IT Help Desk Technician

  Summary of Duties 

Perform quality work within deadlines with or without direct supervision. Interact professionally with other team members, guests, and suppliers. Work effectively as a team contributor on all assignments. Work independently while understanding the necessity for communicating and coordinating work efforts with other team members and organizations. Maintain strict privileged, proprietary, guest, and employer confidentiality during and beyond the term of my employment. Adhere to all work rules, policies & procedures, and safety standards.

Position Purpose

The IT Helpdesk Technician is responsible for providing technical support to Casino team members by troubleshooting, maintaining, and optimizing computer systems, networks, and software applications. This role ensures the seamless operation of IT infrastructure by addressing daily technical concerns, managing system updates, and assisting with installations and configurations. Additionally, the technician creates documentation for future issue resolution and develops user-friendly guides to improve overall efficiency. Working in both office and casino environments, the IT Helpdesk Technician plays a vital role in maintaining a secure and reliable technology ecosystem, supporting business operations, and delivering excellent customer service.

Knowledge, Skills, and Abilities 

• Provide technical and network systems support to Casino team members, ensuring smooth operation and connectivity.
• Deliver hands-on technical support for system maintenance, training, exercises, and operational needs across servers, including Windows servers, SQL databases, Internet web servers, and associated applications.
• Respond to inquiries via phone, email, chat, or in-person, ensuring timely resolution.
• Perform routine system administration duties, assisting with user account management and basic administrative tasks.
• Install, configure, and maintain computer systems, applications, and peripherals.
• Manage software installations and upgrades, overseeing patch evaluations, system enhancements, and resolution of software-related issues.
• Execute system backups and recovery procedures to ensure data integrity and business continuity.
• Collaborate with IT teams to escalate complex technical challenges and implement effective solutions.
• Document and track support requests using a ticketing system for efficient follow-up and resolution.
• Develop user-friendly how-to guides to assist team members with common technical issues and best practices.
• Ensure compliance with internal control policies by performing all duties in accordance with established Casino IT Policies and Procedures.

· Perform other duties as assigned, adapting to the dynamic needs of the Casino’s IT environment.

  Education/Qualifications 

· High School Diploma.

· 2 years related experience or equivalent.

Licensing

· Must be able to obtain and maintain the required Gaming License

Work Requirements 

Requires problem solving skills, and the ability to communicate effectively. Position involves prolonged walking, stooping, or bending, lifting, or carrying up to 50 pounds daily. Work is performed in a casino environment with varying levels of lighting, air quality, noise, and / or temperature.

Acknowledgement 

I have read and understand the above job description. This job description is intended to describe the general nature and level of work being performed and not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required. I assert that I am able to perform the essential duties, meet the physical requirements of this position, and satisfy the expectation for regular attendance.