What are the responsibilities and job description for the IT Help Desk Analyst position at Muckleshoot Casino Resort?
Internal Only Posting
WHAT YOU’LL DO
- Exemplify MCR’s values and set a great example by always demonstrating excellent guest service and professionalism.
- Provide 1st level support to the business users, by analyzing and resolving IT problems via phone and email.
- Support/troubleshooting of moderately difficult hardware, software, network, mobile device, remote user, and phone related issues within a large enterprise environment.
- 1st level identification and escalation of Major Incidents using the approved IT process.
- Maintains passwords, data integrity, system security for the desktop environment, and confidentiality of all IT issues/systems/problems/tickets.
- Document all work performed through a ticket tracking system and effectively track and route incidents to the appropriate teams within IT Conducts site surveys and implements moves; adds/changes modifications to existing equipment through work-request system.
- Assist in creating knowledgebase articles, checklists, FAQs, and End User training.
- Stay current with system information, changes, and updates.
- Follow all standard Helpdesk policies and procedures.
- Create, maintain, and facilitates a positive and safe work environment; promote positive team member relations and reports issues to appropriate personnel.
- Perform other job-related duties as assigned.
WHAT YOU’LL BRING
- Two (2) years of computer support experience with knowledge of Microsoft Desktop OS, IP Networking, computer hardware and PBX telephone systems.
- Associate Degree in Computer Science or equivalent is a plus!
- CompTIA A Certification, MS 365 Fundamentals, ITIL V4 or other entry level IT certification preferred.
HOW YOU’LL BE SUCCESSFUL
- Skilled in developing interpersonal relationships when interacting with users, managers, team members, internal and external guests.
- Ability to explain complex IT concepts to end-users effectively in both technical and non-technical terms.
- Ability to work independently in a fast-paced environment and exhibit strong written and verbal communications skills.
- Ability to work overtime as needed to meet department project timelines.
- Ability to listen to and understand information and ideas presented through spoken words and sentences.
- Ability to communicate information and ideas in speaking and writing so others will understand.
- Ability to tell when something is wrong or is likely to go wrong.
- Ability to apply general rules to specific problems to produce answers that make sense.
WHAT TO EXPECT
- Availability – Ability to work 40 hours per week, holidays, weekends, and nights to support a 24/7 operation.
- Physical – Ability to maneuver in all areas of casino, ascent/descent from stairs, frequent standing, walking, sitting, reaching, stooping, kneeling, or crouching, and/or prolonged periods of time focusing on tasks. Ability to lift at least 25 lbs. May regularly need to lift/ move, push or pull up material or boxes necessary to the job function, with or without assistance.
- Environment – Exposure to environmental tobacco smoke (ETS) while working and traversing on the gaming floor.
