Help Desk Technician - Must be 21 years old

Table Mountain Casino Resort; Friant (CA); On-site; USD 52,000 - 64,000; Full time

Job summary

Table Mountain Casino Resort in Friant, CA seeks a Help Desk Technician to provide frontline IT support for a gaming environment. You will troubleshoot hardware, software, and network issues, manage user access in Active Directory, and support casino systems and POS terminals.

You will assist staff by phone, email, and in person, training users on software and security best practices while maintaining compliance with regulatory requirements.

Qualifications

• High School Diploma or GED is required; an Associate degree is preferred.
• 1-3 years of desktop support experience or equivalent.
• Certifications such as CompTIA A+, Network+, ITIL v4, and Microsoft 365 are preferred.
• Strong communication, analytical, and problem-solving skills.
• Must pass pre-employment drug/alcohol test, background check, and gaming license.

Responsibilities

• Provide frontline IT support for desktop, printer, VoIP, and peripheral devices.
• Diagnose and resolve hardware, software, and network issues.
• Manage user accounts and access controls in Active Directory.
• Monitor, triage, and respond to help desk tickets and requests.
• Escalate complex issues to senior technicians as needed.
• Support POS terminals and casino administrative systems.
• Maintain Windows OS and Microsoft 365 applications.

Skills

Windows troubleshooting

Active Directory

Customer service

Networking basics

IT security best practices

Documentation

Education

High School Diploma or GED

Associates degree preferred

Tools

Microsoft Server

Microsoft 365

Windows clients

Network monitoring tools

Job description

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Available Positions >> Help Desk Technician - Must be 21 years old

Help Desk Technician - Must be 21 years old

Summary

Title: Help Desk Technician - Must be 21 years old ID: 4326 Location: Table Mountain Casino Resort - Friant, CA, USA Department: Information Technology

Description

Position Summary: Under general direction from the Manager of Information Technology (IT) Operations, the IT Help Desk Technician provides frontline technical support for a gaming casino, ensuring the reliability, security, and functionality of IT systems. This role involves troubleshooting hardware, software, and network issues, managing user access, and maintaining compliance with Tribal Gaming Commission (TGC), state, and federal regulations. The technician delivers exceptional customer service by assisting employees with technical problems, supporting IT infrastructure, and ensuring operational continuity for gaming and business systems.

This list of duties and responsibilities illustrates only the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities

• Technical Support & Troubleshooting
  
  
  
  • Install, configure, and maintain desktop computers, laptops, printers, VoIP phones, and peripheral devices to ensure optimal performance for Casino team members and guests.
  
  
  • Diagnose and resolve hardware failures, connectivity issues, and performance degradation.
  
  
  • Administer user accounts, access controls, and permissions within Active Directory and other IT systems.
  
  
  • Monitor, manage, and respond to incoming help desk tickets, emails, and radio requests, prioritizing critical issues and ensuring timely resolutions.
  
  
  • Escalate complex or high-priority issues to senior technicians or specialized IT staff..
  
  
  • Support casino administrative systems, point-of-sale (POS) terminals, and internal applications.
  
  
  • Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365 applications, business-critical software, and casino administrative systems.
  
  
  
  


• User Assistance & Training
  
  
  
  • Provide technical support via phone, email, radio, and in-person interactions.
  
  
  • Assist employees with software usage, system navigation, and troubleshooting procedures.
  
  
  • Educate staff on IT security best practices to safeguard sensitive casino data.
  
  
  • Document common technical issues and resolutions to improve response efficiency.
  
  
  
  


• System Maintenance & Compliance
  
  
  
  • Assist with performing routine system checks, updates, and patch management to minimize downtime and prevent security vulnerabilities.
  
  
  • Maintain compliance with Tribal Gaming Commission (TGC), federal, and Casino IT policies.
  
  
  • Protect confidential information and enforce cybersecurity measures in line with industry regulations.
  
  
  
  


• Professional Development & Collaboration
  
  
  
  • Stay current on emerging technologies, industry trends, and security protocols.
  
  
  • Work collaboratively with IT team members and other departments to support casino operations.
  
  
  • Participate in regular team meetings, training sessions, and professional development opportunities.
  
  
  
  

Direct Reports: None.

Access to Sensitive Areas: All areas when accompanied by authorized personnel and/or security.

Signatory Authority: None.

Minimum Qualifications

High School Diploma or GED – Associates degree preferred. 1-3 years progressive work experience in computer desktop support or equivalent combination of education and experience. CompTIA A+, Network+, ITIL v4, and Microsoft 365 certifications are preferred. Excellent interpersonal skills, written and verbal communication, proven analytical and problem-solving abilities are required. Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain gaming license.

Knowledge, Skills And Abilities

• Proficiency in Windows-based systems, including Microsoft Server, Microsoft Office Suite, and enterprise software applications.


• Understanding of networking fundamentals, including TCP/IP, DNS, and Active Directory administration.


• Familiarity with Microsoft certification standards and best practices for IT support.


• Strong troubleshooting and problem-solving abilities for hardware, software, and network issues.


• Proficiency in word processing, spreadsheets, and database applications in a Windows environment.


• Ability to prepare, review, and analyze technical documentation and operational reports.


• Assess technology needs and ensure system performance meets operational requirements.


• Implement, test, and maintain network systems and software applications.


• Work independently, manage time effectively, and meet strict deadlines.


• Maintain confidentiality and uphold casino IT security policies.


• Communicate clearly and professionally, both verbally and in writing.


• Build and maintain positive working relationships across diverse teams and cultural backgrounds

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is regularly required to stand, walk, sit, use hand to finger, handle or feel objects, tools or controls, and reach with hands and arms. The employee frequently lifts and/or moves up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, color vision, and the ability to adjust focus.

Work Environment

While performing the duties of this position, the work environment is occasionally noisy and the employee will work indoors. Additionally, the employee may be exposed to cigarette smoke

Must be able to work Nights, Weekends, and Holidays