Service Desk Support Specialist 1

Description :

Summary : Install, troubleshoot, document and maintain all applications and hardware utilized by all Golden Entertainment properties and corporate offices. Responsible for the answering of the Service Desk line, and email requests for assistance from both the internal and external guests in a timely manner, while ensuring Service Levels are met. Identify and organize tickets according to priority, and ability to abide by all Golden Entertainment company and departmental standards, policies and procedures.

Essential Functions and Responsibilities :

• Answer and handle multiple phone calls while multitasking
• Facilitate the escalation of service requests to the appropriate experienced technician or group
• Follow-up to both internal and external guests on open and closed issues they have reported, as needed to ensure resolution has met or is meeting the guest expectations
• Identify and organize Service Desk tickets according to priority
• Installations of hardware and software, basic troubleshooting, maintenance of hardware and software applications.
• Monitor the MDF and IDF locations for all properties, ensuring that the environment is not exceeding pre-set temperature thresholds.
• Perform first-level root cause analysis for problems.
• Provide first-level support in a timely manner for but not limited to the following : computer hardware, Microsoft programs, user management, print and file sharing, audio components, video and other visual components.
• Record, track and document service requests, problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution.
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, as they apply to the position.
• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company's guest service culture standards
• Perform other duties as assigned

Requirements : Qualifications

Work Cards

Physical Requirements

Work Environment Potential Conditions

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.