IT Service Desk Technician

Cache Creek Casino Resort•Brooks, CA

1d•Onsite

About The Position

The IT Service Desk Technician provides in-person, hands-on desktop-level support and helps ensure proper operation of systems. The role receives, prioritizes, documents, and resolves end-user service requests, escalating incidents when needed to meet Service Level Agreement expectations. Support is provided through telephone, web portal, email, chat, and direct desktop work. The position also maintains technical documentation, supports hardware and software, and contributes to end-user resources and process improvements. This position has no supervisory responsibilities. Candidates must be at least 21 years of age, hold a CompTIA A+ Certification, and be eligible to obtain a Cache Creek Casino Resort Tribal Gaming License. The role requires the ability to perform its essential duties with or without reasonable accommodations.

Requirements

One year of related experience and/or training.
Experience with desktop and server operating systems, including the latest 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.
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 CompTIA A+ Certification.
Must have a Cache Creek Casino Resort Tribal Gaming License.
Ability to meet the physical demands of the position with or without reasonable accommodations, including occasionally lifting and/or moving up to 50 pounds.

Nice To Haves

Previous experience supporting a gaming organization.

Responsibilities

Provide first-contact support for incoming service desk requests through telephone, web portal, email, and chat.
Receive, prioritize, and identify issues affecting Cache Creek systems, taking initial or complete steps to resolve them.
Prioritize incidents and service requests according to defined processes and SLAs.
Escalate incidents to appropriate technicians when required, with accurate documentation.
Build rapport with service desk customers, gather details about problems, and follow up with customers.
Provide timely resolutions and excellent customer service.
Alert management to emerging incident trends.
Record problems and resolutions in the provided ticketing system, such as ServiceNow.
Troubleshoot, diagnose, and resolve technical hardware and software issues using diagnostic techniques.
Maintain technical documentation and the service catalog for software installation, hardware configuration, and troubleshooting.
Research solutions using internal and external knowledge bases as needed.
Learn the software and hardware used and supported by the organization.
Perform hands-on desktop fixes when remote tools are not appropriate, including hardware repairs and delivery of peripherals.
Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
Test fixes to confirm incidents have been adequately resolved.
Develop help sheets and frequently asked questions for end users, and contribute to the technical knowledge base as needed.
Reinforce SLAs to manage end-user expectations.
Suggest procedural improvements, provide process feedback, and recommend areas for improvement.
Deploy pre-packaged software using distribution tools and processes as requested by end users.