IT Systems Specialist (On-Site)

Snoqualmie Casino & Hotel•Snoqualmie, WA

1d•$70,761 - $77,837•Onsite

About The Position

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

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. The use of marijuana will not disqualify an applicant for positions in any department other than Transportation (Valet, Driver I). DOT panel testing is required for the Driver position.

Nice To Haves

A+ technical certification
Net+ technical certification
Snoqualmie Tribal Member/Native American preference in hiring, in compliance with the Snoqualmie Tribal Employment Rights Ordinance (TERO).

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

Starting salary range of $70,761/year - $77,837/year, depending on experience, with opportunities for annual performance-based increases.
Potential career earning trajectory reaching up to $101,896.01/annually max over time.
100% employer-paid medical, dental, vision, and prescription coverage, plus 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, with an option to cash out twice annually.
Free meals
Parking
Paid breaks
40c/gallon gas discount
Exciting giveaways like concert and sports tickets.
Access to tuition reimbursement
Certification programs
Employee Assistance Program.