Help Desk Agent (Full Time)

Agua Caliente Casinos; Rancho Mirage (CA); On-site; USD 42,000 - 60,000; Full time

Job summary

Agua Caliente Casinos in Rancho Mirage, CA is seeking a frontline IT Support specialist to handle first-line requests, triage issues, and document outcomes onsite. You will escalate where needed and maintain accurate records in a fast-paced hospitality setting.

Responsibilities include monitoring the Help Desk queue, delivering excellent customer service, and contributing to a knowledge base for IT teammates. This role requires 1–2 years of related experience and strong communication skills.

Qualifications

• High school diploma or equivalent required; college degree and/or technical certification preferred.
• 1–2 years of related work experience; hospitality experience preferred.
• Strong analytical and problem-solving skills.
• Exceptional interpersonal, written and oral communication skills; team collaboration.
• Strong documentation skills with attention to detail.

Responsibilities

• Handle first line IT support for all end-user related service requests.
• Triage and diagnose using available tools while providing excellent customer service.
• Apply logical troubleshooting and document findings before escalation.
• Monitor Help Desk ticket queue and respond promptly, recording root cause and resolution.
• Collaborate with IT team members to create and maintain a knowledge base.

Skills

Analytical skills

Problem solving

Communication skills

Documentation

Windows knowledge

Mac OS knowledge

Mobile devices knowledge

IT help desk

Education

High school diploma or equivalent

College degree preferred

Technical certification preferred

Tools

Windows

Mac OS

iOS

Android

Job description

Job Details

Job Location: Central Operations - Rancho Mirage, CA, Position Type: Full Time, Job Category: Information Technology, JOB LOCATION:

ONSITE- OFFICE

Job Description Summary

Responsible for handling the first line of direct support and response to all Information Technology related service requests. Performs initial triage and diagnostics by collecting information over the phone and using remote tools as required. Applies logical troubleshooting with IT knowledge and experience to resolve the issue or adds all relevant documentation prior to escalating to other IT teams.

Essential Duties and Responsibilities (other duties may be assigned)

• Handle first line of IT support for all end user related service requests.
• Triage and perform diagnostics utilizing all available tools while providing excellent customer service.
• Apply logical troubleshooting with IT knowledge and experience to resolve the issue or add all relevant documentation prior to escalating to other IT teams.
• Constantly monitor and manage the Help Desk ticket queue and respond to requests in a timely fashion, documenting all aspects of a given situation including root cause analysis and resolution.
• Solicit feedback from other Help Desk Technicians to optimize and improve support while maintaining a solid understanding of general end-user support needs and requirements.
• Work with other IT team members on creating and maintaining a knowledge base while ensuring complete and accurate information.

Access to Sensitive Areas and Information:

As according to the ACGC Access Matrix

Signatory Ability:

NoneQualifications: Education and/or Experience

• High school diploma, GED or equivalent required. College degree and/or technical certification preferred.
• One to two years of related work experience required, prior hospitality experience preferred.
• Strong analytical and problem-solving skills.
• Exceptional interpersonal, written and oral communication skills with the ability to work in a team-oriented collaborative environment.
• Strong documentation skills with attention to detail.
• Capable of working in a fast-paced environment with a rapidly growing client base.
• Intermediate knowledge of Windows and Mac OS operating systems.
• Intermediate knowledge of iOS and Android devices in a commercial or enterprise environment.
• Intermediate knowledge of cell phone carriers such as AT&T and Verizon in a commercial or enterprise environment.

Working Conditions/Physical Demands:

To perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ miles, climbing stairs, and sitting at a desk/workstation for the duration of the shift. Must be able to work in a smoke-filled environment.

Typically the individual will be housed in an office environment. The noise level in the work environment is usually moderate but will elevate when located in the casino environment. Must be able to grasp, bend, lift, and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, cell phone, tablet, calculator, general office equipment and multi-line telephone.