Senior IT Service Desk Lead

Cache Creek Casino Resort; Brooks (CA); On-site; USD 34,000 - 49,000; Full time

Job summary

Cache Creek Casino Resort is seeking an IT Support Specialist to maintain system operations and respond to end-user service calls and active IT incidents. You will serve as the primary contact and escalate or resolve issues to drive IT service quality on-site in Brooks, CA.

Responsibilities include handling phone/email requests, analyzing incident trends, deploying software, supporting releases, and maintaining documentation.

Responsibilities

• Serve as the first contact with customers who need technical assistance via the phone or email
• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues
• Alert management to emerging trends in incidents
• Deploy pre-packaged software as needed using automated deployment tools
• Assist in software releases and rollouts according to change management best practices
• Assist in providing Level I support when request volumes are high
• Provide quick resolution and excellent customer service
• Act as an escalation point for advanced or difficult service requests
• Build rapport with service desk customers
• Resolve or further elevate issues affecting systems, adding value to the workflow through problem analysis, troubleshooting or vendor coordination
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
• Keep record of problems and their resolution leveraging provided ticketing system (e.g. ServiceNow)
• Use remote tools and diagnostic utilities to aid in troubleshooting
• Research solutions through internal and external knowledgebase as needed
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
• Install antivirus software and ensure virus definitions are up to date
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups with Service Desk Technicians as required
• Develop service sheets and FAQ lists for end users
• Contribute to technician knowledgebase and training as needed
• Reinforce SLAs to manage end-user expectations
• Suggest improvements on procedures
• Provide feedback on processes and make recommendations on areas to improve

Job description

Cache Creek Casino Resort is seeking an IT Support Specialist to maintain system operations and respond to end-user service calls and active IT incidents. You will serve as the primary contact and escalate or resolve issues to drive IT service quality on-site in Brooks, CA.

Responsibilities include handling phone/email requests, analyzing incident trends, deploying software, supporting releases, and maintaining documentation.