IT Support Help Desk Agent

Information Technology Senior Support Help Desk Agent

Starting at $14.78 per hour | Third shift to include weekends and holidays

In this fast-paced, digital environment where information technology is essential, how do we ensure our information technology projects are kept on track and delivered in a timely manner? As an Information Technology (IT) Senior Support Help Desk Agent, you will provide expert-level phone support, delivering top-notch customer service to end-users while demonstrating strong team leader skills. While carrying out the job duties listed below, you will contribute to our continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, and personal and professional dedication to our mission, vision, and values.

Principal Duties and Responsibilities (Essential Functions)

1. Provide expert-level help desk support for technology issues, both via telephone and remote assistance, encompassing software, hardware, and telephone inquiries from Potawatomi staff in Milwaukee and Carter Casinos.
2. Perform job duties in full compliance with departmental internal controls, policies, procedures, and regulations.
3. Lead the Helpdesk support agents in the day-to-day operations, new hire training, new software and applications, and actively engaging with all departments to address software and password-related issues.
4. Assist in troubleshooting known and new issues, to help guide the Helpdesk Support Agents to effective problem resolutions.
5. Take a proactive approach to problem-solving and continuous improvement. Collaborate with the IT System Technicians to efficiently escalate issues to a 2nd or 3rd tier support team when necessary.
6. Document and track all helpdesk calls accurately in an advanced ticket tracking system.
7. Create and maintain all helpdesk records and files.
8. Assist with creating, preparing, and communicating reports to leadership as necessary.
9. Collaborate with the Identity Access Management team to assist in the creation or modification of user accounts and application settings.
10. Support in overseeing the company's mobile device management program and carry out necessary maintenance, ensuring proper configurations and installations as needed.
11. Perform additional responsibilities as assigned.

Job Qualifications

1. A high school diploma or equivalent required. An Associate's degree in Computer Science or related field preferred.
2. Possess a minimum of 1 year of Helpdesk Agent experience; 2 years of related experience is preferred.
3. Proven track record of successful performance in a help desk or similar capacity, highlighting advanced troubleshooting skills.
4. Exhibit proficiency in utilizing standard office equipment and possess intermediate knowledge of Microsoft Windows 10, 11 and Office 2016/365.
5. Display the ability to maintain confidentiality when handling sensitive information.
6. Interact with guests and team members in a highly professional manner, showcasing strong interpersonal skills.
7. While performing the duties of this senior role, regularly engage in effective communication and demonstrate dexterity in using hands to handle objects, tools, or controls. Operate a personal computer with ease and when necessary, lift or move up to 10 pounds. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Working Conditions

The noise level is usually moderate to loud. When on the casino floor, the noise level increases. The facility is not smoke free. While performing the duties of this job, the team member occasionally works in enclosed spaces and may occasionally be required to drive a personal vehicle.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all qualifications, responsibilities, duties, and skills required.