IT Technician I

Nisqually Red Wind Casino•Olympia, WA

About The Position

POSITION OBJECTIVE: Support and maintain the end-user information systems to assist the casino Team Members in providing excellent service and value to casino guests. Our Mission: To enhance continued economic viability and quality of life for the Nisqually Indian Tribe, our Team Members, and the neighboring communities Our Vision: Creating incredible experiences. Our Core Values: Integrity, Communication, Accountability, Respect, Teamwork JOB SUMMARY: Provide first-level telephone support and troubleshooting, such as password resets, printer configurations, break/fix instructions, support and maintain various software applications and hardware systems. This includes entering all calls into the Service Desk ticketing system and updating tickets according to the Priority Matrix. Triage service desk calls and tickets, strictly adhering to all escalation procedures to ensure all problems are resolved in a timely manner and with the highest level of service. Gather and analyze information about team member’s issue and determine the best way to resolve the issue. May be assigned to routine functions regarding proprietary and non-proprietary software. Rely on instructions and pre-established guidelines to perform the functions of the job. Performs other related duties as assigned.

Requirements

High school diploma or GED certificate
Any one or any combination of the following that totals two academic years (24 months): (a)college/vocational/technical training in computer related field (b) work experience related to computer software or hardware
Elementary knowledge of computer functions and operations
Elementary knowledge of networks and peripherals
Elementary knowledge of diagnosing computer problems
Basic understanding of the OSI layer
Excellent verbal and written communication skills
Excellent interpersonal skills
Excellent guest service skills
Ability to learn new concepts quickly
Ability to meet deadlines
Administrative abilities, including record keeping
Pass NRWC pre-employment testing
Ability to work all shifts including weekends and holidays
Ability to obtain a Class III Gaming License
Ability to stoop, kneel, crouch, reach, push and pull
Ability to stand for longer than 8 hours
Ability to lift 75 pounds
Ability to tolerate a smoke-filled environment

Nice To Haves

Experience creating and presenting diagrammatic representations
Ability to problem solve
Ability to take initiative

Responsibilities

Troubleshoot and resolve basic to intermediate issues related to technical difficulties with hardware, software, connectivity, and network
Perform light system administration within Microsoft Active Directory and other applications such as password resets/unlocks
Document ALL requests and issues through the NRWC Service Desk ticketing system to ensure proper information from team member is obtained
Answer calls on the NRWC Service Desk line
Assign/escalate tickets to Tier 2 and other internal support departments based on ticket criteria and resolution method
Act as a liaison between customers and internal support staff to ensure accurate problem interpretation. Maintain communications with customers during the problem resolution process
Identify, research, track and resolve technical problems in a timely manner
Ability to create concise knowledge documents based on the resolutions provided over the phone to end users for future reference
Maintain a trending list of repetitive issues to be brought to Management for attention
Perform other duties as assigned

Benefits

FREE Medical/Dental/Vision (Spouse and dependent coverage is also available at low rates and reasonable deductibles)
FREE Short-Term Disability, Life and Accident Insurance
FREE Meal during shift
FREE gaming license renewals
FREE uniform dry cleaning services
$1 per hour shift differential
Paid Time Off & Paid Holidays
Floating holidays
401(K) Retirement Program (match up to 4%)
Tuition Reimbursement
Health & Wellbeing Reimbursement
Team Member Assistance Program (The Team Member Assistance Program (EAP) provides our team members and their eligible dependents with confidential access to short-term, professional counseling and legal services at no additional cost.)
Team Member Awards and Incentives (perfect attendance awards and yearly service awards)
Flex spending and Dependent care spending
Career advancement opportunities
Periodic Team Member contests and giveaways
Team Member dining and gift shop discounts