Helpdesk Assistant Jobs in Iowa (NOW HIRING)

Pay

$21.50 - $25.50 per hour

Position Summary

$21.50 - $25.50 / hour (including premium pay) and 40 hours of paid time off upon hire

AUDIO VIDEO Technicians are integral members of the organization’s community as they work to support the Elite Casino Resorts mission and vision. They provide services necessary for a high-quality technology experience. AUDIO VIDEO Technicians are expected to adhere to ethical standards of professional conduct and act in a manner consistent with the organization’s code of business ethics including but not limited to maintaining confidentiality, excellence, integrity, respect, responsibility, and trustworthiness.

The AUDIO VIDEO Technician I role is a front line, customer facing position. This role is primarily responsible for event TECHNOLOGY DELIVERY INCLUDING: ENTITLEMENT ADMINISTRATION, EVENT SERVICE AND SUPPORT, EVENT equipment, EVENT maintenance, EVENT AND ORGANIZATION audio, and EVENT AND ORGANIZATION VIDEO equipment INCLUDING deployment, SERVICE, and delivery, computer and peripheral EQUIPMENT deployment as required by events or TECHNOLOGY departmental HELPDESK requests, as well as events problem resolution.

Reports to

Technology MANAGER OF AUDIO VIDEO ENGINEERING

Department

Technology

Essential Duties & Responsibilities

• Entitlement services – ADMINISTERS PASSWORD RESETS AS NEEDED.
• Procurement –Gather information from end user opportunities and evaluate their job requirements OR THE REQUIREMENTS OF AN EVENT OR FUTURE EVENTS to determine hardware, software, or system functional specifications, design a solution, and propose to leadership. Assist teammates with inventory control, asset disposal, shipping and receiving.
• Equipment deployment – Deploy telephone, computing, and peripherals by ASSISTING TEAMMATES DEPLOY system images IN SUPPORT OF EVENTS, ORGANIZATION PROJECTS, AND IN COLLABORATION WITH BRIDGING ON-CALL SUPPORT. CONFIGURE REPLACEMENT TELEPHONES FOR THE ORGANIZATION AS NEEDED. ASSIST WITH CABLE PATCH MANAGEMENT IN DATA ROOMS UNDER SUPERVISION.
• Patch management – Assist with patch management OF AUDIO VIDEO SYSTEMS by COLLABORATING WITH TEAMMATES creating, testing, and deploying security and software version updates to company AUDIO VIDEO assets, troubleshooting and remediating any issues or concerns while maintaining the appropriate priority, and the following the escalation process.
• Ticket handling AND HELPDESK– Assist end users with break/ fix troubleshooting, equipment moves, and recurring compliance related responsibilities based on priority and document key findings/developed solutions WITH AN EMPHASIS ON EVENT / BEO REQUESTS FOR SERVICE AND SUPPORT. Answer department helpdesk telephones on 1st ring. Triage incoming calls for assistance, while creating a helpdesk ticket. Escalate, hand – off, or transfer trouble calls outside ability, training, or experience to the appropriate department resource according to TECHNOLOGY DEPARTMENT PROCEDURES.
• On call duties – Participate in the after-hours on-call PROCESS BY BRIDGING THE GAP WHEN ENGINEERING TEAM MEMBERS ARE NO LONGER ONSITE AND AUDIO VIDEO TEAM MEMBERS ARE ONSITE to TRANSFER INBOUND HELPDESK CALLS RECEIVED TO ON-CALL SUPPORT TEAM MEMBER, REPORT system alarms, respond to critical end user technical needs IN COLLABORATION WITH ENGINEERING TEAM MEMBER ON-CALL AND WORK WITH ENGINEERING TEAMMATE TO remediate business impacting events.
• Monitoring – Actively monitor company AUDIO VIDEO technology assets by watching monitoring tools and respond when thresholds are exceeded to rectify the root cause. THIS TASK WILL BE IN COLLABORATION WITH ENGINEERING TEAMMATES.
• Compliance auditing – Assist with regular and ongoing compliance audit review related to AUDIO VIDEO TECHNICIAN JOB REQUIREMENTS INCLUDING BUT NOT LIMITED TO entitlement review, log evaluation, security events, and evaluate the results to determine and document compliance status.
• Enterprise Printing – Support the enterprise workgroup/desktop printer and multi-function (print, copy, scan, fax) fleet configuration and by working with ENGINEERING TEAMMATES to maintain the necessary supplies, maintenance kits, and problem resolution
• Move Add Change – Apply change management when delivering AUDIO VIDEO application and database specific modifications requested by end users AND EVENTS. COLLABORATE WITH ENGINEERING TEAMMATES TO coordinate modifications to physical work space and/or technology equipment.
• Documentation - Assist with writing documentation related to all aspects of the essential duties defined here to be used as process and procedure guidelines. Provide documentation to complete ticket handling that includes step by step guidelines for the action taken.

