Help Desk Technician

Treasure Island Resort & Casino; Welch Township (MN); On-site; USD 29,000 - 32,000; Full time

Job summary

Treasure Island Resort & Casino in Welch Township, MN, seeks an IT Help Desk Associate to provide first level support for computer and network issues and deliver guest-focused service per department standards. The role requires a 2-year IT degree or equivalent experience and strong troubleshooting skills.

Responsibilities include logging and resolving requests, training end users, maintaining documentation, and supporting multiple locations.

Qualifications

• 2-year degree in IT or related field or equivalent Help Desk experience.
• Experience with help desk ticketing and IT service requests.
• Ability to work across multiple locations and guest‑focused service.

Responsibilities

• Log, troubleshoot, diagnose, assign, track and follow up on Help Desk calls and requests.
• Facilitate problem solving between end user and IT staff for expedient resolution.
• Escalate issues as appropriate.
• Provide end user support of hardware and software systems.
• Maintain, review and update department documentation and procedures.
• Maintain files for IT service requests.
• Monitor Help Desk ticketing system and ensure work orders are handled per procedures.
• Train end-users to maximize use of their systems.
• Provide technical support for multiple locations.

Skills

Excellent written, verbal and inter‑/c

Strong technical understanding of tech

Accurate and detail‑oriented

Highly organized and adaptable

Demonstrated software/hardware trouble

Ability to work fast and efficiently

Professional communication with guests

Multitask in a professional manner

Education

Two-year IT degree or related field

Job description

Please note: a resume is required for this position*

Grave Shift Position - 11:00pm - 9:00am

Pay Rate: $21.00 an hour with $2.00 an hour additional shift differential on swing and grave shift

SUMMARY

Provide first level support to team members on a variety of computer and network related issues. Responsible for a high level of guest service as described in your departments guest service standards.

Essential Duties And Responsibilities

• Log, troubleshoot, diagnose, assign track and follow up on Help Desk calls and requests
• Facilitate the problem solving process between the end user and IT staff in order to expedient problem resolution
• Escalate issues as appropriate
• Provide end user support of hardware and software systems
• Maintain, review and update department documentation, problem and solution documentation and procedures and processes
• Maintain files for IT service requests
• Ensure proper protocols are followed for all submitted requests
• Track application and system documentation as well as training materials
• Monitor the Help Desk ticketing system and ensure all work orders are assigned, updated and handled according to Help Desk procedures
• Effectively train end-users to maximize the use of their systems
• Provide technical support for multiple locations

Knowledge And Certification, Skills And Abilities

Knowledge and Certification

Required

• 2-year degree in IT or related field or equivalent Help Desk experience

Skills

Required:

• Demonstrated skills using software tools, and hardware / software troubleshooting skills
• Accurate and detail-oriented
• Highly organized and ability to adapt quickly to changing priorities
• Excellent written, verbal and interpersonal communication skills and the ability to work in a team environment
• Excellent problem solving skills
• Strong technical understanding of technology, including various hardware, software and networking systems

Abilities

Required:

• Ability to work fast and efficiently
• Ability to follow established dress code policies and practice good personal hygiene
• Ability to interact with guests, coworkers and management in a professional and courteous manner
• Ability to independently complete multiple tasks in a professional manner
• Ability to speak in a clear, concise and pleasant voice

Required Training

• Treasure Island guest service training
• Any position-related training as determined by department manager

PHYSICAL DEMANDS

• Must be able to sit for long periods of time with moderate amounts of walking and standing
• Must be able to push, pull and grasp objects routinely
• Must have the ability to independently lift 25+ pounds routinely
• Must have manual dexterity necessary to manipulate computer equipment and related peripherals
• Must be able to perform repetitive hand and wrist motions
• Must have good eye hand coordination

WORKING ENVIRONMENT

• Work is performed primarily in the administration building but may include going onto the gaming floor, which has flashing lights, frequent loud noises and cigarette smoke, and outdoors for events
• Must be able to work in cramped, tight quarters
• Must be willing to work a flexible schedule including all shifts, weekends and holidays
• Occasionally overtime may be required
• Extensive computer use