IT Service Desk Technician

Cache Creek Casino Resort•Brooks, CA

2h•Onsite

About The Position

The IT Service Desk Technician provides in-person, hands-on desktop-level service and helps ensure proper systems operation. The role receives, prioritizes, documents, and actively resolves end-user service requests, escalating incidents when needed to meet Service Level Agreement expectations. The position provides first-contact support through telephone, web portal, email, and chat, as well as hands-on desktop troubleshooting and maintenance. It has no supervisory responsibilities.

Requirements

At least one year of related experience and/or training.
Experience with desktop and server operating systems, including recent Windows versions.
Extensive application support experience with the Microsoft Office productivity suite.
Working knowledge of a range of PC diagnostic utilities.
Knowledge of basic computer hardware, including desktop and laptop systems.
Must be at least 21 years of age.
Must have CompTIA A+ Certification.
Must obtain a Cache Creek Casino Resort Tribal Gaming License.
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, draw valid conclusions, and interpret written, oral, diagrammatic, mathematical, or schedule-based instructions.
Ability to perform essential duties satisfactorily, with or without reasonable accommodations.

Nice To Haves

Previous experience supporting a gaming organization.

Responsibilities

Provide courteous, timely, and effective first-contact support for service desk requests received by telephone, web portal, email, and chat.
Receive, prioritize, and identify issues affecting systems, taking initial or complete steps toward resolution.
Prioritize incidents and service requests according to defined processes and SLAs.
Escalate incidents to an appropriate technician when required, with accurate documentation.
Build rapport with customers, elicit problem details, and follow up with them.
Provide quick resolution and excellent customer service, and reinforce SLAs to manage end-user expectations.
Alert management to emerging incident trends.
Record problems and resolutions in the provided ticketing system, such as ServiceNow.
Troubleshoot, diagnose, and resolve hardware and software issues using diagnostic techniques and in alignment with SLAs.
Maintain technical documentation and the service catalog for software installation, hardware configuration, and troubleshooting.
Research solutions using internal and external knowledge bases.
Identify and learn the software and hardware used and supported by the organization.
Perform desktop-level hands-on fixes when remote tools are not appropriate, including hardware repairs and delivery of peripherals.
Perform preventative maintenance by checking and cleaning workstations, printers, and peripherals.
Test fixes to ensure incidents are adequately resolved.
Develop help sheets and FAQ lists for end users and contribute to the technical knowledge base.
Suggest procedural improvements, provide feedback on processes, and recommend areas for improvement.
Deploy pre-packaged software using distribution tools and processes as requested by end users.