Help Desk Technician - Must be 21 years old

Location: Table Mountain Casino Resort - Friant, CA, USA | Department: Information Technology

About the role

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.

Responsibilities

• Install, configure, and maintain desktop computers, laptops, printers, VoIP phones, and peripheral devices to ensure optimal performance for Casino team members and guests.
• Diagnose and resolve hardware failures, connectivity issues, and performance degradation.
• Administer user accounts, access controls, and permissions within Active Directory and other IT systems.
• Monitor, manage, and respond to incoming help desk tickets, emails, and radio requests, prioritizing critical issues and ensuring timely resolutions.
• Escalate complex or high-priority issues to senior technicians or specialized IT staff.
• Support casino administrative systems, point-of-sale (POS) terminals, and internal applications.
• Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365 applications, business-critical software, and casino administrative systems.
• Provide technical support via phone, email, radio, and in-person interactions.