IT Support Technician I - 4/10 Shift

SUMMARY:

The Information Technology Support Technician I is an entry-level role responsible for providing first-line, routine technical support for enterprise, client/server, and desktop systems. Under close supervision, the technician troubleshoots and assists with repairs related to computer systems, peripherals, networks, and telecommunications.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Primary duties and responsibilities include, but are not limited to, the following:

• Provide help desk phone and email support, which includes listening and responding to user inquiries using a positive, clear speaking voice. Answer questions and offer assistance to provide user satisfaction.
• Process all IT Requests for new user equipment including workstations, printers, phones, and other peripheral equipment, loading all necessary software.
• Assist users with system and application access including login processes, password resets, and user verification.
• Perform scheduled jobs/tasks on multiple systems and document completion/execution for reporting purposes.
• Perform system monitoring and respond to alerts according to established procedures.
• Install, configure, and perform basic troubleshooting of software and hardware on Windows PCs, POS systems, printers, mobile devices, and other business technology.
• Monitor environmental equipment (air conditioning, humidity, and temperature of equipment areas).
• Assist Team Members and guests in resolving issues with computer hardware, software, telecommunications, and mobile devices.
• Assist Team Members and vendors with remote access to systems using VPN, Remote Desktop, and other tools.
• Install, configure and perform basic troubleshooting on POS, credit card, RFID, and time clock systems.
• Enter, process, and triage new issues and requests in the ticket management system, collecting essential data from users, systems, and vendors before working on the issue/request or escalating to the appropriate team/resources.
• Document troubleshooting steps, resolutions, and communications clearly and accurately in the ticket management system.
• Identify basic networking information using the operating system and/or scanner to identify system details such as IP address, VLAN, Wi-Fi SSID.
• Open and manage vendor support tickets for escalated issues in coordination with senior IT staff or established procedures.
• Follow security, access control, and password management policies when provisioning, modifying, or revoking user access to systems and applications.
• Follow established IT processes for request approvals, after‑hours support, escalation, and change coordination.
• Any other duties as assigned within the scope of this position.

KNOWLEDGE/SKILLS/ABILITIES

• Knowledge of basic operating system, fundamental networking, and hardware architecture concepts.
• Microsoft Office and common business applications.
• Principles of effective guest service and communication.
• Basic information security principles, including access control and password policies.
• Ability of complex reading, writing, math, and task completion skills is required.
• Able to communicate clearly and concisely with others, orally and in writing, in a professional manner.
• Able to follow instructions, orally and in writing.
• Read, write, and speak English at a level required for effective technical support, documentation, and guest interaction.
• Must have the following skills: clerical, compiling, coordination, precision working, following instructions, influencing others, memorization, and problem solving.
• Flexible working all shifts including holidays, nights, and weekend hours as business needs dictate.
• Must be a minimum of 21 years of age.

EDUCATION and/or EXPERIENCE

• High School Diploma
• Previous IT Helpdesk experience or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

CERTIFICATES AND LICENSES

• Must be able to obtain and maintain appropriate Gaming License.

PHYSICAL DEMANDS

• While performing the duties of this job, the Team Member is constantly sitting, standing, frequently walking, occasionally reaching overhead, bending over, crouching, kneeling, crawling, climbing, and balancing during the duration of their shift.
• Must be able to push/pull 75lbs or less occasionally.
• The Team Member will occasionally have repetitive use of both feet and constant repetitive use of both hands. Occasional light and firm/strong grasping motions will be required. Team Member will also require occasional light and firm/strong grasping motions of both hands. Finger dexterity of both hands will be occasionally required.
• Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.
• The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• Work performed primarily indoors and occasionally outdoors, alone and frequently with and around others. Team Member will perform work face-to-face including verbal contact with others on extended shifts around computer equipment, mechanical equipment, and other electrical devices.
• Team member may be exposed to confined areas, vibrations, solvents/oils, fumes/odors, dirt/dust, generate devices, moving objects, high places, and slippery surfaces.
• The noise level in the work environment is usually moderate but can be quiet or loud at times.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Accommodations may be made to enable individuals with disabilities to perform the essential functions.