Deskside Services Technician

Deskside Services Technician

Responsible for providing onsite service and support to our Executive Leadership Team and our Golden Entertainment team members at our Corporate Office. The technician will act as our IT technical resource working on assigned open tickets to resolve technical issues in a timely fashion. This relates to all technology, including but not limited to workstations, printers, networked devices, telephony, audio/video, conference room technology, network, and vendor specific hardware and software. Serve as a senior technical resource assisting both end users and less experienced support personnel in effectively identifying issues and using effective troubleshooting techniques to resolve end user technical issues.

Essential Functions and Responsibilities:

• Deliver VIP white glove customer service to our Executive Leadership
• Deliver exceptional customer service when addressing end user requests
• Serve as a user facing technical resource and works in collaboration with engineers and other senior staff as needed to provide effective end user support and issue resolution
• Deliver new and repaired equipment to end user locations and verify operation and printing with all applications
• Document all work completed in the IT ticketing system per department policy
• Develop, edit, and maintain high-quality documentation, including technical specifications, standard operating procedures, and online knowledge base content
• Route unresolved issues to the appropriate escalation resource and communicate with them to ensure that the request is followed to completion
• Manage escalated customer tickets in a timely and effective manner
• Assist colleagues in troubleshooting complex operating problems
• Coordinate the repair and return of defective equipment with appropriate vendors
• Support users with special information requests. Recommend hardware and software if appropriate
• Closely collaborate with service management, applications support and other IT team members on timely resolution of customer service issues
• Install, setup, repair and update A/V equipment, devices and software as required
• Track equipment's shelf life throughout the company and help replace the equipment and software as needed
• Able to disassemble old equipment and build new equipment using new hardware
• Promote secure desktop environments by reviewing known security practices, and current threats
• Work with the team leaders in resource identification and planning
• Demonstrate outstanding customer service through maintenance of high quality and integrity of the work environment
• Manage multiple priorities and projects simultaneously
• Creating, splicing, punching down and verifying cables in 66 blocks, 110 blocks, and patch panels on network racks, as well as termination in walls and on floors using RJ45 jacks, and other various terminations as required
• Assist with telephone equipment installation, troubleshooting and repair
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company's guest service culture standards
• Perform other duties as assigned

Requirements:

• Three years with Golden Entertainment IT or 4 to 6 years of experience performing in a senior technical support or help desk role in a large enterprise environment
• Prior experience supporting Executives is preferred
• Prior casino / hospitality / guest service experience preferred
• GMS/ Pandora /Synkros experience preferred
• Prior experience with but not limited to the following telecommunications systems; Mitel Telecommunications, VOIP, SIP Phones, Mitel voicemail preferred
• Prior experience with Crestron control systems preferred
• Prior experience using the service desk model (ITIL) to provide service, use of escalation path, and understanding of the appropriate technical group to escalate to is highly desired
• Prior experience working in a fast paced, rapidly changing environment that places high value on the security and confidentiality of company data
• Ability to listen and analyze end user needs
• Network switch configuration and low voltage knowledge preferred
• General knowledge of but not limited to the following products; Microsoft operating systems, Microsoft Office programs and suites, Mac operating systems and programs, Adobe programs, InfoGenesis POS, and various gaming systems
• Proven knowledge of methodology to troubleshoot issues with computer systems, audio / visual systems, telecommunications systems, and wiring
• Excellent interpersonal skills
• Maintain professionalism, and confidentiality at all times
• Certification in A+, Net+, Sec+ is preferred
• Bachelor's degree in computer science or information sciences from a four-year college or university; an equivalent combination of education and experience will be considered
• At least 21 Years of Age
• High School Diploma or Equivalent required
• Ability to effectively communicate in English, both written and verbal
• Obtain and maintain all work cards as required by the company
• Verify right to work in the United States

Physical Requirements:

• Occasionally push/pull up to 50lbs.
• Occasionally lift and/or carry up to 50 lbs. at floor, knee, waist, and chest levels
• Regularly Squat, kneel, reach, bend, twist
• Frequently sit and work at a desk or computer
• Frequently standing and walking
• Ability to communicate using in-person speech, radios, and telephone
• Ability to hear, understand, and distinguish speech and/or other sound in person
• Ability to distinguish between shades of color
• Ability to tools or equipment requiring a high degree of dexterity
• Proven ability to maintain a high level of concentration over an extended period of time

Work Environment Potential Conditions:

• Indoor
• Smoky
• Noisy