IT Service Desk Technician

at  Cache Creek Casino Resort

SUMMARY

Provide in-person, hands-on service at the desktop level. Ensure proper systems operation. Receive, prioritize, document and actively resolve end-user service requests and escalate incidents when deemed necessary to maintain Service Level Agreement expectations.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Receive, prioritize and identify issues affecting Cache Creek systems, while taking initial or complete steps to resolve.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Build rapport and elicit problem details from service desk customers.
• Follow-up with customers.
• Provide quick resolution and excellent customer service.
• Alert management to emerging trends in incidents.
• Keep record of problems and their resolution leveraging provided ticketing system (e.g. ServiceNow)
• Perform troubleshooting using different diagnostic techniques
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues in alignment with defined SLAs
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure an incident has been adequately resolved.
• Develop help sheets and FAQ lists for end user consumption.
• Contribute to technical knowledgebase as needed
• Reinforce SLAs to manage end-user expectations.
• Suggest improvements on procedures
• Provide feedback on processes and make recommendations on areas to improve
• Deploy pre-packaged software using distribution tools and processes as requested by end users.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill and/or ability required.

EDUCATION AND/OR EXPERIENCE

One year related experience and/or training. Experience with desktop and server operating systems, including latest Windows versions. Extensive application support experience with Microsoft Office productivity suite. Working knowledge of a range of PC diagnostic utilities. Previous experience supporting gaming organization preferred.

COMPUTER SKILLS

Knowledge of basic computer hardware, including desktop and laptop systems.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry

SUPERVISORY RESPONSIBILITIES

This job does not have any supervisory responsibilities.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Receive, prioritize and identify issues affecting Cache Creek systems, while taking initial or complete steps to resolve.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Build rapport and elicit problem details from service desk customers.
• Follow-up with customers.
• Provide quick resolution and excellent customer service.
• Alert management to emerging trends in incidents.
• Keep record of problems and their resolution leveraging provided ticketing system (e.g. ServiceNow)
• Perform troubleshooting using different diagnostic techniques
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues in alignment with defined SLAs
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure an incident has been adequately resolved.
• Develop help sheets and FAQ lists for end user consumption.
• Contribute to technical knowledgebase as needed
• Reinforce SLAs to manage end-user expectations.
• Suggest improvements on procedures
• Provide feedback on processes and make recommendations on areas to improve
• Deploy pre-packaged software using distribution tools and processes as requested by end users