IT Support Help Desk Agent

This role provides phone and remote help desk support to Potawatomi staff, addressing technology issues across software, hardware, and telephone systems. The position supports day-to-day IT operations, documents requests in a ticket tracking system, and escalates items to higher-tier support when needed.

Onsite Location

Milwaukee, WI (onsite)

Compensation

USD 15 per hour

Education

High school diploma or equivalent required. An Associate’s degree in Computer Science or a related field is preferred.

Responsibilities

• Provide help desk support for technology issues by telephone and remote methods for software, hardware, and telephone questions from Potawatomi staff at the Milwaukee and Carter Casinos.
• Support the IT Systems Support Supervisor with day-to-day operations, including coordination across departments for software and password-related issues.
• Collaborate with the IT System Support Analyst team to escalate issues to 2nd or 3rd tier support when required.
• Document and track all help desk calls using an effective ticket tracking system.
• Perform duties in full compliance with departmental Internal Controls, policies, procedures, and regulations.
• Complete other assigned duties.

Requirements

• High school diploma or equivalent is required.
• Associate’s degree in Computer Science or related field is preferred.
• 2 years of related experience is preferred.
• Help desk or similar experience is preferred.
• Ability to use standard office equipment and apply intermediate knowledge of Microsoft Windows 10/11 and Office 2016/365.
• Ability to maintain discretion when handling confidential information.
• Ability to interact with guests and team members professionally.
• Regularly required to talk and hear; frequently required to use hands to handle or feel objects, tools, or controls; reach with hands and arms; ability to operate a personal computer; may occasionally lift or move up to 10 pounds.
• Specific vision abilities required: close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Technologies

• Microsoft Windows 10
• Microsoft Windows 11
• Office 2016
• Office 365

Working Conditions

• Noise level is usually moderate to loud; increases on the casino floor.
• Facility is not smoke free.
• Occasional work in enclosed spaces.
• May occasionally be required to drive a personal vehicle.