IT Systems Specialist (On-Site)

Snoqualmie Casino & Hotel • Snoqualmie, WA

18h • Onsite

About The Position

This is an on-site role in Snoqualmie, WA. The purpose of this position is to answer team members' first call for assistance, direct IT service requests to appropriate IS personnel, and provide instruction to use computers, peripherals, and standard supported software applications.

Requirements

• High School Diploma / GED; Recognized Equivalent of a High School Diploma (RED) or Foreign High School Diploma (FHD).
• Two (2) years technical school training related to the PC environment or equivalent experience.
• One (1) year previous work experience in a call center or help desk PC environment.
• Any combination of education and experience that clearly demonstrates the ability to perform the job duties of the position.
• High level proficiency in hospitality, revenue and/or gaming software system administration.
• Proven advanced skills using PC software tools (MS Office Productivity, Report Writing and issue tracking systems).
• Proven advanced PC hardware and software troubleshooting skills.
• Advanced problem-solving, communication and customer service skills.
• Must obtain and maintain a Gaming License from the Snoqualmie Gaming Commission.
• Pre-employment drug testing is required for all positions.

Nice To Haves

• A+ technical certification
• Net+ technical certification

Responsibilities

• Serve as the first point of contact for end-user technical support, triage and escalate IT service requests to the appropriate IT support personnel.
• Provide end-user training and support on the operation of computer peripherals and standard enterprise software applications.
• Responsible for logging, troubleshooting, diagnosing, assigning and tracking all calls and requests that come into the Help Desk.
• Responsible for facilitating the problem-solving process between the user and IT staff to facilitate expedient problem resolution.
• Responsible for following up with users on resolved issues.
• Responsible for working with IT Support Technicians to resolve escalated issues.
• Dedicated subject matter expert ownership of key software environments.
• Second tier support for issue escalation, troubleshooting, and resolution.
• Work with Project Managers on planning, configuration, deployment and support of enterprise solutions.
• Maintain department documentation: Create, review and update problem and solution documentation.
• Create, review and update procedures and processes as required.
• Maintain files for IT service requests.
• Ensure proper protocols are followed for all submitted requests.
• Track application and system documentation as well as training materials.
• Monitor the Help Desk database, and be responsible for making sure all work orders are assigned and handled according to Help Desk procedures.
• Effectively train users to maximize the use of their systems.
• Participate in On-call rotation.
• Other duties and responsibilities as assigned.

Benefits

• 100% employer-paid medical, dental, vision, and prescription coverage
• Competitive family rates starting after 60 days
• 401(k)
• Employer-paid life insurance
• Long-term disability
• Accrue 21 days of PTO in your first year, growing to 33 days after five (5) years
• Option to cash out PTO twice annually
• Free meals
• Parking
• Paid breaks
• 40c/gallon gas discount
• Exciting giveaways like concert and sports tickets
• Tuition reimbursement
• Certification programs
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED