Help Desk Technician (IT)

SUMMARY:

Responsible for contributing to the successful prioritization and completion of daily Information Technology functions and support. Ensure optimum service quality for existing environments; continued innovation, evaluation, and adoption of new technology solutions; guarantee satisfaction in accordance with the department’s and Company’s high standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following:

• Assist in prioritizing and verifying all Information Technology support and managed services tickets, ensuring the Information Technology department provides immediate support and prompt resolution to issues.
• Ensures prompt escalation as needed.
• Assist the user in resolving all computer-based issues. 
• Assist in developing, documenting, and maintaining support procedures.
• Assist in developing and maintaining technical documentation for all production systems and active projects within the enterprise.
• Install and configure workstations, printers, and other IT-related equipment.
• Perform daily preventive monitoring; verifying the integrity and availability of systems & applications, databases, systems, and key processes; reviewing system and application logs when necessary.
• Ensure the service desk is meeting all defined SLAs while maintaining a high level of customer satisfaction.
• Conducts an inventory of all systems on the property and maintains accurate records by updating information as needed.
• Maintain a working knowledge of all appropriate software and network applications.
• Install, deploy, maintain, and/or rebuilding of existing workstation environments.
• Configure hardware, peripherals, services, settings, profiles, storage, security access, etc., following department policies and procedures.
• Maintain patches and security updates regularly and upgrade systems, applications, tools, and utilities to ensure the department follows established compliance and standards guidelines.
• You are required to assist the application and network team as needed.
• Communicate with the team and key stakeholders on project and assignment progress

• Responsible for maintaining a consistent, regular attendance record.
• Perform other duties as assigned. 

EDUCATION / EXPERIENCE:

Requirements:

• Active Directory
• Windows 10
• Office 365
• Basic networking
• Printers
• MAC Support
• Customer-focused 

Preferred:

• A+ Certification
• ITIL Foundation
• Casino experience