Service Desk Analyst I

San Manuel; Highland (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

San Manuel in Highland, CA seeks a Service Desk Analyst I to provide front-line IT support for end users, including walk-ins and remote assistance. Under IT Operations, you will document, prioritize, and resolve incidents to meet SLA expectations and improve customer experience.

You will use diagnostic tools, contribute to knowledge bases, and assist with software deployment to laptops, desktops, and mobile devices while maintaining high service levels in a fast-paced casino/gaming environment.

Qualifications

• High School Diploma or GED required.
• Associate’s degree in Computer Science or related field preferred.
• Minimum one year of related IT work experience required.

Responsibilities

• Provides first level technical support for end users via phone, portal, email, and chat to resolve issues with strong customer service.
• Prioritizes incidents to meet SLAs and escalates with proper documentation.
• Uses remote tools to troubleshoot and guides users with scripts and knowledge base.
• Records all steps to resolution and maintains service records for SLA adherence.
• Develops and updates user guides and FAQ to help end users and IT staff.

Skills

Customer service

Communication skills

Problem solving

Prioritization

Education

High School Diploma or GED

Associate’s degree in Computer Science

Tools

Remote support tools

Helpdesk software

Job description

Service Desk Analyst I### Service Desk Analyst IApply: Highland, CA: Full time: Posted Yesterday: R0018048Under the supervision of the Supervisor, IT Operations, the Service Desk Analyst I shall ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, creating, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain service level agreements (SLA) expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as assisting individuals or providing in-person, hands-on help with technical issues. This role will primarily be tasked with providing support, including walk-ins, over-the-phone support, screen sharing or remote control, live chat support, or email support.**ESSENTIAL DUTIES AND RESPONSIBILITIES**1. Provides first level technical support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues while providing best-in-class customer service.2. Prioritizes incidents and service requests according to defined criteria to meet defined SLAs, escalates incidents with accurate documentation to suitable technicians or technology verticals, and alerts management to emerging trends in incidents.3. Uses remote assistance tools and diagnostic utilities to aid in troubleshooting. Identifies, writes, and enacts Service Desk scripts, user guides, and online solutions to common end-user problems. Provides guidance and technical recommendations to customers to resolve system issues.4. Records, tracks, and documents the service desk incident-solving steps, including all actions taken, through to final resolution to meet operational service level standards.5. Research solutions through internal and external knowledge base. Identify and learn appropriate software and hardware used and supported by the organization.6. Deploys software to end user endpoints to include laptop, desktop, and mobile devices.7. Develops help sheets, knowledge base articles, and Frequently Asked Questions (FAQ) lists for IT team members and end users.8. Performs other duties as assigned to support the efficient operation of the department.**EDUCATION, EXPERIENCE AND QUALIFICATIONS*** High School Diploma or GED required.* Associate’s degree in Computer Science or related field preferred.* Minimum one (1) year of related IT work experience is required.**KNOWLEDGE, SKILLS AND ABILITIES (KSA)*** General IT Service Desk Experience is preferred.* Demonstrated ability to analyze and diagnose network, computer, and or telecom issues.* Ability to solve technical problems, work well under stress, and follow instructions.* Must possess excellent customer service and written/oral communication skills.* Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.* Experience working in Casino or Gaming industry is preferred.* Familiarity with Infrastructure, Messaging, Security, and Mobility platforms is desirable.* Strong documentation skills.* Ability to absorb and retain information quickly.* Must be able to present ideas in user-friendly language.* Highly self-motivated and directed.* Keep attention to detail.* Proven analytical and problem-solving abilities.* Ability to effectively prioritize and execute tasks in a high-pressure environment.* Experience working in a team-oriented, collaborative environment is desired.* Ability to work assigned shift (day/swing/graveyard).**LICENSES, CERTIFICATIONS AND REGISTRATIONS*** At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.* No Driving Responsibilities: Role does not require a driver’s license or insurance.**PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT**The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.* Primary work environment is in a climate-controlled office setting.* Work requires travel to attend meetings, trade shows, and conferences.* Incumbents may be required to work evening, weekend and holiday shifts.* Must be able to work in a fast-paced, high-demand environment.* Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.* Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.* Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.* Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.* Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.* Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.* Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.* Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.* The employee may be exposed to fumes or airborne particles including secondhand smoke.Reasonable accommodation will be made in compliance with all applicable law.As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. 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