Service Desk Support Specialist

Summary:

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

Essential Functions and Responsibilities:

• Answer and handle multiple phone calls while multitasking

• Facilitate the escalation of service requests to the appropriate experienced technician or group

• Follow-up to both internal and external guests on open and closed issues they have reported, as needed to ensure resolution has met or is meeting the 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 that the environment is not exceeding pre-set temperature thresholds.

• Perform first-level root cause analysis for problems.

• Provide first-level support in a timely manner for but not limited to the following: 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 successful and unsuccessful decisions made, and actions taken, 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 both guests and fellow team members that meets the company’s guest service culture standards

• Perform other duties as assigned

Qualifications

• Certification in A+, Net+, Sec+ is preferred.

• Proven knowledge of methodology 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

• Proven ability to apply commonsense and to solve problems, communicate effectively in both written and verbal forms of English, maintain professionalism, and confidentiality always, meet set goals and deadlines, identify factors that may impact ability to meet deadlines, provide a consistent, outstanding service to both internal and external guests, read, and comprehend Hardware and Software Documentation, and Manuals

• Prior experience using the Service Desk model (ITIL) to provide service, use of escalation path, and understanding of the appropriate technical group to escalate to is preferred.

• Prior experience working directly with guests, to resolve complaints, issues, and concerns

• Prior experience working in a fast paced, rapidly changing environment that places high value on the security and confidentiality of the data

• Willing and able to work all shifts as assigned, including weekends and holidays.

• General knowledge base of but not limited to the following products:
  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

Work Cards

• Gaming

Physical Requirements

• 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.

• Proven ability to maintain a high level of concentration over an extended period of time.

• Proven ability to work in noisy, cold environments

• Vision, speech, hearing, and literacy (critical)

Work Environment Potential Conditions

• Indoor

• Noisy

Disclaimer

The above statements are intended to describe the general nature and level of work being 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 of personnel so classified. Other duties, responsibilities, and activities 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.