Senior Help Desk - $25.00 per hour

Please note: a resume is required for this position

Pay Rate: $25.00 an hour with $2.00 an hour additional shift differential on swing and grave shift

SUMMARY: Coordinate daily Help Desk operations and provide high level technical support to team members on a variety of computer-and network related issues. Responsible for a high level of guest service as described in your departments guest service standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Facilitate the problem solving process between the end user and IT staff in order to expedite problem resolution
• Manage, prioritize and assign work orders to Help Desk Technicians and verify completion
• Provide advanced end user support of hardware and software systems
• Assist IT functional areas with project tasks
• Manage the desktop applications including user persona, user content/data, user installed applications, and corporate applications
• Assist with day-to-day equipment needs
• Research and resolve difficult and complex problems that are escalated from Help Desk Technicians
• Document procedures, standards, best practice configurations, settings, installation sequences and back-out instructions
• Ensure proper protocols/SLA's are followed for all submitted requests
• Ensure that desktop images are periodically updated
• Oversee application and system documentation as well as training materials
• Effectively train and mentor Help Desk Technicians to maximize the use of their systems
• Assist with shift scheduling and fill-in for supervisor and help desk technicians as needed
• Provide technical support for multiple locations

KNOWLEDGE AND CERTIFICATION, SKILLS AND ABILITIES

Knowledge and Certification

Required:

• 2-year degree in IT or related field and 2-year Help Desk experience; or a combination of equivalent experience and/or education

Preferred:

• Current Microsoft Certifications

Skills

Required:

• Demonstrated advanced skills using PC software tools, and PC hardware and software troubleshooting skills
• Strong computer skills including Microsoft operating systems, related applications and Help Desk issue tracking systems
• Accurate and detail-oriented
• Highly organized and ability to adapt quickly to changing priorities
• Excellent verbal, written and interpersonal communication skills
• Excellent problem solving skills
• Strong Project Management skills

Abilities

Required:

• Ability to work fast and efficiently
• Ability to follow established dress code policies and practice good personal hygiene
• Ability to interact with guests, coworkers and management in a professional and courteous manner
• Ability to independently complete multiple tasks in a professional manner
• Ability to speak in a clear, concise and pleasant voice

REQUIRED TRAINING

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

PHYSICAL DEMANDS

• Must be able to sit for long periods of time with moderate amounts of walking and standing
• Must be able to push, pull and grasp objects routinely
• Must have the ability to independently lift 25+ pounds routinely
• Must have manual dexterity necessary to manipulate computer equipment and related peripherals
• Must be able to perform repetitive hand and wrist motions
• Must have good eye hand coordination

WORKING ENVIRONMENT

• Work is performed primarily in administration building but may include going onto the gaming floor, which includes flashing lights, frequent loud noises and cigarette smoke, and outdoors for events
• Must be able to work in cramped, tight quarters
• Must be willing to work a flexible schedule including all shifts, weekends and holidays
• Occasionally overtime may be required