Service Desk Support Specialist

Overview

Service Desk Support Specialist 1 – Golden Entertainment Corporate (Las Vegas, NV)

Summary:

Install, troubleshoot, document and maintain all applications and hardware utilized by all Golden Entertainment properties and corporate offices. Responsible for answering the Service Desk line and email requests for assistance from both internal and external guests in a timely manner, while ensuring Service Levels are met. Identify and organize tickets according to priority, and abide by all Golden Entertainment company and departmental standards, policies and procedures.

• Answer and handle multiple phone calls while multitasking
• Facilitate the escalation of service requests to the appropriate experienced technician or group
• Follow up with internal and external guests on open and closed issues as needed to ensure resolution meets guest expectations
• Identify and organize Service Desk tickets according to priority
• Installations of hardware and software, basic troubleshooting, maintenance of hardware and software applications
• Monitor the MDF and IDF locations for all properties, ensuring environmental conditions do not exceed preset temperature thresholds
• Perform first-level root cause analysis for problems
• Provide first-level support for but not limited to: computer hardware, Microsoft programs, user management, print and file sharing, audio components, video and other visual components
• Record, track and document service requests, problem-solving process, including all decisions and actions through final resolution
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations as they apply to the position
• Provide outstanding guest service in a timely manner to guests and fellow team members that meets the company’s guest service culture standards
• Perform other duties as assigned

• Certification in A+, Net+, Sec+ is preferred
• Proven knowledge of triaging, troubleshooting and escalating incidents
• Excellent interpersonal skills
• Must have a reliable means of transportation; some travel required
• Prior Casino / Hospitality / Guest Service experience preferred
• Ability to apply commonsense, solve problems, communicate effectively in English (written and verbal), maintain professionalism and confidentiality, meet goals and deadlines, and provide consistent, outstanding service to both internal and external guests; able to read and comprehend hardware and software documentation and manuals
• Experience using the Service Desk model (ITIL) to provide service, escalation paths, and knowing the appropriate technical group to escalate to is preferred
• Experience working directly with guests to resolve complaints and issues
• Experience working in a fast-paced, rapidly changing environment that prioritizes data security and confidentiality
• Willing and able to work all shifts as assigned, including weekends and holidays
• General knowledge of Microsoft Operating Systems, Microsoft Programs and Suites, Adobe programs, Info genesis, LMS, and Gaming systems
• Minimum 21 years of age
• High school diploma or equivalent required
• Proven experience providing high level of guest service
• Obtain and maintain all work cards as required by the company
• Verify right to work in the United States

• Gaming

• Lifting, pulling, pushing, carrying, bending/kneeling, continuously standing and walking (about 50% of the time)
• Sitting at a desk or table (up to 50% of the time)
• Ability to lift, pull or push and at times carry up to 50 lbs
• Maintaining a high level of concentration over extended periods
• Ability to work in noisy, cold environments
• Vision, speech, hearing, and literacy are required

• Indoor
• Noisy

Disclaimer:
The statements describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. Other duties and responsibilities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.