24/7 IT Help Desk Specialist

Commerce Casino; Commerce (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

Commerce Casino is seeking an IT Service Desk Specialist to join our 24/7 Tier 1 support team. You’ll be the first point of contact for IT inquiries by phone or in person, diagnose issues at first contact when possible, and document all interactions in our ticketing system.

You will escalate complex problems to Tier 2/3 or vendors, manage user accounts and access requests, report security incidents, and maintain hardware records.

Qualifications

• Working knowledge of Microsoft Windows PCs and common business software.
• One year of help desk or desktop support experience preferred.
• Strong customer service and communication skills.

Responsibilities

• Serve as the first point of contact for IT support by phone and in person, meeting SLA targets.
• Document all IT support interactions in the ticketing system.
• Diagnose and resolve issues at first contact whenever possible.
• Escalate unresolved issues to Tier 2/3 or vendors within SLA timeframes.
• Notify IT Manager of outages or incidents affecting casino, hotel, or guest-facing operations.
• Keep open tickets updated and reassign as needed across shifts.
• Manage user accounts, password resets, and access requests after verifying identity.
• Identify and report security incidents, including phishing attempts.
• Set up and troubleshoot workstations, printers, and peripherals; escalate complex installs.
• Keep hardware and asset records current; use the knowledge base for solutions.
• Identify recurring issues and report to IT Manager; coach users on self-service tools.
• Complete all assigned training and duties; may work overtime during peak periods.

Skills

Windows OS

Customer service

Problem solving

Communication

Education

High school diploma or GED

Associate or Bachelor's degree in information technology

CompTIA A+ certification

Job description

Commerce Casino is seeking an IT Service Desk Specialist to join our 24/7 Tier 1 support team. You’ll be the first point of contact for IT inquiries by phone or in person, diagnose issues at first contact when possible, and document all interactions in our ticketing system.

You will escalate complex problems to Tier 2/3 or vendors, manage user accounts and access requests, report security incidents, and maintain hardware records.