Service Desk Analyst I

Yaamava Resort & Casino at San Manuel; Highland (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

Yaamava Resort & Casino at San Manuel is seeking a Service Desk Analyst I to provide first-level IT support for end users. You will respond via phone, portal, chat, and email, diagnose issues, and guide users through solutions.

The role involves prioritizing incidents to meet SLAs, documenting steps, and deploying software to laptops, desktops, and mobile devices. Previous gaming industry experience is preferred, with day, swing, or graveyard shifts possible.

Qualifications

• Provide first level technical support via phone, portal, email, or chat to resolve end-user issues with courteous, timely service.
• Prioritize incidents to meet SLAs, escalate to appropriate technicians, and document actions taken.
• Record steps and resolutions in the ticketing system and update knowledge bases as needed.
• Deploy software to end-user endpoints (laptops, desktops, mobile devices).
• Assist with walk-ins and on-site support in a casino environment.
• Experience in the gaming/casino industry is preferred.
• Availability for day, swing, or graveyard shifts in a fast-paced setting.

Responsibilities

• Provides first level technical support for incoming requests via multiple channels to ensure timely resolutions and customer satisfaction.
• Prioritizes incidents and service requests to meet defined SLAs and escalates as appropriate.
• Uses diagnostic tools and knowledge bases to troubleshoot issues and guide users.
• Documents all actions and resolutions from initial contact to final closure.
• Assists with software deployment to end-user devices and prepares end-user guides.

Skills

IT Service Desk

Customer service

Problem solving

Communication skills

Remote support

Teamwork

Gaming industry familiarity

Education

High School Diploma or GED

Associate's degree preferred

Job description

Under 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 of f ice 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 suf ficient 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 of f ice 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 suf ficient to hear conversational levels