Service Desk Analyst I

San Manuel Casinos • Highland, CA

2d • Onsite

About The Position

Under the supervision of the Supervisor, IT Operations, the Service Desk Analyst I ensures proper computer operation so end users can accomplish business tasks. The role receives, creates, prioritizes, documents, and resolves end-user help requests, escalating incidents when appropriate to meet service level agreement (SLA) expectations. Resolution may involve diagnostic and help-request tracking tools, as well as in-person, hands-on assistance with technical issues.

The analyst provides support through walk-ins, telephone, screen sharing or remote control, live chat, and email. The position works in a climate-controlled office setting and may require travel to meetings, trade shows, conferences, and San Manuel properties. Assigned shifts may include day, swing, or graveyard hours; evening, weekend, and holiday shifts may also be required.

Requirements

• High school diploma or GED.
• At least one year of related IT work experience.
• Ability to analyze and diagnose network, computer, and/or telecommunications issues.
• Ability to solve technical problems, work well under stress, and follow instructions.
• Excellent customer service and written and oral communication skills.
• Strong interpersonal skills, including rapport-building, listening, and questioning.
• Strong documentation skills and the ability to quickly absorb and retain information.
• Ability to explain ideas in user-friendly language.
• Self-motivation, attention to detail, and demonstrated analytical and problem-solving abilities.
• Ability to prioritize and execute tasks effectively in a high-pressure environment.
• Ability to work an assigned day, swing, or graveyard shift.
• Ability to meet the described physical requirements, including sedentary work, frequent computer use, and occasionally moving objects weighing up to 40 pounds.
• May be required, at the discretion of the San Manuel Tribal Gaming Commission, to obtain and maintain a gaming license.

Nice To Haves

• Associate degree in Computer Science or a related field.
• General IT Service Desk experience.
• Experience in the casino or gaming industry.
• Familiarity with infrastructure, messaging, security, and mobility platforms.
• Experience working in a team-oriented, collaborative environment.

Responsibilities

• Provide first-level technical support for incoming requests through telephone, web portal, email, and chat, resolving end-user issues courteously, promptly, and effectively.
• Prioritize incidents and service requests according to defined criteria and SLAs; escalate incidents with accurate documentation to appropriate technicians or technology groups; and alert management to emerging incident trends.
• Use remote assistance tools and diagnostic utilities to troubleshoot; create and maintain Service Desk scripts, user guides, and online solutions; and provide technical guidance and recommendations to customers.
• Record, track, and document incident-resolution steps and actions through final resolution.
• Research solutions using internal and external knowledge bases, and learn the software and hardware supported by the organization.
• Deploy software to end-user laptops, desktops, and mobile devices.
• Develop help sheets, knowledge base articles, and FAQs for IT team members and end users.
• Perform other duties as assigned to support efficient department operations.

What This Job Offers

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