IT Helpdesk Support Carter - Wabeno, WI

Pay based on experience \| Shift is Thursday through Friday from 12:00 p.m. to 10:00 p.m.

Assist in ensuring computers, software, hardware, and related equipment at Potawatomi Casino Hotel is maintained in good working order at all times through general maintenance and troubleshooting. Assist in ensuring the security of all software and hardware. Provide excellent service to customers, vendors, and Team Members.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Responsible for providing customer service in person, via phone calls, via email, or through remote connectivity tools.

• Ensure a maximum level of Team Member and guest service throughout the property in and out of the department.

• Responsible for monitoring the help desk system and picking up tickets in a timely manner.

• Responsible for assigning tickets to second tier support

• Responsible for installing, configuring, and documenting all workstations, software, hardware, network and peripheral equipment.

• Documents customer issues and requests. Also documents internal procedures.

• Responsible for abiding by all IT Department Policies and Procedures within compliance of local, state, and federal regulations and Tribal MICS.

• Assist with installing and maintaining network cabling.

• Assist with administration, operation, maintenance, and upgrading, of all workstations, software, hardware, and peripheral equipment. This includes all printers/copiers/fax machines, the audio system, and the video system.

• Troubleshoots technical issues and finds resolutions to customer problems

• Assists with maintaining Potawatomi Casino Hotel assets (phones, computer, tablet, monitors, etc)

• Trains customers on the usage of hardware and software

• Supports and maintains assigned applications

• Evaluates Computer Scan Vulnerability results; apply fixes to vulnerabilities and escalate vulnerability to second level if unable to resolve or if vulnerability is outside help desk level

• Responsible for unlocking users in day-to-day applications

• Assist with the administration, operation, maintenance, upgrading, and troubleshooting of the Bingo Hall Management, audio, and video systems.

• Keep current with industry trends and technology to help maintain company’s competitive edge.

• Prepare written and verbal reports.

• Accountable for the accuracy and thoroughness of departmental records and reports.

• Support all smart phones and tablets.

• Participate in special projects and all other duties as requested by the IT Director and/or IT Manager.

JOB QUALIFICATIONS

• One year certificate in Computer Science or related field is preferred; a minimum of one year verifiable experience is required.

• Keep confidential data secure from outside.

• Ability to uphold complete confidentiality is required.

• Must display professionalism when representing Potawatomi Casino Hotel.

• Must work well with people, possess excellent customer service skills and sensitivity to diverse cultures.

• Clearly and effectively communicate verbally and electronically

• Must have strong analytical skills, with the ability to effectively diagnose problems

• Ability to both create and follow procedural instructions

• Excellent organizational skills and ability to maintain accuracy is required.

• Ability to maintain a professional demeanor in stressful situations is necessary.

• Experience with any 4 of the following application categories: Active Directory, Remote Help Tools, inventory management solutions, Mobile Device Management Solutions, Help Desk ticketing software, Exchange, Windows 10.

Working Conditions

The noise level is usually moderate. When on the casino floor, the noise level increases. The facility is not smoke free.

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.