Entry-Level Service Desk Analyst – IT Support

San Manuel; Highland (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

San Manuel in Highland, CA seeks a Service Desk Analyst I to provide front-line IT support for end users, including walk-ins and remote assistance. Under IT Operations, you will document, prioritize, and resolve incidents to meet SLA expectations and improve customer experience.

You will use diagnostic tools, contribute to knowledge bases, and assist with software deployment to laptops, desktops, and mobile devices while maintaining high service levels in a fast-paced casino/gaming environment.

Qualifications

• High School Diploma or GED required.
• Associate’s degree in Computer Science or related field preferred.
• Minimum one year of related IT work experience required.

Responsibilities

• Provides first level technical support for end users via phone, portal, email, and chat to resolve issues with strong customer service.
• Prioritizes incidents to meet SLAs and escalates with proper documentation.
• Uses remote tools to troubleshoot and guides users with scripts and knowledge base.
• Records all steps to resolution and maintains service records for SLA adherence.
• Develops and updates user guides and FAQ to help end users and IT staff.

Skills

Customer service

Communication skills

Problem solving

Prioritization

Education

High School Diploma or GED

Associate’s degree in Computer Science

Tools

Remote support tools

Helpdesk software

Job description

San Manuel in Highland, CA seeks a Service Desk Analyst I to provide front-line IT support for end users, including walk-ins and remote assistance. Under IT Operations, you will document, prioritize, and resolve incidents to meet SLA expectations and improve customer experience.

You will use diagnostic tools, contribute to knowledge bases, and assist with software deployment to laptops, desktops, and mobile devices while maintaining high service levels in a fast-paced casino/gaming environment.