IT Service Desk Representative

DUTIES AND RESPONSIBILITIES

• Maintain self-control and project calm reassurance in all interactions with internal and external guests.
• Installs selected software, maintaining proper security levels and access rights.
• Ensures the quality of systems operations in all areas of the casino by communicating with all levels of systems users and offering direction and assistance as needed.
• Coordinates case work flow to ensure effective overall operations in the I.T. Department, including management of case escalations and internal guest communications after escalation.
• When tasked with a project responsibility, consults with system users on specific requirements, designating priority, and scheduling follow up work.
• Routinely inspects all supported equipment, identifying potential problems and working with IT management to identify a permanent solution.
• Maintains a working knowledge of property software to effectively support property IT operations.
• Contacts vendors with regard to specific software, hardware or phone problems, as needed or requested by the I.T. Manager.
• Escalates any persistent issue to management that is causing guest or team member productivity issues.
• Performs all other duties as assigned.

QUALIFICATION REQUIREMENTS

• Technical degree in computer science or related area and at least one year of experience in information management required.
• Casino-related experience preferred.
• Must possess effective communication skills.
• An appropriate combination of the above education and experience requirements may be acceptable.
• Must be at least 21 years of age.