IT Service Desk Technician

Cache Creek Casino Resort

About The Position

Provide in-person, hands-on service at the desktop level. Ensure proper systems operation. Receive, prioritize, document and actively resolve end-user service requests and escalate incidents when deemed necessary to maintain Service Level Agreement expectations.

Requirements

One year related experience and/or training.
Experience with desktop and server operating systems, including latest Windows versions.
Extensive application support experience with Microsoft Office productivity suite.
Working knowledge of a range of PC diagnostic utilities.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret a variety of instructions furnished in written, oral, diagram, mathematical or schedule form.
Must be at least 21 years of age.
Cache Creek Casino Resort Tribal Gaming License
Must have CompTIA A+ Certification
Knowledge of basic computer hardware, including desktop and laptop systems.

Nice To Haves

Previous experience supporting gaming organization preferred.

Responsibilities

Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
Receive, prioritize and identify issues affecting Cache Creek systems, while taking initial or complete steps to resolve.
Prioritize incidents and service requests according to defined processes to meet defined SLAs.
Escalate incidents with accurate documentation to suitable technician, when required.
Build rapport and elicit problem details from service desk customers.
Follow-up with customers.
Provide quick resolution and excellent customer service.
Alert management to emerging trends in incidents.
Keep record of problems and their resolution leveraging provided ticketing system (e.g. ServiceNow)
Perform troubleshooting using different diagnostic techniques
Troubleshoot, diagnose, and resolve technical hardware and/or software issues in alignment with defined SLAs
Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
Research solutions through internal and external knowledgebase as needed.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure an incident has been adequately resolved.
Develop help sheets and FAQ lists for end user consumption.
Contribute to technical knowledgebase as needed
Reinforce SLAs to manage end-user expectations.
Suggest improvements on procedures
Provide feedback on processes and make recommendations on areas to improve
Deploy pre-packaged software using distribution tools and processes as requested by end users.