IT Senior Service Desk Technician
About The Position
The IT Senior Service Desk Technician ensures system operation and responds to end-user service calls and active IT operational incidents. The role serves as the primary point of contact for technical assistance and resolves incidents or escalates them through resolution. The technician provides advanced service desk support, including troubleshooting hardware and software, coordinating with vendors, maintaining technical documentation, and supporting software deployment and releases. The position requires one year of related experience and/or training, experience with desktop and server operating systems including Windows, MacOS, and VMWare, extensive application support experience with the Microsoft Office productivity suite, and experience in an ITIL-driven environment with working knowledge of ITIL principles and processes. A CompTIA A+ Certification and Cache Creek Casino Resort Tribal Gaming License are required. Candidates must be at least 21 years old. The role regularly involves sitting, using hands, and talking or hearing. It occasionally involves standing, walking, reaching, stooping, kneeling, crouching, or crawling, and may require lifting or moving up to 50 pounds. The employee may occasionally encounter electrical-shock risk and secondhand tobacco smoke; the noise level is usually moderate.
Requirements
- One year of related experience and/or training.
- Experience with desktop and server operating systems, including Windows, MacOS, and VMWare.
- Extensive application support experience with the Microsoft Office productivity suite.
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
- Knowledge of advanced computer hardware, including desktop and laptop systems.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to calculate figures and amounts and apply basic algebra and geometry concepts.
- Ability to define problems, collect data, establish facts, draw valid conclusions, and interpret written, oral, diagrammatic, mathematical, or scheduled instructions.
- Must be at least 21 years of age.
- Must have CompTIA A+ Certification.
- Must have a Cache Creek Casino Resort Tribal Gaming License.
- Must be able to meet the physical demands of the job, with or without reasonable accommodations, including occasional lifting or moving of up to 50 pounds.
Responsibilities
- Serve as the first contact for customers requesting technical assistance by phone or email.
- Evaluate documented resolutions and analyze trends to prevent recurring issues.
- Alert management to emerging incident trends.
- Deploy pre-packaged software using automated deployment tools as needed.
- Assist with software releases and rollouts in accordance with change-management best practices.
- Provide Level I support when request volumes are high.
- Resolve requests quickly and provide excellent customer service.
- Act as an escalation point for advanced or difficult service requests.
- Build rapport with service desk customers.
- Resolve or further escalate system issues through problem analysis, troubleshooting, or vendor coordination.
- Maintain technical documentation and the service catalog for software installation, hardware configuration, and problem troubleshooting.
- Record problems and resolutions in the provided ticketing system, such as ServiceNow.
- Use remote tools and diagnostic utilities to troubleshoot issues.
- Research solutions using internal and external knowledge bases as needed.
- Perform desktop-level hands-on fixes when remote tools are inappropriate, including hardware repairs, peripheral delivery, or other required fixes.
- Install antivirus software and ensure virus definitions are up to date.
- Test fixes to confirm issues are adequately resolved.
- Conduct post-resolution follow-ups with Service Desk Technicians as required.
- Develop service sheets and FAQ lists for end users.
- Contribute to the technician knowledge base and training as needed.
- Reinforce SLAs to manage end-user expectations.
- Suggest procedural improvements and provide feedback and recommendations on processes.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
