Las Vegas
Type of Shift
Full Time
Information Technology

Service Desk Support Specialist 1

Golden Entertainment


Install, troubleshoot, document and maintain all applications and hardware utilized by all ACEP properties and corporate offices. Responsible for the answering of the Service Desk line, and email requests for assistance from both the internal and external guests in a timely manner, while ensuring Service Levels are met. Identify and organize tickets according to priority, and ability to abide by any and all ACEP LLC, company and departmental standards, policies and procedures.


  • Answer and handle multiple phone calls while multitasking
  • Facilitate the escalation of service requests to the appropriate experienced technician or group
  • Follow-up to both internal and external guests on open and closed issues they have reported, as needed to ensure resolution has met or is meeting the guest expectations
  • Identify and organize Service Desk tickets according to priority
  • Installations of hardware and software, basic troubleshooting, maintenance of hardware and software applications, setup and maintain and teardown of audio/visual systems, program and maintain telecommunications system, networking, and wiring (pulling and termination)
  • Monitor the MDF and IDF locations for all properties, ensuring that the environment is not exceeding pre-set thresholds, and the areas are free of debris
  • Perform first-level root cause analysis for problems
  • Provide first-level support in a timely manner for but not limited to the following; computer hardware, Microsoft programs, user management, print and file sharing, audio components, video and other visual components, telecommunications equipment, networking, and wiring
  • Creating, splicing, punching down and verifying cables in 66 blocks, 110 blocks, and patch panels on network racks, as well as termination in walls and on floors using RJ45 jacks, and other various terminations as required
  • Record, track and document service requests, problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution
  • Work directly with the guests to resolve complaints, issues, and concerns, which will require direct interaction (face to face)
  • Other duties as assigned



  • Score of 80% or higher on the ACEP, LLC I.T. Support Specialist 1 testing
  • Certification in A+, Net+, Sec+ is preferred
  • Proven knowledge of methodology to troubleshoot issues with computer systems, audio / visual systems, telecommunications systems, and wiring
  • Excellent interpersonal skills
  • Must have a reliable means of transportation
  • some travel required
  • Prior Casino / Hospitality / Guest Service experience preferred
  • Prior experience with but not limited to the following Telecommunications Systems
  • Avaya Telecommunications, IP Telephony, SDD Jazz Call Accounting, FCS Voicemail preferred
  • Prior experience with but not limited to the following Audio and Visual Systems
  • Crestron Control Systems, Soundweb Control Systems preferred
  • Proven ability to apply commonsense and to solve problems, communicate effectively in both written and verbal forms of English, maintain professionalism, and confidentiality at all times, meet set goals and deadlines, identify factors that may impact ability to meet deadlines, provide a consistent, outstanding service to both internal and external guests, read, and comprehend Hardware and Software Documentation, and Manuals
  • Proven knowledge of methodology to troubleshoot issues with computer systems, audio / visual systems, telecommunications systems, and wiring
  • Prior experience using the Service Desk model (ITIL) to provide service, use of escalation path, and understanding of the appropriate technical group to escalate to is preferred
  • Prior experience working directly with guests, to resolve complaints, issues, and concerns
  • Prior experience working in a fast paced, rapidly changing environment that places high value on the security and confidentiality of the data
  • Willing and able to work any and all shifts as assigned, including weekends and holidays
  • General knowledge base of but not limited to the following products
  • Microsoft Operating Systems, Microsoft Programs and Suites, Adobe programs, Avaya One X client, Infogenesis, LMS, and Gaming systems
  • Minimum 21 years of age
  • High school diploma or equivalent required
  • Degree in Information Technology or related field preferred

    Required Work Cards
  • Nevada Gaming

    Physical Requirements
  • Lifting, pulling, pushing, carrying, bending/kneeling, continuously standing and walking (about 50% of the time)
  • Sitting at a desk or table (up to 50% of the time)
  • Proven ability to lift, pull or push and at times carry up to 50 lbs.
  • Proven ability to maintain a high level of concentration over an extended period of time
  • Proven ability to work in noisy, cold environments
  • Vision, speech, hearing, and literacy (critical)

    The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Duties to be performed with or without reasonable accommodations.