Onsite IT Help Desk Pro — Fast-Paced User Support

Agua Caliente Casinos; Rancho Mirage (CA); On-site; USD 52,000 - 68,000; Full time

Job summary

Agua Caliente Casinos is seeking an IT Help Desk Support professional to act as the first line of end-user assistance. You will collect information via phone, diagnose issues, and apply remote tools to resolve or escalate.

You will document root causes and resolutions as part of a growing casino IT team. The role requires 1–2 years of related IT support experience, strong communication skills, and familiarity with Windows, Mac OS, iOS and Android devices.

Qualifications

• High school diploma or equivalent required; college degree and/or technical certification preferred.
• 1–2 years of related IT support experience; hospitality experience preferred.
• Strong analytical and problem-solving skills; excellent written and verbal communication.

Responsibilities

• Handle first line IT support for end user service requests.
• Triage and diagnose using remote tools; document issues before escalation.
• Escalate to other IT teams when needed and maintain ticket notes.
• Monitor Help Desk queue and respond promptly; seek feedback to improve support.
• Contribute to knowledge base with accurate information.
• Collaborate with IT team to maintain accurate end-user documentation.

Skills

Help desk

Customer service

Troubleshooting

Documentation

Education

High school diploma

Technical certification preferred

Tools

Windows

Mac OS

iOS devices

Android devices

Job description

Agua Caliente Casinos is seeking an IT Help Desk Support professional to act as the first line of end-user assistance. You will collect information via phone, diagnose issues, and apply remote tools to resolve or escalate.

You will document root causes and resolutions as part of a growing casino IT team. The role requires 1–2 years of related IT support experience, strong communication skills, and familiarity with Windows, Mac OS, iOS and Android devices.