Help Desk Technician (55071)

Pay Rate : $21.00 an hour with $2.00 an hour additional shift differential on swing and grave shift

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Log, troubleshoot, diagnose, assign track and follow up on Help Desk calls and requests
• Facilitate the problem solving process between the end user and IT staff in order to expedient problem resolution
• Escalate issues as appropriate
• Provide end user support of hardware and software systems
• Maintain, review and update department documentation, problem and solution documentation and procedures and processes
• Maintain files for IT service requests
• Ensure proper protocols are followed for all submitted requests
• Track application and system documentation as well as training materials
• Monitor the Help Desk ticketing system and ensure all work orders are assigned, updated and handled according to Help Desk procedures
• Effectively train end-users to maximize the use of their systems
• Provide technical support for multiple locations

KNOWLEDGE AND CERTIFICATION, SKILLS AND ABILITIES

Knowledge and Certification

Required :

• 2-year degree in IT or related field or equivalent Help Desk experience

Skills

Required :

• Demonstrated skills using software tools, and hardware / software troubleshooting skills
• Accurate and detail-oriented
• Highly organized and ability to adapt quickly to changing priorities
• Excellent written, verbal and interpersonal communication skills and the ability to work in a team environment
• Excellent problem solving skills
• Strong technical understanding of technology, including various hardware, software and networking systems

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 the administration building but may include going onto the gaming floor, which has 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
• Extensive computer use