• Vendors - COORDINATE problem resolution activities with 3rd party vendors including ticket creation and remote access. Escort problem resolution activities with 3rd party vendors including ticket creation and remote access.

• Team Mentoring - Receive guidance and constructive feedback from other team members.
• Automation - Design, test, and create AUDIO VIDEO software CONFIGURATIONS related to or running on top of machine operating systems as it pertains to software ENHANCEMENTS, repairs, and vendor-supplied patches including documenting the end result / solution.
• EVENT SERVICES – Connect, test, deliver, set, strike, and operate systems, or individual components related to guest or corporate events EXCEEDING EXPECTED QUALITY. DELIVER NEAT, LOGICAL, CABLE ROUTING SOLUTIONS FOR EVENTS. BE APPROACHABLE AND TRANSPARENT WHEN COLLABORATING WITH EVENT SERVICES TEAMMATES, EVENT POINTS OF CONTACT, AND GUESTS.
• LIVE PERFORMANCE MANAGEMENT - Operates and maintains live performance equipment. Supervise, communicate, execute band processes, advance shows, and deliver payments. Connect and test (sound check) band TO develop AND DELIVER a high quality, musically balanced, tonally relevant mixture of band instruments and vocals, by genre, at sound levels to the limits communicated by ECR Management.

Educational and Experience Requirements

• An Associate’s degree (A.A.), 2-4 years College or Technical Training at an accredited institution in the field of live sound reinforcement, and/or 1 year of directly related work experience is required. Additional requirements include:

• Good working knowledge of Audio, Video, and Lighting systems hardware types and functionality.

• Good working knowledge of computer hardware, software, and peripheral equipment.

• Basic signal flow and troubleshooting knowledge of Audio, Video, and Lighting systems; familiar with multiple symptom scenarios.

• Good working knowledge of Audio, Video, and Lighting systems connectivity and cable types in a multi input, and output, system environment.

• Good working knowledge of lighting controls and lighting fixtures in a show or performance environment.

• Experience executing instructions from hospitality event planners.

• Basic technical knowledge of live or recorded audio mixing.

• Basic technical knowledge of digital mixers and interfaces.

• Basic technical knowledge of loudspeakers.

• Basic technical knowledge of Video switching and signal management.

• Basic knowledge and ability to use Microsoft Office Products, especially excel, word and outlook.

• Experience in the gaming industry a plus.

Other Special Requirements

• Strong sense of urgency and driven to achieve results.

• Highly self-motivated with keen attention to detail and quality.
• Effective written and oral communication skills; good interpersonal skills.
• Actively listens, and communicates effectively in order to serve all event customer’s needs, exceeding expectations.
• Shares knowledge gained daily with teammates including new knowledge.
• Adhere to solutions that achieve best business practice/performance of all audio, video, lighting solutions.
• Ability to conduct independent research into issues and solutions.
• Proven strong diagnostic and problem-solving abilities.
• Ability to effectively prioritize operational tasks.
• Past involvement in a team-oriented, collaborative environment.
• Ability to manage multiple operational tasks simultaneously.
• Strong customer service skills.
• Attends all ECR mandatory meetings and training.
• Attends, and actively participates in, Technology meetings and trainings and Group Sales BEO meetings.
• Must be able to obtain and retain a gaming license issued by the Iowa Racing and Gaming Commission.
• Assure ongoing compliance with Elite Casino Resorts policies and procedures, Iowa Racing and Gaming Rules and Regulations, and any other local, state, or federal guidelines in both gaming and non-gaming departments with continuous monitoring and reporting.

Work Conditions & Physical Requirements

• While performing the duties of this job, the team member is regularly required to sit for extended periods of time.
• Dexterity of hands and fingers are required to operate a computer keyboard, mouse, and other computer components.
• The team member frequently is required to lift and transport up to 25 pounds, and occasionally lift and/or transport up to 50 pounds.
• This position will have an on-call rotation and require some after hours and weekend work as operational needs dictate.
• Valid driver’s license is required to facilitate onsite support at various locations.
• Travel may be required for some training. Travel may be required to support other Elite Casino Resort properties.

Work Schedule

• Typically Driven by Events and Live Performance music or events scheduling by BEO. Work schedule will either be four 10-hour or five 8-hour shifts according to business needs.