IT Senior Service Desk Technician

Cache Creek Casino Resort; California; On-site; USD 34,000 - 49,000; Full time

Job summary

Cache Creek Casino Resort is seeking an On-site IT Support Specialist to ensure system operation and respond to end-user service calls and active IT incidents.

You will serve as the primary contact, resolve or escalate incidents, and assist in software releases, with a focus on quick, high-quality customer service and adherence to change management practices.

Qualifications

• First point of contact for customers needing technical assistance via phone or email.
• Evaluate resolutions and analyze trends to prevent recurring issues.
• Alert management to emerging incident trends.
• Deploy pre-packaged software using automated deployment tools.
• Assist in software releases and rollouts per change management best practices.
• Provide Level I support when request volumes are high.
• Maintain quick resolution and excellent customer service.
• Act as escalation point for advanced or difficult service requests.

Responsibilities

• Serve as the first contact with customers who need technical assistance via the phone or email.
• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents.
• Deploy pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.
• Assist in providing Level I support when request volumes are high.
• Provide quick resolution and excellent customer service.
• Act as an escalation point for advanced or difficult service requests.
• Build rapport with service desk customers.
• Resolve or further elevate issues affecting systems, adding value to the workflow through problem analysis, troubleshooting or vendor coordination.
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
• Keep record of problems and their resolution leveraging provided ticketing system (e.g. ServiceNow).
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups with Service Desk Technicians as required.
• Develop service sheets and FAQ lists for end users.
• Contribute to technician knowledgebase and training as needed.
• Reinforce SLAs to manage end-user expectations.
• Suggest improvements on procedures.
• Provide feedback on processes and make recommendations on areas to improve.

Job description

Posting Details

• Posted on November 10, 2026

Locations

Showing 1 location

Brooks, CA 95606, USA

• On-site
• Rate : $30 USD per hour
• Information Technology
• Full-Time
• Requisition #: ITSEN001697

Description

Summary

Ensure system operation and respond to end-user service calls and active IT operational incidents. Serve as the primary point of contact and resolve or escalde incidents to resolution.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Serve as the first contact with customers who need technical assistance via the phone or email

Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.

Alert management to emerging trends in incidents.

Deploy pre-packaged software as needed using automated deployment tools.

Assist in software releases and rollouts according to change management best practices.

Assist in providing Level I support when request volumes are high.

Provide quick resolution and excellent customer service.

Act as an escalation point for advanced or difficult service requests.

Build rapport with service desk customers.

Resolve or further elevate issues affecting systems, adding value to the workflow through problem analysis, troubleshooting or vendor coordination.

Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.

Keep record of problems and their resolutionleveraging provided ticketing system (e.g. ServiceNow).

Use remote tools and diagnostic utilities to aid in troubleshooting.

Research solutions through internal and external knowledgebase as needed.

Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.

Install antivirus software and ensure virus definitions are up to date.

Test fixes to ensure problem has been adequately resolved.

Perform post-resolution follow-ups with Service Desk Technicians as required.

Develop service sheets and FAQ lists for end users.

Contribute to technician knowledgebase and training as needed.

Reinforce SLAs to manage end-user expectations.

Suggest improvements on procedures.

Provide feedback on processes and make recommendations on areas to improve.

Supervisory Responsibilities