IT Technician

Graton-Resort-; Rohnert Park (CA); On-site; USD 39,000 - 47,000; Full time

Benefits offered by this job

Medical Insurance

Dental

Vision

Paid Time Off

Life Insurance

401k Company Match

Tuition Reimbursement

Wellness programs

Job summary

Graton Resort & Casino is seeking an on-site IT Help Desk Technician to provide first-level support for server and desktop hardware, software, and applications. You will troubleshoot Windows 10/11, office products, and network issues, delivering strong customer service while coordinating with on-call engineers to keep operations running smoothly.

The role requires the ability to work in a fast-paced hospitality environment and to assist with hardware upgrades and POS/ spa/hotel systems as

Qualifications

• Experience supporting Windows 10/11 desktop operating systems and Microsoft Office products.
• Strong customer service and problem-solving skills.
• Ability to work as part of a team to provide timely IT support.
• Willingness to learn and follow company procedures.

Responsibilities

• Provide first-level IT support for server and desktop hardware/software via phone or in person.
• Troubleshoot hardware, software, and basic network connectivity issues.
• Escalate issues to on-call engineers to minimize downtime.
• Plan and deploy hardware upgrades as requested.
• Support Microsoft Office applications and related IT tasks.
• Assist IT operations during pandemic or high-demand periods.

Skills

Windows 10/11 desktop OS

Microsoft Office products

Customer service

Team collaboration

Tools

Windows 10/11

Office Suite

POS systems

Job description

Position Summary:

Providing support for all aspects of property technology needs. Responsible for first level support for serverand desktop hardware and software, including the operating system and applications, security and disasterrecovery for Graton Resort & Casino. Strong customer service, troubleshooting, and organizational skillsare required. Responsibilities must be performed in accordance with all Company standards, policies andprocedures.

Essential Functions:

• 1. Responsible for redefining hospitality at Graton Resort & Casino while living, supporting, and promotingour values.
• 2. Perform responsibilities in accordance with all Company standards, policies, and procedures.
• 3. Accurately respond to questions and assist customers with software product features, installation ofcomputer hardware and software, set-up, and troubleshooting of IT hardware and software via phoneor in person.
• 4. Strong technical skills to diagnose, analyze, and correct customer reported hardware or software issues to include basic PC, laptop, or network connectivity as necessary.
• 5. Escalate issues as needed to supervisors, manager, and on call engineers to ensure that the businessis able to complete operations with minimum disruption or downtime.
• 6. Plan for and upgrade existing or deploy new requested hardware and equipment as needed.
• 7. Monitor business slot floor, table games, point of sale, rewards desk, and hotel and spa operations andfor potential problems and work proactively to find a solution.
• 8. Train others business units outside of the IT department regarding simple troubleshooting techniquessuch as rebooting computers or related equipment for areas of responsibility.
• 9. Install and support Microsoft Office products.
• 10. Participate in IT infrastructure operations and management during a pandemic.
• 11. This job description is not an exclusive or exhaustive list of all job functions that a team member in thisposition may be asked to perform from time to time. Duties and responsibilities can be changed,expanded, reduced, or delegated by Management to meet the business needs of the property.

Non Essential Functions:

• 1. Responsible for troubleshooting and replacing equipment for table games on the casino floor.
• 2. Install and troubleshoot signage and media player displays on the casino floor, back of house, andin the parking garage.

Requirements

Required Qualifications:

• 1. Ability to communicate effectively with Guests, Team Members and Management in both written andverbal form.
• 2. Previous experience with administration and support of Microsoft Windows 10 and Windows 11 desktop operating systems and Microsoft Office Products.
• 3. Excellent time management skills.
• 4. Ability to work as part of a team to provide support in a timely fashion.

Preferred Qualifications:

• 1. Previous policies and procedures documentation skills preferred.

Physical Requirements:

• 1. Standing/Walking the casino floor and back of house to help Team Members with computer relatedissues for 50% of shift.
• 2. Sitting at a desk/computer for the duration of 8 hour shift
• 3. Bending Up to 20% of shift
• 4. Twisting Up to 10% of shift
• 5. Occasionally climbing, including ladders to reach and troubleshoot installed equipment
• 6. Kneeling or Squatting as needed to install computers and related equipment under desks or tablegames
• 7. Lift/Cary/Push/Pull carts up to 50 pounds to install IT related equipment
• 8. Occasionally reaching above the shoulders and other hand arm use
• 9. Hand use: Frequent typing or writing for 7 hours/per day at a desk/computer for 88% of the shift
• 10. Vision/coordination: constant for reading and computer use for up to 7 hours/per day for 88% ofshift
• 11. Speaking/listening: use of the telephone for up to 7 hour/per day for 88% of shift.

Age Requirement

21 years of age or older

Pay Rate

$31.00/Hour

Benefits & Rewards

• Medical Insurance with Kaiser Permanente
• Delta Dental
• VSP Vision
• Paid Time Off (up to 18 days in the first year)
• Life Insurance
• Accidental Death & Dismemberment Insurance
• Short-Term Disability & Long-Term Disability
• 401k Company Match: 100% on the first 4%
• Mental wellness services through Spring Health
• Voluntary Benefits (e.g. Pet insurance, car insurance, legal services)
• Complimentary meals during shift
• Discounts within our community
• Quarterly Guest Service Bonus Opportunities
• Team Member Referral Bonus
• Tuition Reimbursement
• Graton-Sponsored Volunteer Events

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