Support Jobs in Brooks, CA

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1d ago

IT Service Desk Technician

Cache Creek Casino Resort Brooks, CA

Brooks, CA

1d ago

$27 - $27/hr Full time Comptia Comptia A+ Desktop Support

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Job Description

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

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