IT Service Desk Technician

Cache Creek Team Position

Being a part of the Cache Creek team comes with amazing benefits:

• Great Pay
• Opportunities to Grow
• Gas Discounts
• Dental Insurance
• Life Insurance
• Paid Time Off (PTO)
• Recognition Program
• Free meals in our Employee Dining Room
• Weekly Paychecks
• Affordable Healthcare
• Medical Insurance
• Vision Care Insurance
• 401k Savings Plan
• Tuition Reimbursement
• Employee Discounts
• Direct Deposit

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.

This job does not have any supervisory responsibilities.

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.

Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram, mathematical or schedule form.

Age Requirement: Must be at least 21 years of age.

Certificates, Licenses, Registrations: Cache Creek Casino Resort Tribal Gaming License. Must have CompTIA A+ Certification.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodations.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk, reach with hands and arms; and stoop, kneel, crouch or crawl. The employee may occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job with or without reasonable accommodations.

While performing the duties of the job, the employee is occasionally exposed to wet and/or humid conditions, secondhand tobacco smoke, and the risk of electrical shock. The noise level in the work environment is usually moderate.