IT Field Support Tech I — Onsite & Remote Help Desk

Jamul Casino; Jamul, Northern (CA, KY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Jamul Casino is seeking a Help Desk Support professional to diagnose and resolve hardware and software issues, assist end users via multiple channels, and document incidents. The role includes onsite troubleshooting, device configuration, moves/adds/changes, and occasional after-hours work.

You will collaborate with the IT team, provide user training when needed, and ensure proper incident tracking and reporting.

Qualifications

• High school diploma required; college diploma, CS certificate, or 1 year IT support experience preferred.
• Excellent technical knowledge of computers, hardware, and basic networking protocols.
• Hands-on experience diagnosing and resolving common computer issues.
• Ability to understand and follow technical manuals and documentation.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent written and verbal communication skills.
• Must possess a valid driver’s license and be able to qualify for licenses as required.

Responsibilities

• Manage help desk tickets in a timely manner.
• Diagnose and resolve computer hardware and software issues, including password resets.
• Communicate and troubleshoot end-user issues via phone, email, remote tools, chat, or in person.
• Escalate complex issues to higher-tier IT support.
• Provide basic user training on standard technologies when needed.
• Document end-user interactions accurately.
• Maintain excellent communication with end users, IT team, and management.
• Perform onsite troubleshooting, diagnosis, and resolution of technical issues.
• Install, configure, monitor, and maintain end-user devices and related systems.
• Support moves, adds, and change requests.
• Maintain documentation of incidents, device failures, repairs, and changes.
• Collaborate with the IT team to ensure seamless operation of systems.
• Resolve minor networking issues as needed.
• Ensure adherence to all IT department procedures for incident tracking and reporting.
• Occasional evening or weekend work may be required to meet deadlines.
• Other tasks and responsibilities may be assigned.

Skills

Technical knowledge

Troubleshooting

Communication skills

Driver's license

Independent & team work

Education

High school diploma

College diploma or cert (CS) or 1 year IT support

Job description

Jamul Casino is seeking a Help Desk Support professional to diagnose and resolve hardware and software issues, assist end users via multiple channels, and document incidents. The role includes onsite troubleshooting, device configuration, moves/adds/changes, and occasional after-hours work.

You will collaborate with the IT team, provide user training when needed, and ensure proper incident tracking and reporting.