IT Service Desk

SUMMARY:

The Help Desk role is to ensure proper computer operation so that end users can accomplish business tasks.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Receiving, prioritizing, documenting, and actively resolving end user help requests.
• Problem resolution may involve the use of diagnostic and help request tracking tools.
• Priority function is to facilitate the daily changing of slot verifier roles in Slot System.
• Facilitate and document the Slot Verifier role changes on a daily bsis and make any approved necessary changes as needed.
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue within the help desk system.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems.
• Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution.
• Apply diagnostic utilities to aid in basic troubleshooting.
• Perform documented resolutions and analyze trends for ways to prevent future problems.
• Develop help sheets and frequently asked questions lists for end users.
• Perform other duties as assigned.

EDUCATION and/or EXPERIENCE

• Minimum 21 years of age.
• Must possess a local valid driver license.
• Must obtain a Gaming registration.
• Associate degree in any computer course or two (2) years in a computer technical school.
• Experience with Micros POS.
• Knowledge with various printers, including but not limited to HP, Lexmark, IBM; and software applications including, but not limited to, Microsoft Word, Excel, and Outlook, preferred, but not required.
• Familiarity with AS400 platform is preferable.
• Excellent communication and people skills required for dealing with end-users and co-workers.
• Quick, accurate and able to handle several tasks at once.
• Must be computer literate.
• While performing the duties of this job, the employee is required to walk for extensive periods or to and from areas repeatedly when required by onsite calls.
• Must be able to move and/or carry equipment to various locations.
• Must be able to lift objects 10 pounds or up.
• The noise level in the work environment is usually quiet unless working onsite to solve problems.

LANGUAGE SKILLS

• Must be able to read, write, speak and/or interpret simple sentences in English.
• Must be able to communicate with managers, other employees and public customers.

MATHEMATICAL SKILLS

• Must be able to perform basic mathematics and rules of standard and metric measurement and have knowledge of formulas related to the computer field, including binary, decimal and hexadecimal calculation.
• Must know basic electronic theory and be able to perform basic electrical computations based upon Ohm’s Law.

INTERPERSONAL SKILLS

• Excellent customer service skills are essential
• Must be able to interact with managers, other employees, vendors, sales representatives and public customers.
• Must be able to work cohesively with co-workers and work as a team.
• Ability to carry out instructions.
• Ability to maintain a positive attitude towards customers, co-workers and other department staff.

EQUIPMENT USED

• Computer * Small hand tools for computer repairs

DISCLAIMER:

This job posting is intended to describe the general nature of this position. It is not intended to be an exhaustive list of all responsibilities, duties and skills required. Employee benefits may vary by location, position, length of service and employment status.

Final candidates will be required to complete a drug test and background check. Many positions will require a state gaming license. Affinity Gaming is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.

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