Helpdesk Technician

2 weeks ago

Cherokee, United States Harrah's Cherokee Casino Resort Full time
Job Description

Harrah's Cherokee Casino Resort Position Description

POSITION TITLE: Helpdesk Technician

DEPARTMENT: Finance-Information Technology

GRADE/FLSA STATUS: H14-Non-Exempt

BADGE TYPE/COLOR: KeyBlue

REPORTS TO: Supervisor, Information Technology

SUPERVISES: N/A

JOB SUMMARY:

Provide technical assistance to end-users. Answer questions or resolve computer problems for clients in person, via telephone, or from a remote location. Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Provide the first tier of support for all systems, including software installation and hardware for all platforms
  • Determine/isolate problems, perform data analysis, document findings, and solve problems
  • Refer complex problems to appropriate IT staff or service vendors
  • Troubleshooting and repairs
  • Install new equipment
  • Provide application assistance on all software products used within the casino
  • Provide the first tier of support with the Point-of-Sale system (POS)
  • Complete and document all shift tasks and communicate rollovers to incoming shifts
  • Ensure all support calls and service requests are handled in a timely manner
  • Ensure all work areas are orderly and clean
  • Exhibit sound decision-making with an emphasis on motivating the team and maintaining high morale
  • Proactive with incidents and issues ensuring resolution with employees
  • Perform other duties as assigned
  • Adhere to regulatory, departmental, and company policies/procedures in an ethical manner
  • Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values
MINIMUM QUALIFICATIONS:
  • High school diploma or GED required
  • BSBA or AA in a relatable computer field preferred
  • Six months of experience in a relatable computer industry position (gaming industry preferred) or successful completion of a relatable college course preferred
  • Must demonstrate the following essential knowledge and skills:
  • Excellent oral and written communication skills
  • Excellent interpersonal skills
  • Ability to handle multiple priorities in a fast-paced environment
  • Analytical skills/knowledge of troubleshooting process
  • Proficient in the use of Windows-based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook
  • Neat, professional appearance with excellent personal hygiene
  • Ability to work independently
  • Documented teamwork behaviors and attitudes
  • Excellent attendance record in previous positions
PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:
  • Must be able to stoop, bend, reach, kneel, twist, and grip items
  • Must be able to have continuous use of hands and arms
  • Must be able to lift up to 25 pounds and carry 5 pounds
  • Must be able to bend, reach, and kneel into small spaces
  • Must be able to respond to visual and aural cues
  • Must be able to use an earpiece/headset and other communication methods
  • Must be able to read, write, speak, and understand English
  • Must be able to attend to multiple tasks simultaneously
  • Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including secondhand smoke
  • Must be able to work a flexible schedule including weekends, evenings, and holidays


This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job. Harrah's Cherokee

Casino Resort reserves the right to make changes in the above job description whenever necessary. 1.17.24