It Specialist I

Isleta Resort & Casino; Albuquerque (NM); On-site; USD 35,000 - 50,000; Full time

Job summary

Isleta Resort & Casino in Albuquerque, New Mexico is seeking a dedicated IT Support Specialist to analyze guest requests and ensure customer satisfaction through exceptional service.

The ideal candidate should have a High School Diploma, customer support experience, and technical certifications. Responsibilities include maintaining computer systems, providing user support, and documenting work orders in a fast-paced casino environment.

Qualifications

• Requires a High School Diploma or equivalent.
• Preferred one year of technical customer support experience.
• CompTIA A+ certification required within one year.

Responsibilities

• Supports and maintains software and hardware.
• Provides exceptional customer service.
• Documents and tracks all work orders.
• Maintains computer applications and networks.

Skills

Technical customer support

Network operations

Microsoft Windows Server

Communication skills

Analytical thinking

Education

High School Diploma or GED

Associates degree in IT or related field

Technical certification(s) (A+, Network+)

Tools

AS400

UNIX

Job description

Age Requirement: 21 years or older.

Position Summary

Responsible for analyzing guest requests and providing day‑to‑day support for all internal computer customers while promoting and exhibiting World Class Guest service to all the Isleta Resort and Casino guests. Occasionally assists the Technical Services Manager in assuring all computer systems, telecommunications, and information processing activities are fully operational and performing in accordance with company requirements.

Guest Service Agreement

All Team Members will display 100% commitment to World Class Guest Service through the delivery and maintenance of Guest Service Standards established by the Isleta Resort and Casino.

Essential Functions and Responsibilities

This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.

• Supports, serves, and maintains Software, Desktops, Servers, AS400, Printers, and Network at multiple sites.
• Provides exceptional and timely customer service while fielding helpdesk phone calls and resolving issues.
• Installs computers, software, and peripheral equipment.
• Performs Tape Backups and maintains backup archives.
• Documents, tracks, and monitors all work orders through the IT helpdesk software including full detail information on issues and/or problems with complete resolution performed.
• Maintains the security and integrity of all computer resources.
• Responds to all departmental information processing, needs, and requests.
• Monitors and maintains information processing resources and performance.

• Provides users with network and application technical support.
• Maintains and ensures computer applications and telephone equipment are in optimal operating condition.
• Delivers, tags, set up, and assists in the configuration of new and used end‑user computers hardware/software including peripherals.
• Completes daily end of shift report to include: list of all tasks and work orders completed during the shift.
• Creates Active Issues logs to be passed onto the next shift; documenting all ongoing issue of the day to include any high priority work orders.
• Promotes positive guest relations through prompt, courteous, and efficient service.
• Ensures an open and welcoming atmosphere that promotes skill enhancement.
• Greets guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service.
• May be assigned to drive on public roads, to and from Isleta Pueblo properties, and/or other destination, during shift.
• Occasionally performs other duties as assigned.

Accountability and Supervision

None

Education and Experience

• High School Diploma or General Education Degree (GED) equivalent, required.
• Associates degree in Information Technology, Management of Information Systems, Information Systems, Computer Science, or related field preferred.
• Technical certification(s) in A+, Network+ or related field, preferred.
• One-year (1) experience in a technical customer support and/or computer experience specifically in Computer Network operations and maintenance, preferred.
• CompTia A+ certification required within one (1) year.

Special Requirements, Licenses, and Certification

• Must be able to acquire and maintain Gaming License issued through POIGRA.
• Must be able to successfully pass a pre‑employment drug test and background investigation.
• Must be flexible with work schedule. Must be willing to work any days/hours as needed or required to meet business needs.
• Must maintain all Isleta Resort and Casino‑wide educational and certification requirements.

Knowledge, Skills, and Abilities

• Must successfully pass a drug/alcohol test and background investigation.
• Must possess and exhibit a positive attitude towards internal and external guests at all times.
• Must be able to take direction and feedback well.
• Must be knowledge of MIS and IT concepts, principles, and practices; computer operations and user environments; and Microsoft Windows Server, Active Directory, and Microsoft Project.
• Must possess strong computer skills and be able to operate Microsoft and Active Directory applications and software.
• Must be able to accurately and successfully perform several tasks and meet deadlines under high levels of stress and with minimal supervision.
• Must possess strong organizational and time management skills while paying close attention to details such as spelling, numbers, and grammar.
• Must be able to communicate, in writing and verbally, in English and in an effective, informative, and professional manner and be able to convey denials and/or defuse hostile guest situations with ease and tact.
• Must possess the ability to make sound and accurate decisions.
• Must possess a highly developed sense of customer service and interpersonal skills including high integrity and respect for individuals.
• Must possess and exhibit a positive attitude towards internal and external guests at all times.
• Must possess a strong commitment to the organizational goals and objectives while showing the utmost discretion and loyalty to the organization when dealing with confidential information and data.
• Must possess strong critical and analytical thinking skills.
• Must be able to be trained in multiple system programs.
• Must be able to apply proven communication, analytical, and problem‑solving skills while working independently; managing projects; installing, configuring, upgrading, maintaining, and monitoring system performance and network resources; and providing guidance to team members.
• Must be able to create clear and thorough reports and organize and maintain files.

• Must be able to work a flexible and varying schedule to include 24 hours a day, 7 days a week on‑call, evenings, weekends, and holidays.

• Must possess thorough knowledge of NIGC MICS, POIGRA Regulations, departmental, and organizational policy and procedures.

• Must possess general knowledge of AS400, and UNIX applications and functions.

Physical Demands and Work Environment

• Must be able to lift, move, and place 25 pounds.
• Must be able to sit, stand, and/or walk for extended periods of time.

Working Conditions

Work is generally performed in, both, a Casino setting with exposure to second‑hand smoke and a high noise level, exposure to various lights and sounds and a high paced office setting; possibility of working outdoors in extreme weather conditions such as high levels of heat, cold, winds, rain, hail, and snow. Occasionally may be required to interact with hostile and/or angry guests.

Native American Preference Policy

Isleta Resort and Casino will at all times and for all positions give hiring, transfers, and promotional preferences to qualified Native American applicants in the following order: 1. Enrolled Pueblo of Isleta Tribal Member; 2. Enrolled Pueblo of Isleta Descendants; and 3. Registered Native American from a federally recognized tribe.