Service Desk Analyst I

San Manuel Band of Mission Indians•Highland, CA

3d•Onsite

About The Position

Under the supervision of the Supervisor, IT Operations, the Service Desk Analyst I supports 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 maintain service level agreement (SLA) expectations. Resolution may involve diagnostic and help-request tracking tools, as well as in-person assistance with technical issues. Support is provided through walk-ins, telephone, screen sharing or remote control, live chat, and email. The analyst provides first-level technical support, troubleshoots hardware, software, network, and telecommunications issues, documents incident resolution, deploys software to user devices, and develops support materials such as scripts, user guides, knowledge-base articles, and FAQs. The position works primarily in a climate-controlled office and may involve travel to meetings, trade shows, conferences, and San Manuel properties. Evening, weekend, and holiday shifts may 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 present ideas in user-friendly language.
Ability to absorb and retain information quickly, maintain attention to detail, and demonstrate 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.
May be required, at the discretion of the San Manuel Tribal Gaming Commission, to obtain and maintain a gaming license.
Physical capacity to move objects and/or move up to 40 pounds occasionally; perform the listed physical activities; and sit, walk, and stand for extended periods.
Hearing, speech, visual acuity, and mobility sufficient to perform the described job duties.

Nice To Haves

Associate’s degree in Computer Science or a related field.
General IT Service Desk experience.
Experience working in the casino or gaming industry.
Familiarity with Infrastructure, Messaging, Security, and Mobility platforms.
Experience in a team-oriented, collaborative environment.

Responsibilities

Provide first-level technical support for requests submitted by telephone, web portal, email, chat, and walk-in users, working toward courteous, timely, and effective resolution.
Prioritize incidents and service requests according to defined criteria and SLAs; escalate incidents with accurate documentation and alert management to emerging incident trends.
Use remote-assistance tools and diagnostic utilities to troubleshoot issues.
Identify, write, and enact Service Desk scripts, user guides, and online solutions for common end-user problems.
Provide customers with guidance and technical recommendations to resolve system issues.
Record, track, and document incident-solving 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 laptop, desktop, 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.