IT Service Desk Representative
About The Position
The IT Service Desk Representative will be responsible for maintaining self-control and projecting calm reassurance in all interactions with internal and external guests. This role involves installing selected software while maintaining proper security levels and access rights. The representative will ensure the quality of systems operations by communicating with all levels of systems users, offering direction and assistance as needed. They will coordinate case work flow within the IT Department, manage case escalations, and handle internal guest communications post-escalation. Project responsibilities include consulting with system users on specific requirements, designating priority, and scheduling follow-up work. The role also requires routine inspection of supported equipment, identification of potential problems, and collaboration with IT management on permanent solutions. Maintaining a working knowledge of property software is essential for effectively supporting IT operations. The representative will contact vendors for software, hardware, or phone issues as needed and escalate persistent issues to management that impact guest or team member productivity. All other duties as assigned will also be performed.
Requirements
- Technical degree in computer science or related area and at least one year of experience in information management required.
- Must possess effective communication skills.
- An appropriate combination of the above education and experience requirements may be acceptable.
- Must be at least 21 years of age.
Nice To Haves
- Casino-related experience preferred.
Responsibilities
- Maintain self-control and project calm reassurance in all interactions with internal and external guests.
- Installs selected software, maintaining proper security levels and access rights.
- Ensures the quality of systems operations in all areas of the casino by communicating with all levels of systems users and offering direction and assistance as needed.
- Coordinates case work flow to ensure effective overall operations in the I.T. Department, including management of case escalations and internal guest communications after escalation.
- When tasked with a project responsibility, consults with system users on specific requirements, designating priority, and scheduling follow up work.
- Routinely inspects all supported equipment, identifying potential problems and working with IT management to identify a permanent solution.
- Maintains a working knowledge of property software to effectively support property IT operations.
- Contacts vendors with regard to specific software, hardware or phone problems, as needed or requested by the I.T. Manager.
- Escalates any persistent issue to management that is causing guest or team member productivity issues.
- Performs all other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
