Entry-Level IT Service Desk Analyst — Fast-Paced

Yaamava Resort & Casino at San Manuel; Highland (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

Yaamava Resort & Casino at San Manuel is seeking a Service Desk Analyst I to provide first-level IT support for end users. You will respond via phone, portal, chat, and email, diagnose issues, and guide users through solutions.

The role involves prioritizing incidents to meet SLAs, documenting steps, and deploying software to laptops, desktops, and mobile devices. Previous gaming industry experience is preferred, with day, swing, or graveyard shifts possible.

Qualifications

• Provide first level technical support via phone, portal, email, or chat to resolve end-user issues with courteous, timely service.
• Prioritize incidents to meet SLAs, escalate to appropriate technicians, and document actions taken.
• Record steps and resolutions in the ticketing system and update knowledge bases as needed.
• Deploy software to end-user endpoints (laptops, desktops, mobile devices).
• Assist with walk-ins and on-site support in a casino environment.
• Experience in the gaming/casino industry is preferred.
• Availability for day, swing, or graveyard shifts in a fast-paced setting.

Responsibilities

• Provides first level technical support for incoming requests via multiple channels to ensure timely resolutions and customer satisfaction.
• Prioritizes incidents and service requests to meet defined SLAs and escalates as appropriate.
• Uses diagnostic tools and knowledge bases to troubleshoot issues and guide users.
• Documents all actions and resolutions from initial contact to final closure.
• Assists with software deployment to end-user devices and prepares end-user guides.

Skills

IT Service Desk

Customer service

Problem solving

Communication skills

Remote support

Teamwork

Gaming industry familiarity

Education

High School Diploma or GED

Associate's degree preferred

Job description

Yaamava Resort & Casino at San Manuel is seeking a Service Desk Analyst I to provide first-level IT support for end users. You will respond via phone, portal, chat, and email, diagnose issues, and guide users through solutions.

The role involves prioritizing incidents to meet SLAs, documenting steps, and deploying software to laptops, desktops, and mobile devices. Previous gaming industry experience is preferred, with day, swing, or graveyard shifts possible.