IT SUPPORT SPECIALIST (Help Desk)

Description:

IT Support Specialist are responsible for support and repair activities of the Information Technology Department Helpdesk, which supports the Resort and Casino operations by performing a variety of duties. The IT Department provides support and technical assistance to employees who are using software, hardware, or other computer systems. You will answer queries on basic technical issues and offer advice to solve them. To be a successful IT Support Specialist, you should be well-versed in all aspects of computer systems configuration, set up and maintenance. You should also have excellent interpersonal and communication skills.

Essential Duties and Responsibilities include:

• Service as the point of contact for departments/employees seeking technical assistance over the phone, via email, in person.
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues using various techniques.
• Quickly determine the best solution based on the issue and details provided by customers.
• Take ownership of issues and escalate as appropriate.
• Respond to tickets and projects that are assigned.
• Maintain and review various logs and documentation
• Install or change software to fix issues.
• Assist in the maintenance of hardware and software inventory.
• Remotely access hardware or software for clients to make changes and fix problems.
• Assess own strengths and weaknesses, strive to continuously build knowledge and skills, share expertise with fellow IT members.
• Contribute to building a positive team spirit, put success of the team above own interests, able to build morale and group commitments to goals and objectives, support everyone’s efforts to succeed.

This position is not limited to those duties listed in the job description. Duties and responsibilities can be changed, expanded, reduced or deleted to meet business needs of the company.

Supervisory Responsibilities:

None

Requirements:

• Must be 21 years of age or older.
• Must have a High School Diploma or GED/equivalent.
• Flexibility to work a variety of shifts.
• Excellent communications skills – clear and informative.
• Tech savvy with working knowledge of office automation products, databases and remote control.
• Good understanding of computer systems, mobile devices and other tech products.
• Detail oriented, with good problem-solving, analytical, and team-working skills.
• An openness to learning new technologies.
• Basic troubleshooting knowledge of MS Windows and Office
• Experience with AS400, ACSC CMS/SMS, SWS, Micros simphony POS, Opera PMS, are desired, but not a requirement.
• IT Certifications in related fields are a plus.
• Must be able to lift and carry up to 50 lbs.

Work Environment:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet. Employees working the Casino or Bowling Center may be exposed to second-hand smoke.