IT Help Desk I

Starting Wage: $22.00/hr

Company Standards

At Angel of the Winds, the World’s Friendliest, Casino Resort we require all employees to provide exceptional guest service with a positive and out-going attitude. We value all guests and team members through our guiding values; Welcoming, Engaged, Accountable, Customer Experience, and Team. We have a commitment to understand, define, and deliver what our guests want and represent our company by being professional and courteous to all.

Responsibilities

• Support our internal systems via end user support requests


• Completes projects/tasks and research as needed by tier II.


• Support basic Microsoft related technologies such as Windows Server, Exchange, SharePoint, Office, etc.


• Transport, adjust, clean and install/configure computing and related equipment.


• Maintain inventory of all equipment


• Provide computer troubleshooting and maintenance.


• Communicate with technology users and staff to understand, identify, document, and resolve problems


• Responds to user requests for service and determines nature and extent of support needed.


• Provides tier 1 support to end users and escalates to tier II if needed.


• Installs, configures, maintains, and troubleshoots a wide range of software and hardware used throughout casino operations. 


• Performs hardware/software upgrades to computer equipment as needed.


• Answers and problem solve help desk tickets by email, phone or other forms of communication.


• Investigates appropriate areas of potential problems, investigates error messages and determines resolution


• Reinstalls program or replaces files that are causing errors.


• Trains users in basic and advanced use of hardware and software


• Maintains up-to-date expertise in the operation and application of the casino standard computer software and a working knowledge of a wide variety of commonly used hardware and software.


• Work nights, weekends and holidays as required.


• Performs other duties as assigned.

Qualifications

• Exceptional guest service skills required.


• Experience and/or education that enables performance of all aspects of the position.


• Understanding of installation, configuration and troubleshooting processes for software, hardware, networking and accessory equipment.


• Requires sufficient analytical skills to assess problems or unusual situations and develop solutions.


• Prefer a working understanding of the casino and individual department operations, goals and objectives relating to Computer & Communications Services.


• Prefer knowledge of how to assemble and disassemble computer components, including network cabling.


• Requires entry level knowledge of Microsoft Windows workstation & server environment


• Requires the ability to independently perform all of the duties of the position efficiently and effectively.


• Must be able to install, configure, troubleshoot and maintain all of the software applications and peripheral equipment used at the casino.


• Must have strong communication and training skills and be able to communicate technical information to non-technical users.


• Work nights, weekends and holidays as required.

Certificates, Licenses, Regulations

• Must be able to obtain and maintain a Class A/3 gaming license from the Stillaguamish Tribal Gaming Agency and Washington State.

Physical Demands and Work Environment

Constantly requires the ability to receive detailed information through oral and written communication. The position requires exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Requires repetitive movement daily with sedentary work, occasional bending and crouching. This is a 24 hour, 7 days a week work operation.