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Help Desk Agent II
78310
Central Operations
Palm Springs
CA
Varies
40
0-10%
Full Time
Starting Rate / Tips: 16.50    
Information Technology
Full Time
 
Job Description:
JOB DESCRIPTION SUMMARY

Performs advance helpdesk functions in support of the property I.T. Dept.  Primary function is to provide phone support to the organizational users and follow up on pending work orders. Responsible for the operation and maintenance of the I.T. Helpdesk function. Additionally responsible for maintaining open communication with property management and users to resolve problems affecting operations and/or customer service.



ESSENTIAL DUTIES AND RESPONSIBILITIES(other duties may be assigned)

 


  • Assists in daily property I.T. Department operations such as taking helpdesk requests, assigning work orders, and following up on the timely completion of tasks.


  • Performs advanced phone support to the organizational users and follow up on pending work orders.


  • Answers all incoming calls and interoffice calls, transfers call accordingly to the appropriate person or Dept.


  • Assists Property I.T. Supervisors and I.T. Directors with any details or work that needs to be completed.


  • Create and maintaining Helpdesk reports


  • Update SOPs as needed


  • Provide excellent guest service.


  • Must comply with all applicable ACCRS and SRC internal controls, standard operating procedures and Tribal Regulations. Documents and reports all exceptions/variations/deviations immediately upon awareness.


  PREVIOUS CASINO EXPERIENCE NOT REQUIRED
 
Job Requirements:
EDUCATION and/or EXPERIENCE

 


  • High school diploma or G.E.D. 


  • 2-3 years previous helpdesk experience utilizing a work order tracking program. 


  • Ability to quickly and accurately write messages, transcribe dictated material.


  • Must be able to perform multiple functions while handling a high volume of calls


  • Must possess a technical background and have a working knowledge of software applications.


  • Good communication skills and must be computer literate. 


  • Must be able to communicate in English.



 

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 mile, climbing stairs and sitting at a desk/work

station 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, calculator, general office equipment and multi-line telephone.  

 


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