IT Support Help Desk Agent

Ultipro; Milwaukee (WI); On-site; USD 18,000 - 25,000; Full time

Job summary

Potawatomi Nation in Milwaukee seeks an IT Support Help Desk Agent to provide phone and remote support for software, hardware, and telephony. You will assist end users and collaborate with the IT team to keep systems running smoothly.

Ideal candidates have a high school diploma or equivalent, 2 years IT/help desk experience preferred, and familiarity with Windows 10/11 and Office 2016/365. This is a second shift role with weekends and holidays.

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• 2 years of related IT/help desk experience preferred.
• Experience in a help desk or similar capacity preferred.
• Ability to use Windows 10/11 and Office 2016/365.

Responsibilities

• Provide help desk support for software, hardware and telephone questions via telephone and remote access.
• Support IT Systems Supervisors and interface with departments on software & password issues.
• Elevate issues to 2nd/3rd tier support as needed.
• Document and track calls in a ticketing system.
• Operate in compliance with internal controls, policies, and regulations.
• Perform other duties as assigned.

Skills

Customer service

Teamwork

Communication

Problem solving

Confidentiality

Education

High school diploma or equivalent

Associate’s degree in Computer Science or related field

Tools

Windows 10/11

Office 2016/365

Job description

Description

Starting at $15.44 per hour | Second shift to include weekends and holidays

In this fast-paced, high energy environment where information system operation is essential, how do we ensure our Information Technology (IT) systems are kept up and running smoothly? As an IT Support Help Desk Agent, you will provide phone support and assist in providing top-notch customer service to end users with the ability to work well in a team. While carrying out the job duties listed below, you will contribute to our continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, and personal and professional dedication to our Mission, Vision, and Values.

Principal Duties and Responsibilities (*Essential Functions)

• Provide help desk support for technology issues, via telephone and remotely, for software, hardware and telephone questions from Potawatomi Staff in Milwaukee and Carter Casinos.
• Support the IT Systems Support Supervisor in the day to day operations and interfaces with all departments with reference to software and password related issues.
• Working with the IT System Support Analyst team to elevate Issue’s to a 2 nd or 3 rd Tier Support team when needed.
• Document and track all helpdesk calls in an effective ticket tracking system.
• Perform job duties in full compliance with departmental Internal Controls, policies, procedures, and regulations.
• Perform other duties as assigned.

Job Qualifications

• A high school diploma or equivalent required. An Associate’s degree in Computer Science or related field preferred.
• 2 years of related experience is preferred.
• Experience working in a help desk or similar capacity preferred.
• Office skills require the ability to use standard office equipment and intermediate knowledge of Microsoft Windows 10, 11 and Office 2016 / 365.
• The ability to maintain discretion in handling confidential information.
• The ability to interact with guests and team members professionally.
• While performing the duties of this job, the team member is regularly required to talk and hear. The team member is frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms. The team member must be able to operate a personal computer. The team member may occasionally be required to lift or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Working Conditions

The noise level is usually moderate to loud. When on the casino floor, the noise level increases. The facility is not smoke free. While performing the duties of this job, the team member occasionally works in enclosed spaces and may occasionally be required to drive a personal vehicle.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all qualifications, responsibilities, duties, and skills required.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.