IT Helpdesk Technician

SUMMARY: 

Responsible for providing the initial technical assistance, either via telephone or email with enterprise computer and technology users for the purpose of break/fix resolution, or escalation to the I.T. support staff,

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Installs selected software, maintaining proper security levels and access rights.
• Ensures the quality of systems operations in all areas of the casino by communicating with all levels of systems users and offering direction and assistance as needed.
• Coordinates work flow to ensure effective overall operations in the I.T. Department.
• Facilitates the flow of information throughout the I.T. Department by attending regularly scheduled departmental meetings.
• Ensures a maximum level of service and satisfaction to all systems users is achieved and maintained.
• Maintains a working knowledge of Microsoft Word, Excel, email and all aspects of Microsoft administrative tools in order to perform job effectively.
• Contacts vendors with regard to specific software, hardware or phone problems, as needed or as requested by the I.T. Manager.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position.  They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

Promotes the following within the department and among all employees:

• Creates an atmosphere of fun for all casino guests.
• Encourages mutual respect, dignity and integrity with all employees by setting positive examples at all times.

SUPERVISORY RESPONSIBILITIES:

Although this position does not directly supervise any one person, the Helpdesk Technician indirectly supervises the activities of all system users on property.

QUALIFICATION REQUIREMENTS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

Technical degree in computer science or related area, one to two years related experience and/or training, or an equivalent combination of education and experience.  

SPECIAL QUALIFICATIONS:

One to three years in computer programming, information management, or casino-related experience preferred.

Must possess effective communication skills, and be computer-literate, with superior programming and usage skills.

This position requires a Level 2 Gaming License.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret the most complex of documents, such as technical journals, financial reports and legal documents.  Ability to respond to common inquiries or complaints from guests, regulatory agencies, or members of the business community.  Ability to effectively present information in one-on-one and small group situations.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals, and work with mathematical concepts such as probability and statistical inference.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.  Ability to leverage technical expertise to fully understand and meet the finance department’s technical and reporting needs and requirements.  Ability to develop and maintain a strong relationship with casino technical staff.  Ability to communicate technical information to non-technical personnel.  Ability to specify and develop queries/reports using a range of software.  Ability to think logically and follow detailed instructions.

PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear.  The employee is also regularly required to stand, walk, sit and use hands to finger, handle or feel objects, tools or controls.  The employee is occasionally required to reach with hands and arms, and to sit, climb or balance; and stoop, kneel, crouch or crawl.   

The employee is frequently required to lift and/or move up to twenty-five pounds, occasionally lift and/or move up to fifty pounds, and infrequently lift and/or move up to one hundred pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is frequently required to risk danger of electrical shock and/or radiation (from computers).

The noise level in the work environment is usually moderate.  When on the casino floor, the noise level increases to loud.  A casino environment is typically smoky.