IT Service Desk Specialist I

Golden Entertainment

3d•Onsite

About The Position

As the IT Service Desk Specialist, you are responsible for installing, troubleshooting, documenting, and maintaining all applications and hardware used across Golden Entertainment properties and corporate offices. You respond to incoming service desk calls and email requests from internal and external guests, ensuring timely resolution and adherence to established service levels. Through effective ticket management and prioritization, you deliver responsive technical support while upholding all company and departmental standards, policies, and procedures.

Requirements

Certification in A+, Net+, Sec+ is preferred
Proven knowledge of methodology to troubleshoot issues with computer systems, audio / visual systems, telecommunications systems, and wiring
Excellent interpersonal skills
Must have a reliable means of transportation; some travel required
Prior Casino / Hospitality / Guest Service experience preferred
Prior experience with but not limited to the following Telecommunications Systems; Avaya Telecommunications, IP Telephony, FCS Voicemail preferred
Prior experience with but not limited to the following Audio and Visual Systems; Crestron Control Systems, Soundweb Control Systems preferred
Proven ability to apply commonsense and to solve problems, communicate effectively in both written and verbal forms of English, maintain professionalism, and confidentiality at all times, meet set goals and deadlines, identify factors that may impact ability to meet deadlines, provide a consistent, outstanding service to both internal and external guests, read, and comprehend Hardware and Software Documentation, and Manuals
Proven knowledge of methodology to troubleshoot issues with computer systems, audio / visual systems, telecommunications systems, and wiring
Prior experience using the Service Desk model (ITIL) to provide service, use of escalation path, and understanding of the appropriate technical group to escalate to is preferred
Prior experience working directly with guests, to resolve complaints, issues, and concerns
Prior experience working in a fast paced, rapidly changing environment that places high value on the security and confidentiality of the data
Willing and able to work any and all shifts as assigned, including weekends and holidays
General knowledge base of but not limited to the following products; Microsoft Operating Systems, Microsoft Programs and Suites, Adobe programs, Avaya One X client, Infogenesis, LMS, and Gaming systems
Minimum 21 years of age
High school diploma or equivalent required
Degree in Information Technology or related field preferred
Ability to effectively communicate in English, both written and verbal
Obtain and maintain all work cards as required by the company
Verify right to work in the United States
Occasionally push/pull up to 50lbs
Occasionally lift and/or carry up to 50lbs at floor, knee, waist, and chest levels
Occasionally squat, kneel, reach, bend, twist
Constantly sit and work at a desk or computer
Occasionally stand or walk
Constant use of hearing and vision, distinguish between shades of color, and use tools or equipment requiring a high degree of dexterity

Nice To Haves

Certification in A+, Net+, Sec+ is preferred
Prior Casino / Hospitality / Guest Service experience preferred
Prior experience with but not limited to the following Telecommunications Systems; Avaya Telecommunications, IP Telephony, FCS Voicemail preferred
Prior experience with but not limited to the following Audio and Visual Systems; Crestron Control Systems, Soundweb Control Systems preferred
Prior experience using the Service Desk model (ITIL) to provide service, use of escalation path, and understanding of the appropriate technical group to escalate to is preferred
Degree in Information Technology or related field preferred

Responsibilities

Answer and handle multiple phone calls while multitasking
Facilitate the escalation of service requests to the appropriate experienced technician or group
Follow-up to both internal and external guests on open and closed issues they have reported, as needed to ensure resolution has met or is meeting the guest expectations
Identify and organize Service Desk tickets according to priority
Installations of hardware and software, basic troubleshooting, maintenance of hardware and software applications, setup and maintain and teardown of audio/visual systems, program and maintain telecommunications system, networking, and wiring (pulling and termination)
Monitor the MDF and IDF locations for all properties, ensuring that the environment is not exceeding pre-set thresholds, and the areas are free of debris
Perform first-level root cause analysis for problems
Provide first-level support in a timely manner for but not limited to the following; computer hardware, Microsoft programs, user management, print and file sharing, audio components, video and other visual components, telecommunications equipment, networking, and wiring
Record, track and document service requests, problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution
Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards
Perform other duties as assigned