IT Service Desk Technician: Hands-On Support & Growth

Cache Creek Casino Resort; California; On-site; USD 45,000 - 65,000; Full time

Job summary

Cache Creek Casino Resort seeks an IT Help Desk Technician to provide in-person, hands-on desktop support and resolve end-user requests to meet SLAs.

Responsibilities include front-line support via phone, portal, email and chat, hardware/software troubleshooting, and maintaining knowledge base with ServiceNow documentation. Must have CompTIA A+ and at least 1 year of related experience; Windows and Microsoft Office familiarity essential.

Qualifications

• One year related experience and/or training.
• Experience with desktop and server operating systems, including latest Windows versions.
• Extensive Microsoft Office productivity suite experience.
• Working knowledge of PC diagnostic utilities.
• Previous experience supporting gaming organization preferred.

Responsibilities

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Receive, prioritize and identify issues affecting Cache Creek systems, while taking initial or complete steps to resolve.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Build rapport and elicit problem details from service desk customers.
• Follow-up with customers.
• Provide quick resolution and excellent customer service.
• Alert management to emerging trends in incidents.
• Keep record of problems and their resolution leveraging provided ticketing system (e.g. ServiceNow)
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues in alignment with defined SLAs
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
• Research solutions through internal and external knowledgebase as needed.

Education

CompTIA A+ Certification

Tools

ServiceNow

Microsoft Office

Job description

Cache Creek Casino Resort seeks an IT Help Desk Technician to provide in-person, hands-on desktop support and resolve end-user requests to meet SLAs.

Responsibilities include front-line support via phone, portal, email and chat, hardware/software troubleshooting, and maintaining knowledge base with ServiceNow documentation. Must have CompTIA A+ and at least 1 year of related experience; Windows and Microsoft Office familiarity essential.