Senior IT Service Desk Engineer

Cache Creek Casino Resort

Brooks (CA)

On-site

USD 42,000 - 64,000

Full time

6 days ago

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Job summary

Cache Creek Casino Resort is seeking an IT Help Desk professional to respond to end-user service calls and incidents, acting as the first contact for technical assistance by phone or email. The role emphasizes rapid problem resolution, documentation, and escalation as needed.

Ideal candidates have at least one year of related experience, familiarity with Windows, MacOS, and VMWare, and ITIL processes. CompTIA A+ certification is required, with a focus on maintaining service quality and user

Qualifications

One year related experience and/or training.
Experience with desktop and server operating systems, including Windows, MacOS, and VMWare.
Extensive application support experience with Microsoft Office productivity suite.
Experience in an ITIL-driven environment and knowledge of ITIL principles and processes.

Responsibilities

Serve as the first contact with customers who need technical assistance via phone or email.
Evaluate documented resolutions and analyze trends to prevent recurring issues.
Alert management to emerging incident trends.
Deploy pre-packaged software using automated deployment tools.
Assist in software releases and rollouts following change management best practices.
Provide Level I support when request volumes are high and maintain service quality.
Offer quick resolution and excellent customer service.
Act as escalation point for advanced or difficult service requests.