related area, one to two years of related experience and/or training, or an equivalent combination of education and experience.
Effective communication skills and computer literacy, with superior programming and usage skills.
Must possess a Level 2 Gaming License.
Ability to read, analyze, and interpret complex documents, including technical journals, financial reports, and legal documents.
Ability to respond to common inquiries or complaints from guests, regulatory agencies, or members of the business community, and to present information effectively in one-on-one and small-group situations.
Ability to perform basic arithmetic and work with probability and statistical inference.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret varied technical instructions and handle abstract and concrete variables.
Ability to understand and meet the finance department’s technical and reporting needs and requirements.
Ability to develop and maintain strong relationships with casino technical staff and communicate technical information to non-technical personnel.
Ability to specify and develop queries and reports using a range of software.
Ability to think logically and follow detailed instructions.
Ability to meet the physical demands of the role, including frequent lifting or moving of up to 25 pounds, occasional lifting or moving of up to 50 pounds, and infrequent lifting or moving of up to 100 pounds.

Nice To Haves

One to three years of experience in computer programming, information management, or casino-related work is preferred.

Responsibilities

Provide initial technical assistance to enterprise computer and technology users by telephone or email.
Resolve break/fix issues or escalate them to IT support staff.
Install selected software and maintain proper security levels and access rights.
Support quality system operations throughout casino areas by communicating with users and offering direction and assistance.
Coordinate workflow to support effective overall IT Department operations.
Attend scheduled departmental meetings to facilitate the flow of information.
Help achieve and maintain a high level of service and satisfaction for system users.
Maintain working knowledge of Microsoft Word, Excel, email, and Microsoft administrative tools.
Contact vendors about specific software, hardware, or phone problems as needed or as requested by the IT Manager.
Promote a fun atmosphere for casino guests and encourage mutual respect, dignity, and integrity among employees.
Indirectly supervise the activities of system users on the property.