IT Service Desk

Affinity Gaming

1d

About The Position

The Help Desk role is to ensure proper computer operation so that end users can
accomplish business tasks.

Requirements

• Minimum 21 years of age.
• Must possess a local valid driver license.
• Must obtain a Gaming registration.
• Associate degree in any computer course or two (2) years in a computer technical school.
• Experience with Micros POS.
• Must be computer literate.
• While performing the duties of this job, the employee is required to walk for extensive periods or to and from areas repeatedly when required by onsite calls.
• Must be able to move and/or carry equipment to various locations.
• Must be able to lift objects 10 pounds or up.
• Must be able to read, write, speak and/or interpret simple sentences in English.
• Must be able to communicate with managers, other employees and public customers.
• Must be able to perform basic mathematics and rules of standard and metric measurement and have knowledge of formulas related to the computer field, including binary, decimal and hexadecimal calculation.
• Must know basic electronic theory and be able to perform basic electrical computations based upon Ohm’s Law.
• Excellent customer service skills are essential
• Must be able to interact with managers, other employees, vendors, sales representatives and public customers.
• Must be able to work cohesively with co-workers and work as a team.
• Ability to carry out instructions.
• Ability to maintain a positive attitude towards customers, co-workers and other department staff.

Nice To Haves

• Knowledge with various printers, including but not limited to HP, Lexmark, IBM; and software applications including, but not limited to, Microsoft Word, Excel, and Outlook, preferred, but not required.
• Familiarity with AS400 platform is preferable.
• Excellent communication and people skills required for dealing with end-users and co-workers.
• Quick, accurate and able to handle several tasks at once.

Responsibilities

• Receiving, prioritizing, documenting, and actively resolving end user help requests.
• Problem resolution may involve the use of diagnostic and help request tracking tools.
• Priority function is to facilitate the daily changing of slot verifier roles in Slot System.
• Facilitate and document the Slot Verifier role changes on a daily bsis and make any approved necessary changes as needed.
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue within the help desk system.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems.
• Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution.
• Apply diagnostic utilities to aid in basic troubleshooting.
• Perform documented resolutions and analyze trends for ways to prevent future problems.
• Develop help sheets and frequently asked questions lists for end users.
• Perform other duties as assigned.

What This Job Offers

• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees