IT Service Desk Analyst I — Entry-Level Support

Yuhaaviatam of San Manuel Nation; United States; On-site; USD 40,000 - 55,000; Full time

Job summary

The Yuhaaviatam of San Manuel Nation is seeking a Service Desk Analyst I to provide first‑level IT support to end users, including walk‑ins, phone, email, and chat. Under supervision, you will diagnose issues, guide users, and ensure timely resolutions to maintain SLA expectations.

Responsibilities include ticketing, prioritizing incidents, remote assistance, documenting steps, deploying software to endpoints, and contributing to knowledge base.

Qualifications

• High School diploma or GED required; associate degree preferred.
• Minimum 1 year of related IT work experience.
• Experience in Casino or Gaming industry is preferred.
• Excellent customer service and written/oral communication skills.
• Ability to document and follow procedures.

Responsibilities

• Provides first level technical support for end users via phone, web portal, email, and chat.
• Prioritizes incidents and service requests to meet SLAs; escalates as needed.
• Uses remote assistance tools to troubleshoot and guide users.
• Records and documents the steps taken through final resolution.
• Deploys software to end user endpoints and develops knowledge base articles.

Skills

First level support

Customer service

Communication skills

Teamwork

SLA awareness

Education

High School Diploma or GED

Associate’s degree in Computer Science

Tools

Remote access tools

Diagnostic utilities

Service desk software

Job description

The Yuhaaviatam of San Manuel Nation is seeking a Service Desk Analyst I to provide first‑level IT support to end users, including walk‑ins, phone, email, and chat. Under supervision, you will diagnose issues, guide users, and ensure timely resolutions to maintain SLA expectations.

Responsibilities include ticketing, prioritizing incidents, remote assistance, documenting steps, deploying software to endpoints, and contributing to knowledge base.