Help Desk

Starting Rate: $17.69 an hour

ESSENTIAL FUNCTIONS:
1. Provide first line response for users requiring assistance with information technology issues and problems.
2. To maintain a high degree of customer service for all support queries and adhere to all service management principles.
3. To take ownership of user problems and be proactive when dealing with user issues.
4. To log all calls on the call logging system.
5. Respond to enquiries from clients and help them resolve hardware or software problems.
6. Maintain a log of any software or hardware problems detected.
7. Support users in the use of Computer equipment by providing necessary training and advice.
8. To allocate more complex calls to the relevant IT Support Member.

JOB PREREQUISITES:
Must be able to communicate effectively with team members
Previous Helpdesk (telephone support) experience
Excellent customer service
Teamwork capabilities and have high capacity for training employees
Must be detail oriented

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

EDUCATION: High School Diploma or GED.

EXPERIENCE: Working knowledge of TCP/IP, Windows XP, MS Office 2010, Outlook 2010 client, VNC and/or other remote-control software. Basic network troubleshooting skills. Internet Explorer 8 and Anti-Virus programs.
Experience in troubleshooting Microsoft Windows 7 a must. REQUIRED: Experience in installing, configuring, maintaining, windows environments.

LICENSES OR CERTIFICATIONS: Be able to obtain/maintain Eastern Shawnee Tribe of Oklahoma gaming license.

PHYSICAL REQUIREMENTS: Ability to maneuver in the casino and routinely lift up 25 pounds and occasionally as much as 60 pounds.. Must be able to stand or walk for a minimum of 8 hours and maneuver in or outside the casino. Visual acuity to observe and react to handle internal and external customer complaints or questions. Ability to work in a fast paced environment. Must be able to bend, kneel, twist and stretch/reach above head. Have good dexterity in fingers

WORK ENVIRONMENT: We maintain an alcohol/drug-free workplace. Work in casino operations containing second hand smoke with high noise level and bright lights. Must be able and willing to work nights, weekends and holidays as needed. Assists internal users with computer software and hardware problems. Diagnoses, researches and resolves problems. Records problem notices in logs. Coordinates referrals to appropriate technical, professional or service personnel for service, repair or training. Team-player, self-starter, goal oriented, open minded, flexible and a people oriented professional.