IT Help Desk Technician

Acts as the liaison between customers and technical escalation staff members. Responds to end user support requests, logs detailed trouble tickets in tracking system, and troubleshoots end-user issues with systems, physical and virtual desktops, printers, and other technologies. Assists with end-user technical needs or escalates reported problems to relevant I.T. staff members as needed. Maintains I.T. inventory and equipment. Provides assistance for technology-related projects, responds to I.T.-related inquiries, and provides solutions to technical problems or inadequacies.

Essential Duties & Responsibilities:

• Manage end user requests while maintaining customer friendliness and meaningful interactions, creating detailed tickets, provide timely updates or resolution, provide necessary training, and escalating requests to appropriate IT personnel.
• Cooperate, communicate, contribute, and assist IT staff members with assigned tasks, projects, and troubleshoot system, network, and IT hardware related issues.
• Maintain IT inventory of supplies, toner, devices, and peripheral equipment considered consumable and essential to continue operations. Inventory maintenance also includes maintaining and stocking parts for mission critical systems, services, or operations.
• Perform routine technical duties, exercise problem solving skills, contact and cooperate with technical support companies to resolve high priority or high impact problems. Must be able to document and develop, as needed, new Knowledge Base documents to be shared with the IT department.
• Provide responsive first line PC, networking and system support to customers either via the telephone, email or using remote control software according to operational procedures to either resolve the problem or re-direct to the appropriate team member.
• Escalate problems to management to ensure any inconvenience to the customer is minimized and service levels are met.
• Communicate complex advice and give guidance or training to technical and non-technical.
• Diagnose and resolve end-user network or local printer problems, PC hardware problems, email, internet, and local-area network access problems, with assistance of network engineers as required.

• Maintain a cooperative and team-oriented attitude (e.g., work toward team goals and foster a collaborative and positive work environment; put the team first; assist coworkers; treat all coworkers with kindness, courtesy and respect; never engage in negativity; maintain openness to coaching, learning and improving; receptive to change and willingness to embrace challenges with team-spirit).

• Develop a thorough knowledge of services, room locations, amenities, surroundings (e.g., gift shop, restaurants, theater, etc.), providing accurate directions, and information for guest inquiries about promotions and special events.

Additional Responsibilities:

• Review existing Knowledge Base documents and update as required
• Create Knowledge Base documents for learned technical solutions
• Create Knowledge Base documents for previously undocumented processes and procedures
• Review current processes and communicate recommended changes to supervisor

• Assist with training.
• Work odd and unusual hours, including weekends and holidays.
• Other duties as assigned or as directed.

Required Skills:

• Ability to analyze potential problems and select proper course of action
• Ability to install, configure and troubleshoot complex I.T. systems
• Must possess strong verbal, writing, and typing skills
• Ability to quickly grasp new concepts
• Ability to apply logic and reasoning to quickly determine effective approaches to challenging problems
• See specific technical requirements below

Education & Experience Requirements:

• High School Diploma or GED Certification
• I.T. related certification(s) or college degree is preferred
• An associate’s degree in computer networking or related field is preferred
• Two (2) year experience in a Microsoft environment is preferred
• Experience in a call center environment is a plus
• See additional technical experience and proficiency requirements below.

Licensing & Certification Requirements:

• Network + or A+ certifications are desired. Any additional I.T. certifications are a plus.

Computer Equipment, Software, and Machinery Requirements:

• Moderate expertise with Microsoft desktop OS is required. Experience in a Microsoft environment is a plus.
• Experience in a Virtualization system (e.g., Vmware, Citrix) is a plus.
• Experience in a Cisco environment is a plus.
• Experience in a Linux environment is a plus.
• Experience in audio/video systems is a plus.
• Experience in point of sale systems is a plus.

Essential Physical Requirements:

• The job requires the ability to hear, sit, stand, talk, walk, see, and repetitively use hands 51-100% of the time.
• The job requires the ability to bend over, crouch/stoop, drive, kneel, reach overheard and turn/twist 25-50% of the time.
• The job requires the ability to carry and lift 1-25 lbs. 51-100% of the time.
• The job requires the ability to push/pull, carry, lift, slide and transfer 1-50+lbs. 25-50% of the time.

Essential Mental Demands:

• The job requires the ability to problem solve, organize, plan, make decisions, interpret data, read, write and use of math skills 51-100% of the time.

Supervisory Responsibilities:

• None.

Work Environment (inside/outside):

• The duties are performed primarily indoor with occasional exposure to hot and cold temperatures, loud noises and confined spaces.

Other Requirements:

• Obtain and maintain a gaming license through the Pueblo of Laguna’s Gaming Control Board and must provide/maintain a valid New Mexico drivers’ license.
• Must pass a pre-employment alcohol/drug screening.