Please note: a resume is required for this position
Pay Rate: $25.00 an hour with $2.00 an hour additional shift differential on swing and grave shift
SUMMARY: Coordinate daily Help Desk operations and provide high level technical support to team members on a variety of computer-and network related issues. Responsible for a high level of guest service as described in your departments guest service standards.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Facilitate the problem solving process between the end user and IT staff in order to expedite problem resolution
- Manage, prioritize and assign work orders to Help Desk Technicians and verify completion
- Provide advanced end user support of hardware and software systems
- Assist IT functional areas with project tasks
- Manage the desktop applications including user persona, user content/data, user installed applications, and corporate applications
- Assist with day-to-day equipment needs
- Research and resolve difficult and complex problems that are escalated from Help Desk Technicians
- Document procedures, standards, best practice configurations, settings, installation sequences and back-out instructions
- Ensure proper protocols/SLA's are followed for all submitted requests
- Ensure that desktop images are periodically updated
- Oversee application and system documentation as well as training materials
- Effectively train and mentor Help Desk Technicians to maximize the use of their systems
- Assist with shift scheduling and fill-in for supervisor and help desk technicians as needed
- Provide technical support for multiple locations
KNOWLEDGE AND CERTIFICATION, SKILLS AND ABILITIES
Knowledge and Certification
Required:
- 2-year degree in IT or related field and 2-year Help Desk experience; or a combination of equivalent experience and/or education
Preferred:
- Current Microsoft Certifications
Skills
Required:
- Demonstrated advanced skills using PC software tools, and PC hardware and software troubleshooting skills
- Strong computer skills including Microsoft operating systems, related applications and Help Desk issue tracking systems
- Accurate and detail-oriented
- Highly organized and ability to adapt quickly to changing priorities
- Excellent verbal, written and interpersonal communication skills
- Excellent problem solving skills
- Strong Project Management skills
Abilities
Required:
- Ability to work fast and efficiently
- Ability to follow established dress code policies and practice good personal hygiene
- Ability to interact with guests, coworkers and management in a professional and courteous manner
- Ability to independently complete multiple tasks in a professional manner
- Ability to speak in a clear, concise and pleasant voice
REQUIRED TRAINING
- Treasure Island guest service training
- Any position-related training as determined by department manager
PHYSICAL DEMANDS
- Must be able to sit for long periods of time with moderate amounts of walking and standing
- Must be able to push, pull and grasp objects routinely
- Must have the ability to independently lift 25+ pounds routinely
- Must have manual dexterity necessary to manipulate computer equipment and related peripherals
- Must be able to perform repetitive hand and wrist motions
- Must have good eye hand coordination
WORKING ENVIRONMENT
- Work is performed primarily in administration building but may include going onto the gaming floor, which includes flashing lights, frequent loud noises and cigarette smoke, and outdoors for events
- Must be able to work in cramped, tight quarters
- Must be willing to work a flexible schedule including all shifts, weekends and holidays
- Occasionally overtime may be required