Help Desk Technician

Join Treasure Island Resort & Casino onsite in Welch, MN to deliver first-level help desk support for computer and network issues while maintaining strong guest service.

Responsibilities

• Log, troubleshoot, diagnose, assign, track, and follow up on Help Desk calls and requests
• Coordinate problem solving between end users and IT staff to support fast resolution
• Escalate issues as appropriate
• Provide end user support for hardware and software systems
• Maintain, review, and update department documentation, including problem and solution documentation and procedures
• Maintain files for IT service requests
• Ensure proper protocols are followed for all submitted requests
• Track application and system documentation, plus training materials
• Monitor the Help Desk ticketing system and ensure work orders are assigned, updated, and handled per Help Desk procedures
• Train end users to maximize use of their systems
• Deliver technical support for multiple locations

Requirements

• 2-year degree in IT or related field, or equivalent Help Desk experience
• Demonstrated skills using software tools
• Hardware and software troubleshooting skills
• Accurate and detail-oriented approach
• Highly organized, with the ability to adapt quickly to changing priorities
• Excellent written, verbal, and interpersonal communication skills
• Ability to work in a team environment
• Excellent problem-solving skills
• Strong technical understanding of hardware, software, and networking systems
• Ability to work fast and efficiently
• Ability to follow established dress code policies and practice good personal hygiene
• Professional, courteous interaction with guests, coworkers, and management
• Ability to independently complete multiple tasks in a professional manner
• Clear, concise, and pleasant voice for communication
• Ability to sit for long periods with moderate walking and standing
• Ability to push, pull, and grasp objects routinely
• Ability to independently lift 25+ pounds routinely
• Manual dexterity for manipulating computer equipment and related peripherals
• Ability to perform repetitive hand and wrist motions
• Good eye-hand coordination

Pay

• $21.00/hour
• $2.00/hour shift differential on swing and grave shift

Required Training

• Treasure Island guest service training
• Any position-related training as determined by the department manager

Physical Demands

• Sit for long periods with moderate amounts of walking and standing
• Push, pull, and grasp objects routinely
• Independently lift 25+ pounds routinely
• Manual dexterity to manipulate computer equipment and related peripherals
• Repetitive hand and wrist motions
• Good eye-hand coordination

Working Environment

• Work primarily in the administration building
• May include the gaming floor (flashing lights, frequent loud noises, cigarette smoke)
• May include outdoor events
• Ability to work in cramped, tight quarters
• Flexible schedule required, including all shifts, weekends, and holidays
• Occasional overtime may be required
• Extensive computer use