Position Overview:

Essential Duties & Responsibilities:

• Manage and maintain service ticket work queue.
• Contact the customer to confirm and acknowledge ownership of support issues.
• Update tickets in a timely manner.
• Review ticket queue every hour or update tickets every 2 hours, whenever a ticket status changes.
• For all incident tickets contact the customer within 15 minutes of ticket receipt to acknowledge ownership of their issue and begin the resolution process which will include resolving by phone or responding on-site to the user’s desktop.
• Update drop down fields within the service ticket to accurately reflect the issue or request and support provided.
• Keep the ticket comment field updated with current work status and provide a complete description of all final resolution work performed.

Additional Duties & Responsibilities:

• Keep the customers well informed of their actions including issue or request ticket status.
• Escalate issues to management in a timely fashion.
• Respond to management timely when a request is submitted.
• Create Documentation based on the duties required of Deskside Analyst – Level 1.
• Engage in technical training to increase knowledge base and skill level, including certification training.
• Repair and install various network peripherals.
• Troubleshoot software/hardware problems through debugging, testing, and vendor assistance.
• Provide recommendations regarding software/hardware changes to correct problems.
• Install and update PC virus protection programs.

Additional Duties & Responsibilities:

• Troubleshoot diagnoses and identifies failing/failed components through use of testing procedures and diagnostic software.
• Communicate resolution to appropriate IT staff and system users.
• Instruct system users on basic application and personal productivity software functions in an informal setting.
• Support of PC hardware and software for the organization.
• Research and resolve complex, technical user problems.
• Safety is an essential function of this job.
• Consistent and regular attendance is an essential function of this job.
• Performs other related duties as assigned.

Additional Duties & Responsibilities:

Minimum Qualifications:

• AA or AS Degree and A+ certification is desirable and may offset 3 year prior experience if proficiency with Microsoft Windows, Microsoft office products, ability to connect and install software drivers associated with external printers and understanding of WIFI and wireless connectivity can be demonstrated.
• Must be able to obtain and maintain Nevada Gaming Control Board Registration and any other certification or license, as required by law or policy.
• Proof of authorization/eligibility to work in the United States
• 3 year prior experience with PC service and support.
• Must have proficiency in the following software or system: MS Office, Windows 95/NT, XP, MS Exchange .
• Must have previous experience connecting and installing software drivers associated with external printers.
• Ability to perform basic printer repair such as roller replacement.
• Ability to install and replace desktop computer components.
• Proficiency with resolving Wi Fi and wireless connectivity issues.
• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
• Must be able to work varied shifts, including nights, weekends and holidays.

Physical Requirements:

• Physically access all areas of the property and drive areas with or without a reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Lift or carry 50 pounds, unassisted, in the performance of specific tasks as assigned.
• Ability for prolonged periods of time to walk, stand, stretch, bend and kneel.
• Work in a fast-paced and busy environment.
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.