This position is responsible for day to day support for all internal computer customers and analyzes customer requests.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Help Desk/Training Functions
Maintain call and problem resolution logs/reports.
Maintain Service Level Agreements.
Maintain Help Desk methodologies (i.e., triage approaches—best practices).
Maintain problem logging, issue tracking, auditing, level of detail etc.
Maintain soft-skills and technical training programs leveraging CBT training materials, videos/books.
Repair customer issues.
Assist in maintaining of hardware and software inventory.
Verify daily outstanding customer issues until completion of the customer’s request(s).
Answer Help Desk phone calls and resolve issues, direct calls to appropriate personnel or take message.
Provide basic desktop/laptop hardware software support.
Install computers, software, and peripheral equipment as directed.
Add, modify, and delete user accounts as directed.
Process Help Desk email.
Listen to and process Help Desk voicemail messages.
Process group work order queue.
Provide new computer user orientation as assigned.
Contribute solutions to the IT Help Desk Knowledge Base.
Work with your Supervisor to develop long and short range plans (needs analysis) for improvement of Help Desk operations.
Keep abreast of the latest technologies from Microsoft.
Security and Integrity of all computer resources
Maintain the security and integrity of the computer and training room(s) and equipment.
Notify Supervisor, IT Operations Manager and Chief Information Officer immediately of security breaches.
Target areas for application software training for yourself.
Research educational opportunities for yourself and obtain quote(s), if applicable
Cross-train IT personnel on software applications.
After attending educational class, seminar, or workshop, provide an in-service training to IT staff.
Maintain daily, weekly and monthly Help Desk reporting activities.
Communicate network/system changes or enhancements to all computer users, when advised.
Keep supervisor, the IT Operations Manager and CIO as well as all other departments abreast of all Help Desk changes.
Be proactive to the IT needs of the organization and communicate those needs to your supervisor
Attend weekly IT departmental meeting(s).
Maintain good internal and external customer relations
Adhere to and support the Vision and the Core Values of the Cache Creek Casino Resort.
Maintain a positive attitude and outlook.
Maintain continuity with company goals and objectives.
Comply with company and departmental policies and procedures.
Be polite and courteous at all times.
Put a “smile” in your face and voice.
Be to work on-time and work the entire shift.
Perform other duties as assigned
This job has no supervisory responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Experience and/or Education
Three to six months related experience or training; Associates degree (A.A.); or extensive customer service experience or equivalent combination of experience and education.
Must be at least 21 years of age.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Certificates, Licenses, Registrations
Cache Creek Casino Resort Tribal Gaming License.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodations.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; sit; climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must regularly lift and /or move up to 25 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job with or without reasonable accommodations.
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; fumes or airborne particles; outside weather conditions; risk of electrical shock and secondhand tobacco smoke. The noise level in the work environment is usually moderate.