IT Service Desk Technician

Join to apply for the MIS Service Desk Tech role at Wildhorse Resort & Casino

WAGE RANGE: $18.00-$25.00
OPEN UNTIL FILLED: 1ST PULL DATE: DECEMBER 8TH, 2025

Service Desk Technicians are the first point of contact for employees reporting incidents or requesting help. Their primary responsibilities include identifying, documenting, and resolving incidents and service requests. They create, manage, document, and audit computer user credentials and access. Skilled problem solvers with experience troubleshooting Microsoft Windows computers and understanding basic network concepts such as Ethernet and TCP/IP. If issues cannot be resolved, technicians are responsible for escalating until a resolution is found.

• Promote exemplary guest service standards through prompt, efficient, and friendly service.
• Document and respond to incidents and service requests via phone, email, IM, etc.
• Create, modify, distribute, and audit computer user accounts and access rights.
• Set up computers and peripheral devices, such as personal computers (PCs), printers, telephones, and battery backups.
• Verify hardware is functioning, such as personal computers (PC), printers, telephones, and battery backups.
• Use remote support tools to share screens and computer access with users, and to facilitate and assist vendors in troubleshooting.
li>Install and configure appropriate software.
• Guide users on Wildhorse's software and hardware usage.
• Organize and schedule upgrades and maintenance, as outlined or directed.
• Document incident details and work performed for escalation to senior staff and vendors.
• Perform data entry as appropriate.
• Comply with regulatory laws, employee handbook, department policy and procedures, safety codes, etc.
• Promotes a clean, safe, and healthy working environment for employees and guests. Promptly reports all concerns to supervisor or manager.
• Ensure that equipment, tools, and materials are operated safely.
• Promote internal guest service standards through courteous and respectful behavior.
• Other related duties as assigned.

• SAFETY:
  Ensuring a safe experience by protecting the welfare of all.
• INTEGRITY:
  Expecting personal accountability at every level.
• COURTESY:
  Creating an exceptional customer service experience for everyone.
• TEAM:
  Functioning together to create a cooperative and positive experience.
• SHOW:
  Providing flawless experience – a clean and cared-for resort.

None.

None.

• Access and System Logs, User Credentials.
• Controlled MIS areas.
• Secured areas within established access procedures.

• Familiarity with web browsers (IE, Chrome, Firefox, Safari) and spreadsheets (Excel, Google Sheets, etc.).
• One (1) year of applicable IT experience (documenting requests, setting up hardware, installing software, guiding end users, organizing schedules and maintenance, and documenting issues).
• High School Diploma or GED or ten (10) years of experience.
• Will lift and maneuver 50 lbs. and work/sit for long periods at work/computer station. Also, perform repetitive motion of arms, wrist, and fingers; and at times move throughout a smoke-filled environment; including bending, lifting, and maneuvering items. And crawl under desks and work in confined spaces.
• CompTIA A+ certification, or acquire it within 6 months of hire. Must pass 1 test towards certification every 6 months.
• Excellent personal appearance and hygiene habits.
• Requires a High-Security Gaming license.
• Must be at least 21 years of age.

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Information Technology
• Industry: Entertainment Providers