IT Service Desk Specialist I

Job Description

Answer and handle multiple phone calls while multitasking.
Facilitate the escalation of service requests to the appropriate experienced technician or group.
Follow-up to both internal and external guests on open and closed issues they have reported, as needed to ensure resolution has met or is meeting the guest expectations.
Identify and organize Service Desk tickets according to priority.
Installations of hardware and software, basic troubleshooting, maintenance of hardware and software applications, setup and maintain and teardown of audio/visual systems, program and maintain telecommunications system, networking, and wiring (pulling and termination)
Monitor the MDF and IDF locations for all properties, ensuring that the environment is not exceeding pre-set thresholds, and the areas are free of debris.
Perform first-level root cause analysis for problems.
Provide first-level support in a timely manner for but not limited to the following; computer hardware, Microsoft programs, user management, print and file sharing, audio components, video and other visual components, telecommunications equipment, networking, and wiring.
Record, track and document service requests, problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution.
Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position.
Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards.
Perform other duties as assigned.

Qualifications

• Certification in A+, Net+, Sec+ is preferred
• Proven knowledge of methodology to troubleshoot issues with computer systems, audio / visual systems, telecommunications systems, and wiring
• Excellent interpersonal skills
• Must have a reliable means of transportation; some travel required
• Prior Casino / Hospitality / Guest Service experience preferred
• Prior experience with but not limited to the following Telecommunications Systems; Avaya Telecommunications, IP Telephony, FCS Voicemail preferred
• Prior experience with but not limited to the following Audio and Visual Systems; Crestron Control Systems, Soundweb Control Systems preferred
• Proven ability to apply commonsense and to solve problems, communicate effectively in both written and verbal forms of English, maintain professionalism, and confidentiality at all times, meet set goals and deadlines, identify factors that may impact ability to meet deadlines, provide a consistent, outstanding service to both internal and external guests, read, and comprehend Hardware and Software Documentation, and Manuals
• Proven knowledge of methodology to troubleshoot issues with computer systems, audio / visual systems, telecommunications systems, and wiring
• Prior experience using the Service Desk model (ITIL) to provide service, use of escalation path, and understanding of the appropriate technical group to escalate to is preferred
• Prior experience working directly with guests, to resolve complaints, issues, and concerns
• Prior experience working in a fast paced, rapidly changing environment that places high value on the security and confidentiality of the data
• Willing and able to work any and all shifts as assigned, including weekends and holidays
• General knowledge base of but not limited to the following products; Microsoft Operating Systems, Microsoft Programs and Suites, Adobe programs, Avaya One X client, Infogenesis, LMS, and Gaming systems
• Minimum 21 years of age
• High school diploma or equivalent required
• Degree in Information Technology or related field preferred
• Ability to effectively communicate in English, both written and verbal
• Obtain and maintain all work cards as required by the company
• Verify right to work in the United States