IT Service Desk Technician

Onsite in Brooks, CA, this hands-on IT role helps keep end-user technology running smoothly. You will be the first line of support for desktop-level issues, working through requests, troubleshooting, documentation, and escalation when needed to support Service Level Agreement expectations. Cache Creek Casino Resort offers great pay and a benefits package designed for stability and growth, including PTO, healthcare, 401k, and tuition reimbursement.

Responsibilities

• Provide in-person, hands-on desktop support and ensure proper systems operation
• Receive, prioritize, document, and actively resolve end-user service requests, escalating incidents when required to meet defined SLAs
• Deliver first contact support for incoming requests through telephone, web portal, email, and chat, focused on courteous and timely resolution
• Identify issues affecting Cache Creek systems and take initial or complete steps toward resolution
• Troubleshoot using different diagnostic techniques and diagnose/resolve technical hardware and/or software problems aligned with SLAs
• Escalate incidents with accurate documentation to the appropriate technician when necessary
• Maintain records of problems and resolutions using the provided ticketing system (e.g., ServiceNow)
• Build rapport with service desk customers, elicit details, and follow up as needed
• Research solutions through internal and external knowledgebases
• Maintain technical documentation and a service catalog for software installation, hardware configuration, and troubleshooting
• Support desktop fixes when remote tools are not appropriate, including hardware repairs and delivery of peripherals
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Test fixes to confirm incidents are adequately resolved
• Create help sheets and FAQ lists for end users, and contribute to the technical knowledgebase
• Alert management to emerging incident trends, suggest improvements to procedures, and provide feedback for process enhancements
• Deploy pre-packaged software using distribution tools and processes as requested by end users

Requirements

• 1 year related experience and/or training
• Experience with desktop and server operating systems, including latest Windows versions
• Extensive application support experience with the Microsoft Office productivity suite
• Working knowledge of a range of PC diagnostic utilities
• Previous experience supporting a gaming organization preferred
• Basic computer hardware knowledge (desktop and laptop systems)
• Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals
• Ability to calculate discounts, interest, commissions, proportions, percentages, area, circumference, and volume; and apply basic algebra and geometry
• Ability to define problems, collect data, establish facts, draw valid conclusions, and interpret written, oral, diagram, mathematical, or scheduled instructions
• Must be at least 21 years of age
• Cache Creek Casino Resort Tribal Gaming License
• CompTIA A+ Certification

What You’ll Use

• Windows, Microsoft Office, ServiceNow, CompTIA A+

Benefits

• Great Pay with weekly paychecks
• Opportunities to Grow
• Gas Discounts
• Medical Insurance, Dental Insurance, Vision Care Insurance
• Life Insurance
• Paid Time Off (PTO)
• Recognition Program
• Free meals in our Employee Dining Room
• Affordable Healthcare
• 401k Savings Plan
• Tuition Reimbursement
• Employee Discounts
• Direct Deposit

Work Environment & Physical Demands

• Regularly required to sit, use hands, and talk or hear; occasionally required to stand, walk, reach, and stoop/kneel/crouch/crawl
• May occasionally lift or move up to 50 pounds
• Specific vision abilities required by the job include close vision
• Occasionally exposed to wet or humid conditions, secondhand tobacco smoke, and the risk of electrical shock
• Noise level is usually moderate