Support Technician

Under direct supervision of the IT Support Supervisor, provides user support, complex problem analysis and resolution, in-depth technical assistance, and training for hardware, software, network, and telephone information systems.

Responsibilities

• Performs general problem solving and assistance on software applications, hardware systems, and telecommunication systems.
• Problem solving and technical assistance duties are accomplished through the routine exercise of discretion and independent judgment within parameters established by IT management.
• Performs routine hardware and software maintenance and assists in proper upkeep and utilization of systems.
• Provides in-depth technical assistance and maintenance support to departmental end users.
• Documents projects; writes and maintains user instructions.
• Maintains applicable records of all maintenance and repairs.
• Maintains knowledge of current technological developments/trends in area of expertise.
• Maintains good communication with team members and a positive and professional work environment.
• Contributes to a team effort and accomplishes related results as required.
• Performs other duties as required.

Requirements

• High school degree or GED plus 3 years’ experience in IT Support; or equivalent combination of education and experience; or has completed 18 months as a Desert Diamond Casino IT Intern while successfully performing all essential duties and responsibilities of a Support Technician.
• Must be 18 years of age or older.
• No felony, theft, or stealing convictions.
• Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, and obtain and maintain a gaming license.

Qualifications

• Knowledge of relevant state-of-the-art technology, equipment, and/or systems.
• Knowledge of guest service standards and procedures.
• Knowledge of computer hardware and software and telecommunication systems.
• Knowledge of current developments and technological trends in computer hardware and software.
• Knowledge of available computing and/or network hardware and peripheral equipment.
• Ability to perform preventive maintenance on computer hardware and software.
• Ability to communicate technical guidance and instruction to users on the use of Personal Computer (PC) and/or mainframe applications and systems.
• Ability to determine computer problems and to coordinate hardware and/or software solutions.
• Ability to communicate, read, and write clearly in basic English.
• Ability to demonstrate outstanding guest service at all times.
• Records maintenance skills.
• Ability to foster a cooperative work environment.
• Ability to communicate effectively, both orally and in writing.
• Technical writing skills.
• Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, Access, and presentation software (such as PowerPoint).

Physical Demands

• Regularly required to sit and stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• Frequently required to walk.
• Occasionally required to stoop, kneel, crouch, or crawl.
• Must occasionally lift and/or move up to 50 pounds.

Work Environment

Work is generally performed in an office and casino setting with exposure to second-hand smoke and a high noise level. Evening, graveyard, holiday, and/or weekend work may be required. Extended hours and irregular shifts may be required.