IT Help Desk Technician

Management reserves the right to change the essential duties of this position description from time to time as necessary.

POSITION OVERVIEW:

Assists internal users with hardware and software issues related to desktops, laptops, printers, and other casino systems. Responsible for the documentation of all phases of the resolution process.

This position ensures the confidentiality, security, and accuracy of guest’s records, and promotes positive guest and team member relations. Strong written and verbal communication skills are required and outstanding guest service to fellow team members, guests, vendors, etc. is expected. Regular attendance is required, and on occasion, later hours or weekend time may be required with project deadlines and a neat well-groomed professional appearance is essential at all times.

SUPERVISORY RESPONSIBILITY:

This position does not have any supervisory responsibilities.

ESSENTIAL FUNCTIONS:

The essential function of the IT Help Desk Technician includes but is not limited to:

• Customer service is a top priority.
• Directly responsible for responding to calls and/or e-mails sent to the Casino’s IT Help Desk in a timely and professional manner.
• Provide hardware and software support for Casino desktops, laptops, printers and other Casino systems.
• Directly responsible for documenting all phases of the troubleshooting process, including resolution and closing open work orders.
• Escalates issues to the next level of support when warranted.
• Understands and performs in accordance with the Casino’s “Soaring Services Program.”
• Accountable for responsible and confidential handling of the Casino’s System information.
• Understands the Casino’s Disaster Plan and his/her responsibility.
• Understands and adheres to all regulatory, Tribal, Casino and department rules, regulations, policies and procedures.
• Performs other duties as assigned.

EDUCATIONAL, SKILL AND EXPERIENCE REQUIREMENTS:

A High School Diploma or GED is required for this position. A basic working knowledge of Information Technology equipment and systems is required.

Must have one (1) years of technical training or related computer experience preferred, and six (6) months of experience in a computer related field, A Certification and additional experience with technical/electrical devices highly desired.

This position requires knowledge of Microsoft Office, Outlook, Windows 8/7/XP/Vista and other Windows products, network operations, PC and application troubleshooting techniques highly desired. Must be able to work independently with minimal supervision and insure that projects are completed by or before the deadlines.

Must be 21 and older and have the ability to obtain and retain a Washington State Class III Gaming License; successfully pass a pre-employment drug screen.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position.  

While performing the duties of this position, the employee is frequently required to stand; walk; use hands to finger; handle; feel; or grip objects, stretch and/or reach with hands and arms; stoop; crouch or work in cramped or awkward positions; repetitive motions.  This person may regularly lift and/or move up to 30 pounds.  Specific vision abilities required by this position include close vision, distance vision, depth perception, and ability to adjust to focus.   

ENVIRONMENT:

The environment characteristics describe here are representative of those a team member may encounter while performing the essential functions of the position.

Primarily indoors and may be exposed to heavy smoke and fluctuations in temperature while in and around the Casino and/or Hotel.  May also, from time-to-time be exposed to noise from slot machines, customers, music and public announcement system, as is common in a Casino and/or Hotel environment. Lucky Eagle Casino & Hotel operates in a 24/7 environment.

PROPERTY REQUIREMENTS:

In support of LEC&H’s Pride in Property values, this position, like all LEC&H positions, assists with the daily cleaning of public and team member spaces, ensuring all team members   properly cleaning (to property standards) and sanitized; examples of daily cleaning protocols include but are not limited to the cleaning of work areas, machines, equipment, using cleaning and sanitizing agents and report of any and all cleanliness issues.