Help Desk Technician

Treasure Island Hotel and Casino; Welch Township (MN); On-site; USD 26,000 - 37,000; Full time

Job summary

Treasure Island Resort & Casino in Welch, MN is seeking a Grave Shift Help Desk Technician to provide first level support to team members on a variety of computer and network related issues. The role emphasizes guest service aligned with department standards.

Responsibilities include logging and troubleshooting Help Desk calls, escalating when needed, supporting hardware and software, maintaining documentation, and assisting at multiple locations.

Qualifications

• Requires 2-year IT degree or equivalent Help Desk experience.
• Demonstrated software/hardware troubleshooting skills.
• Strong written, verbal and interpersonal communication abilities.

Responsibilities

• Log, troubleshoot, diagnose, assign and track Help Desk calls.
• Facilitate problem solving between end users and IT staff for timely resolutions.
• Provide end user support for hardware and software systems.

Skills

Troubleshooting

Customer service

Written & verbal communication

Team collaboration

Technical comprehension

Education

2-year IT degree or related field

Tools

Help Desk ticketing system

Hardware & software troubleshooting

Job description

Treasure Island Resort & Casino
Welch, MN 55089, USA

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 routine
• 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

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.