Information Technology - IT Support Technician I (Entry level)

Valley View Casino & Hotel•Valley Center, CA

11d•Onsite

About The Position

The IT Support Technician I provides front-line technical support to Team Members by assisting with basic troubleshooting, equipment setup, software installation, access support, and routine IT service requests. This entry-level position supports the daily operation of computer systems, mobile devices, telecommunications equipment, and related hardware and software in accordance with established IT procedures. This position works under direct supervision and rely on instructions, training, and pre-established processes to perform the essential functions of the job.

Requirements

High school diploma or equivalent required.
Basic computer knowledge and familiarity with common operating systems, mobile devices, and standard office applications.
Ability to speak and understand the English language.
Ability to write routine reports and correspondence.
Ability to read, analyze, and interpret documents such as safety rules, instructions, guidelines, and policies and procedure manuals written in the English language.
Ability to understand oral and verbal communication while using Valley View Casino & Hotel’s communication tools, including but not limited to cell phones, email, and radios.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form, following established guidelines, policies, and procedures.
Ability to identify basic technical issues, gather relevant information, and escalate or assist in resolution as appropriate.
Ability to perform basic mathematical functions such as addition, subtraction, multiplication, and division.
Must demonstrate good judgment when providing information to guests and maintain positive guest relations at all times.
Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency.
Must be able to successfully pass applicable auditions or skill testing and a drug screening.

Nice To Haves

CompTIA A+ certification
Previous experience in a customer service, help desk, or technical support role.
Basic familiarity with computer hardware, software installation, troubleshooting, Microsoft Windows environments, and standard office applications.
Previous experience with phone systems, POS systems, Apple devices, property management systems, hospitality systems, or gaming systems.
Previous experience working in a casino, gaming, hospitality, or similar 24/7 operational environment.
Spanish language skills are a plus.
Previous experience working in a casino.
Casino or gaming environment.

Responsibilities

Maintain positive guest relations at all times, resolving guest complaints and ensuring guest satisfaction.
Greet guests in a courteous and caring manner using personalized service.
Provide front-line technical support by responding to phone calls, emails, voicemails, walk-ups, and ticketing requests in a timely and professional manner, serving as a resource to all Team Members.
Assist with the installation, configuration, and basic troubleshooting of workstations, printers, mobile devices, and other IT-related equipment.
Assist with preparing, configuring, and deploying new or existing equipment, including operating systems, approved software, endpoint security tools, and access rights in accordance with established procedures.
Gather, document, and track support requests in the ticketing system, including issue details, actions taken, resolutions, and escalations to higher-level technicians as appropriate.
Maintain accurate records of hardware inventory, support activities, and system updates.
Follow all IT security policies and procedures, including safeguarding access to systems and IT areas, and promptly reporting any security concerns or incidents to appropriate leadership.
Protect the confidentiality and privacy of all Team Member and guest information.
Participate in departmental meetings and training sessions to support ongoing learning and development.
Conduct all responsibilities in a professional and ethical manner while maintaining regular attendance and adhering to company policies, performance standards, and departmental procedures.
Other duties as assigned by management.