Help Desk Agent II (Full Time)

JOB LOCATION: 

ONSITE- OFFICE

Job Description Summary

Responsible for handling the first line of direct support and response to all Information Technology related service requests. Performs initial triage and diagnostics by collecting information over the phone and using remote tools as required. Applies logical troubleshooting with IT knowledge and experience to resolve the issue or adds all relevant documentation prior to escalating to other IT teams.

Essential Duties and Responsibilities (other duties may be assigned)

• Handle first line of IT support for all end user related service requests.
• Triage and perform diagnostics utilizing all available tools while providing excellent customer service.
• Lead processes and provide coaching for other Help Desk Technicians when workflow deficiencies are identified.
• Provide training for incoming Help Desk Agents.
• Provide feedback to management regarding ongoing technical difficulties via verbal and written communication, including reports, as directed.
• Apply logical troubleshooting with IT knowledge and experience to resolve the issue or add all relevant documentation prior to escalating to other IT teams.
• Constantly monitor and manage the Help Desk ticket queue and respond to requests in a timely fashion, documenting all aspects of a given situation including root cause analysis and resolution.
• Solicit feedback from other Help Desk Technicians to optimize and improve support while maintaining a solid understanding of general end-user support needs and requirements.
• Work with other IT team members on creating and maintaining a knowledge base while ensuring complete and accurate information.

Access to Sensitive Areas and Information:

As according to the ACGC Access Matrix

Signatory Ability:

None

Education and/or Experience

• High school diploma, GED or equivalent required. College degree and/or technical certification preferred.
• Two to Three years of related work experience required, prior hospitality experience preferred.
• Strong analytical and problem-solving skills.
• Exceptional interpersonal, written and oral communication skills with the ability to work in a team-oriented collaborative environment.
• Strong documentation skills with attention to detail.
• Capable of working in a fast-paced environment with a rapidly growing client base.
• Strong knowledge of Windows and Mac OS operating systems.
• Strong knowledge of iOS and Android devices in a commercial or enterprise environment.
• Strong knowledge of cell phone carriers such as AT&T and Verizon in a commercial or enterprise environment.

Working Conditions/Physical Demands:

To perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ miles, climbing stairs, and sitting at a desk/workstation for the duration of the shift. Must be able to work in a smoke-filled environment.

Typically, the individual will be housed in an office environment.  The noise level in the work environment is usually moderate but will escalate when located in the casino environment.  Must be able to grasp, bend, lift, and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to:  a computer keyboard, cell phone, tablet, calculator, general office equipment and multi-line telephone.