Help Desk Technician I

Job Summary

The Help Desk Technician I serves as the first point of contact for Information Technology support and is responsible for providing frontline technical assistance to team members across the organization. This role supports end users with hardware, software, connectivity, mobile devices, telecom, and email-related issues. The ideal candidate demonstrates strong troubleshooting ability, working knowledge of Windows operating systems, basic networking, Microsoft applications, and a commitment to excellent customer service.

Job Description

CORE SCOPE OF POSITION

• Provide first-line support for IT issues reported by users.
• Monitor systems and identify performance issues reactively.
• Understands the impact of operations.
• Add or update documentation of SOP/ KB’s
• Troubleshoot and resolve basic to moderately complex issues involving desktop PCs, laptops, peripherals, mobile devices, telecom services, and email systems.
• Review, Assign, Resolve, Log comments and Close tickets within the ticketing system.
• Support remote users by troubleshooting connectivity, access, and general technical issues.
• Assist with software installations, upgrades, patching, and troubleshooting of operating systems, antivirus tools, and corporate software deployments.
• Responds to team member problems promptly and appropriately, escalates issues according to established procedures.
• Support user account and access-related tasks, including password resets and basic Active Directory functions.
• Understands Microsoft Office 365, Exchange Corporate Email Systems (.pst, .ost and Archives file types).
• Strong writing and verbal communications skills.
• Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity.
• Ability to identify incident trends to elevate incidents in accordance with standard protocols.
• Possess creative ability, credibility, and self-confidence while communicating established company policies and providing exceptional customer service and overall world class employee experience.
• Maintain a high level of team member satisfaction through professional, responsive, and service-focused support.
• Work effectively in a multicultural environment.
• Support a 24/7, 365-day operation and maintain flexibility to work day, swing, and graveyard shifts, including weekends, holidays, and on-call assignments as needed.

STYLE SERVICE COMMITTMENT

All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of --- these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

INTERACTION

Always interact with team members, guests, vendors, and leadership with professionalism, courtesy, and a positive attitude.

SUPERVISION

• Does not provide supervision to others.

EDUCATION/CERTIFICATION

• High school diploma or equivalent required. 

• CompTIA A+ certification preferred. 

EXPERIENCE

• 0 to 1+ years of related IT support or help desk experience preferred. 

• Basic hands-on experience supporting Windows-based systems required. 

• Experience in a customer service-focused technical support environment preferred. 

KNOWLEDGE AND SKILLS

• Ability to respond to end-user requests for support by phone, email, chat, or in person. 

• Working knowledge of Windows operating systems, Microsoft Office 365, and Microsoft Exchange environments. 

• Familiarity with Active Directory and user account administration. 

• Basic understanding of networking concepts and remote connectivity troubleshooting. 

• Ability to install, configure, and support software, hardware, and peripheral devices. 

• Ability to document incidents, resolutions, and support activity accurately in help desk systems. 

• Ability to research issues using available tools, documentation, and knowledge base resources. 

• Strong written and verbal communication skills. 

• Strong organizational skills and attention to detail. 

• Ability to recognize when escalation is needed and route issues appropriately. 

• Commitment to service excellence, responsiveness, and quality support. 

Hiring Preference

The Viejas Band of Kumeyaay Indians is an equal opportunity employer.  Consistent with tribal and federal law, the Viejas Band of Kumeyaay Indians applies Native American preference in hiring.

Hiring Preference

The Viejas Band of Kumeyaay Indians is an equal opportunity employer.  Consistent with tribal and federal law, the Viejas Band of Kumeyaay Indians applies Native American preference in hiring.