1st Level Support, Communication Skills, Computer Networks, Detail Oriented, Documentation, Gaming, Hardware Administration, Help Desk, Identify Issues, Information Technology & Information Systems, Interpersonal Skills, Lift/Move 25 Pounds, Manual Dexterity, Multitasking, Network System Software, Organizational Skills, Peripheral Hardware, Policy Development, Presentation/Verbal Skills, Problem Solving Skills, Software Administration, Team Player, Technical Support, Technical Training, Writing Skills
*Please note: a resume is required for this position*
Grave Shift Position - 11:00pm - 9:00am
Pay Rate: $21.00 an hour with $2.00 an hour additional shift differential on swing and grave shift
SUMMARY: Provide first level 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
- 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
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Treasure Island Resort & Casino