IT Help Desk I

**Starting Wage: $22.00/hr**

**Company Standards**

At Angel of the Winds, the World’s Friendliest, Casino Resort we require all employees to provide exceptional guest service with a positive and out-going attitude. We value all guests and team members through our guiding values; Welcoming, Engaged, Accountable, Customer Experience, and Team. We have a commitment to understand, define, and deliver what our guests want and represent our company by being professional and courteous to all.

**Responsibilities**

• Support our internal systems via end user support requests
• Completes projects/tasks and research as needed by tier II.
• Support basic Microsoft related technologies such as Windows Server, Exchange, SharePoint, Office, etc.
• Transport, adjust, clean and install/configure computing and related equipment.
• Maintain inventory of all equipment
• Provide computer troubleshooting and maintenance.
• Communicate with technology users and staff to understand, identify, document, and resolve problems
• Responds to user requests for service and determines nature and extent of support needed.
• Provides tier 1 support to end users and escalates to tier II if needed.
• Installs, configures, maintains, and troubleshoots a wide range of software and hardware used throughout casino operations.
• Performs hardware/software upgrades to computer equipment as needed.
• Answers and problem solve help desk tickets by email, phone or other forms of communication.
• Investigates appropriate areas of potential problems, investigates error messages and determines resolution
• Reinstalls program or replaces files that are causing errors.
• Trains users in basic and advanced use of hardware and software
• Maintains up-to-date expertise in the operation and application of the casino standard computer software and a working knowledge of a wide variety of commonly used hardware and software.
• Work nights, weekends and holidays as required.
• Performs other duties as assigned.

**Qualifications**

• Exceptional guest service skills required.
• Experience and/or education that enables performance of all aspects of the position.
• Understanding of installation, configuration and troubleshooting processes for software, hardware, networking and accessory equipment.
• Requires sufficient analytical skills to assess problems or unusual situations and develop solutions.
• Prefer a working understanding of the casino and individual department operations, goals and objectives relating to Computer & Communications Services.
• Prefer knowledge of how to assemble and disassemble computer components, including network cabling.
• Requires entry level knowledge of Microsoft Windows workstation & server environment
• Requires the ability to independently perform all of the duties of the position efficiently and effectively.
• Must be able to install, configure, troubleshoot and maintain all of the software applications and peripheral equipment used at the casino.
• Must have strong communication and training skills and be able to communicate technical information to non-technical users.
• Work nights, weekends and holidays as required.

**Certificates, Licenses, Regulations**

• Must be able to obtain and maintain a Class A/3 gaming license from the Stillaguamish Tribal Gaming Agency and Washington State.

**Physical Demands and Work Environment**

Constantly requires the ability to receive detailed information through oral and written communication. The position requires exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Requires repetitive movement daily with sedentary work, occasional bending and crouching. This is a 24 hour, 7 days a week work operation.