IT Support Technician (On-site)

Snoqualmie Casino; Snoqualmie (WA); On-site; USD 34,000 - 37,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Prescription coverage

401(k)

Life insurance

Long-term disability

PTO days

Free meals

Parking

Paid breaks

Gas discount

Concert/sports tickets

Tuition reimbursement

Certification programs

Employee assistance program

Job summary

Snoqualmie Casino & Hotel is hiring for a full-time, non-exempt Help Desk position on-site in Snoqualmie, WA. You’ll log and resolve IT requests, assist users, and coordinate with IT staff across Gaming, Operations, and A/V environments.

Strong troubleshooting, communication, and customer service skills are essential. Required: high school diploma or equivalent and 2 years of PC-related training or experience.

Qualifications

• High School Diploma or GED or equivalent.
• 2 years technical PC training or equivalent experience.
• Any combination demonstrating ability to perform duties.

Responsibilities

• Log, troubleshoot, diagnose, assign and track Help Desk requests.
• Facilitate problem-solving between user and IT staff for resolution.
• Follow up with users on resolved issues and escalate when needed.
• Provide end-user support for hardware and software in Gaming, Operations, and A/V.
• Maintain department documentation and update procedures and training materials.
• Monitor Help Desk database and ensure work orders are handled per procedures.
• Train users to maximize system use.

Skills

Advanced PC skills

PC troubleshooting

Customer service

Communication

Education

High School Diploma / GED

Two years technical PC training

Equivalent experience

Job description

Description

Pay Rate: $25.56/hr. Dependent on experience

Shift: TBD. Weekends are required.

Position Type: Full Time, Non-exempt

Note: This is an on-site role in Snoqualmie, WA.

A FULL HOUSE OF TOTAL REWARDS

• Competitive Pay: Starting salary range of $25.56/hr. - $26.83/hr., depending on experience, with opportunities for annual performance-based increases.
• Full Coverage: 100% employer-paid medical, dental, vision, and prescription coverage, plus competitive family rates starting after 60 days, with additional benefits such as 401(k), employer-paid life insurance, and long-term disability.
• Generous PTO: Accrue 21 days of PTO in your first year, growing to 33 days after five (5) years, with an option to cash out twice annually.
• Everyday Perks: Free meals, parking, paid breaks, 40c/gallon gas discount, and exciting giveaways like concert and sports tickets.
• Growth & Support: Access to tuition reimbursement, certification programs, and Employee Assistance Program.

PURPOSE

To answer team members first call for assistance. Direct IT service requests to appropriate Information Systems personnel and provide instruction to use the computers peripherals and standard supported software applications.

ESSENTIAL DUTIES / RESPONSIBILITIES

• Responsible for logging, troubleshooting, diagnosing, assigning and tracking all calls and requests that come into the Help Desk.
• Responsible for facilitating the problem-solving process between the user and IT staff to facilitate expedient problem resolution.
• Responsible for following up with users on resolved issues.
• Responsible for escalating issues as appropriate.
• Provide end user support of hardware and software systems. This position supports systems in the Gaming, Operations, and A/V environments.
• Maintain department documentation:
• Create, review and update problem and solution documentation.
• Create, review and update procedures and processes as required.
• Maintain files for IT service requests.
• Ensure proper protocols are followed for all submitted requests.
• Track application and system documentation, as well as training materials.
• Monitor the Help Desk database and be responsible for making sure all work orders are assigned and handled according to Help Desk procedures.
• Effectively train users to maximize the use of their systems.
• Other duties and responsibilities as assigned.

Requirements

Education and Experience

• High School Diploma / GED; Recognized Equivalent of a High School Diploma (RED) or Foreign High School Diploma (FHD).
• Two (2) years technical school training related to the PC environment or equivalent experience.
• Any combination of education and experience that clearly demonstrates the ability to perform the job duties of the position.

Skills and Abilities

• Proven advanced skills using PC software tools (MS Office Productivity, Report Writing and issue tracking systems).
• Proven advanced PC hardware and software troubleshooting skills.
• Excellent problem-solving, communication and customer service skills.

PREFERRED

Education and Experience

• A+ technical certification.
• On-the-job experience supporting users in a PC environment applicable to that of Snoqualmie Casino & Hotel.
• Previous work experience in a Call Center or Help Desk environment.

Snoqualmie Casino & Hotel exercises Snoqualmie Tribal Member/Native American preference in hiring, in compliance with the Snoqualmie Tribal Employment Rights Ordinance (TERO). You must obtain and maintain a Gaming License from the Snoqualmie Gaming Commission. Pre-employment drug testing is required for all positions. The use of marijuana will not disqualify an applicant for positions in any department other than Transportation (Valet, Driver I). DOT panel testing is required for the Driver position.