IT - Service Desk Technician

4 months ago

Eagle Pass, United States Kickapoo Lucky Eagle Casino Full time
Job DescriptionJob Description

Reports to:

Service Desk Supervisor


Job Summary:

Team member provides a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment.


Essential Functions:

  • Ensure compliance with the applicable Tribal, Federal and other laws and gaming regulations and Kickapoo Lucky Eagle policies and procedures.
  • Ensure the highest possible standards of guest services by properly listening and responding to guest and team member concerns and questions.
  • Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Resolve problems using diagnostic and help request tracking tools and provide in-person, hands-on help at the desktop level.
  • Field incoming help requests from end users via telephone, radio, chat, e-mail, or other communications channel in a courteous manner.
  • Escalate problems (when required) to the appropriate channel.
  • Access software updates, drivers, knowledge bases, and frequently asked questions.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Collaborate with Field Technician/Network Technician/Application Support Analyst to ensure efficient operation of the company's desktop computing environment.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and frequently asked questions lists for end users; resources on the Internet to aid in problem resolution.
  • Support multiple applications.
  • Conduct research into a wide range of computing issues as required.
  • Directly responsible for monitoring on-site vendors and related-work, including resolving and communicating about IT-related issues.
  • Perform account management, including password reset and unlocking accounts.
  • Collaborate interdepartmentally.
  • Attend and participate in all department and casino mandatory meetings as required.
  • Demonstrate and promote KLECH core values and MAD skills.
  • Manage and maintain security of confidential information entrusted to position.
  • Attend and satisfactorily complete all required training as assigned.
  • Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed.
  • The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director.
  • Perform other duties as assigned.

Minimum Requirements to Qualifications:

  • Must have High School Diploma or GED.
  • Must possess a certification in A+, Net+, or MCP or minimum of two (2) years of recent work related experience; an equivalent combination of education and experience will be considered.
  • Strong communication skills in English both written and oral. Spanish or other language skills a plus.

Other Criteria:

Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.


Skills and Abilities:

  • Ability to work independently with minimal supervision.
  • Ability to maintain effective relationships with the General Manager, Directors, Managers and all staff.
  • Ability to work under pressure in a fast paced, stressful environment.
  • Ability to meet multiple deadlines and multi-task.
  • Ability to have strong critical thinking, analytical and guest service skills.
  • Must possess a positive attitude with strong organizational and leadership qualities.
  • Ability to add, subtract, multiply and divide in all units of measure.
  • Ability to define problems, collect data, establish facts and draw conclusions.
  • Ability to understand complex instructions and material.
  • Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers of all levels.
  • Ability to work effectively with individuals and demonstrate leadership and team building skills with empathy and enthusiasm.
  • Ability to maintain confidentiality.
  • Ability to follow and comply with established Casino guest service programs.

Physical Demands:

  • While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, bend for extended periods; reach with hands and arms; talk and listen on a regular basis.
  • The team member must be able to concentrate for prolonged periods.
  • Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.
  • The team member must be able to communicate effectively in person or using telecommunications equipment.
  • The team member must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone and calculator.
  • Frequently lift and/or move up to 50 lbs.

Work Environment:

  • Normal office setting and casino floor.
  • Frequent walking and standing in a smoke filled environment and frequent contact with the general public.
  • Temperature controlled environment with varying noise levels. May be exposed to high levels of noise throughout the day.
  • Extended hours and irregular shifts may be required including nights, weekends and holidays.
  • Must be able to perform under pressure and work long hours under stressful conditions.
  • May be exposed to the risks associated in attempting to resolve issues with difficult guests and extremely irate staff members.
  • May be exposed to various types of lighting including, but not limited to: artificial fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.
  • Travel may be required to perform one or more essential functions of this position.

Conditions of Employment:

  • Must be able to obtain and retain a KTTT Gaming Commission License, including successful completion of background check necessary to obtain and maintain license. Responsible to keep all documents current and valid at all times.
  • Must be able to provide authorization to work in the United States.
  • Must be at least 18 years of age.
  • Must have access to reliable transportation to commute to and from work.
  • Must comply with KLEC handbook, internal policy and procedures, and gaming regulations set within KLEC.

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