Help Desk Technician FT (On-Site, Non-Contract)

Position Summary :

Under general direction from the Manager of Information Technology (IT) Operations, the IT Help Desk Technician provides frontline technical support for a gaming casino, ensuring the reliability, security, and functionality of IT systems. This role involves troubleshooting hardware, software, and network issues, managing user access, and maintaining compliance with Tribal Gaming Commission (TGC), state, and federal regulations. The technician delivers exceptional customer service by assisting employees with technical problems, supporting IT infrastructure, and ensuring operational continuity for gaming and business systems.

This list of duties and responsibilities illustrates only the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities :

• Technical Support & Troubleshooting

Install, configure, and maintain desktop computers, laptops, printers, VoIP phones, and peripheral devices to ensure optimal performance for Casino team members and guests.

Provide technical support via phone, email, radio, and in-person interactions.

Assist with performing routine system checks, updates, and patch management to minimize downtime and prevent security vulnerabilities.

Stay current on emerging technologies, industry trends, and security protocols.

Direct Reports : None.

Access to Sensitive Areas : All areas when accompanied by authorized personnel and / or security.

Signatory Authority : None.

Minimum Qualifications :

High School Diploma or GED - Associates degree preferred. 1-3 years progressive work experience in computer desktop support or equivalent combination of education and experience. CompTIA A+, Network+, ITIL v4, and Microsoft 365 certifications are preferred. Excellent interpersonal skills, written and verbal communication, proven analytical and problem-solving abilities are required. Must be able to successfully pass a pre-employment drug / alcohol screen, background investigation, obtain and maintain gaming license.

Knowledge, Skills and Abilities :

Physical Demands :

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is regularly required to stand, walk, sit, use hand to finger, handle or feel objects, tools or controls, and reach with hands and arms. The employee frequently lifts and / or moves up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, color vision, and the ability to adjust focus.

Work Environment :

While performing the duties of this position, the work environment is occasionally noisy and the employee will work indoors. Additionally, the employee may be exposed to cigarette smoke

Must be able to work Nights, Weekends, and Holidays