IT Senior Service Desk Technician-Onsite

Cache Creek Casino Resort•Brooks, CA

3d•Onsite

About The Position

The IT Senior Service Desk Technician ensures system operation and responds to end-user service calls and active IT operational incidents. This role serves as the primary point of contact for customers seeking technical assistance, resolving incidents or escalating them through to resolution. The technician provides advanced service desk support, delivers excellent customer service, and helps maintain reliable IT operations. The position has no supervisory responsibilities.

Requirements

At least 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 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, and draw valid conclusions.
Ability to interpret written, oral, diagrammatic, mathematical, or schedule-based instructions.
Must be at least 21 years of age.
Must have a Cache Creek Casino Resort Tribal Gaming License.
Must have CompTIA A+ Certification.

Responsibilities

Serve as the first point of contact for customers seeking technical assistance by phone or email.
Evaluate documented resolutions, analyze incident trends, and alert management to emerging issues and opportunities to prevent recurring problems.
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.
Act as an escalation point for advanced or difficult service requests and resolve or further escalate issues affecting systems.
Build rapport with service desk customers and provide quick resolutions and excellent customer service.
Troubleshoot and analyze problems, coordinate with vendors as needed, and add value to the resolution workflow.
Maintain technical documentation and the service catalog covering software installation, hardware configuration, and troubleshooting.
Record problems and resolutions in the provided ticketing system, such as ServiceNow.
Use remote tools and diagnostic utilities to troubleshoot issues, and research solutions in internal or external knowledge bases.
Perform hands-on desktop-level fixes when remote tools are inappropriate, including hardware repairs and delivery of peripherals.
Install antivirus software and ensure virus definitions are up to date.
Test fixes to confirm that issues are adequately resolved and conduct post-resolution follow-ups with Service Desk Technicians as needed.
Develop service sheets and FAQ lists for end users, and contribute to technician knowledgebase and training materials as needed.
Reinforce SLAs to manage end-user expectations.
Suggest procedural improvements, provide process feedback, and recommend areas for improvement.