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    helpdesk technician i - Albuquerque, United States - Sandia Resort & Casino

    Sandia Resort & Casino
    Sandia Resort & Casino Albuquerque, United States

    2 weeks ago

    Default job background
    Full time
    Description

    Position Summary

    First tier level of support. Under general supervision, provide technical software, and hardware problem resolution to all end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a help desk environment; clearly communicate technical solutions in a user-friendly, professional manner; assist help desk technicians II; pass more complex end-user problems on to help desk technician II; Documents, Tracks and Monitors all computer system work requests through the use of the Track-IT software to ensure a timely resolution to end-users.

    Supervision Exercised

    Reports to the Technical Services Manager.

    Major Duties and Responsibilities

  • Via telephone or In-person; identifies, diagnoses, and resolves level one issues for end-users having computer software or hardware issues; communicates solutions to the end-users.
  • Constantly monitors major system's interfaces and performance reporting any issues to the System Analyst II, Technical Services Manager, or Director of Information Technology (IT).
  • Install and perform minor repairs to hardware, software or peripheral equipment following design or installation specifications.
  • Communicates in a friendly manner all pertinent information in a timely and accurate fashion. Uses department resources to locate answers for end-users.
  • Processes and transmits on-demand verification reports to appropriate personnel.
  • Document, Tracks and Monitors all computer system work orders through the Track-IT software, including detail information about the issue/problem and a complete resolution to the issue/problem.
  • Responsible for completing a daily end of shift report; documenting all of the tasks and work orders completed during the shift.
  • Responsible to create an active issues log to be passed onto the next shift; documenting all ongoing issue of the day to include any high priority work orders.
  • Sets up equipment for employee use, insuring proper installation of cables and software.
  • Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
  • Performs minor computer hardware repair for computer equipment and peripherals that are NOT covered by third-party vendor maintenance agreements.
  • Tags, Set up, and assists in the configuration of new and used end-user computers hardware/software including peripherals.
  • Performs other related duties as assigned by the Technical Services Manager or Director of Information Technology (IT)

    • Secondary Duties and Responsibilities

    Knowledge, Skills and Abilities

  • Knowledge of commonly-used concepts, practices, and procedures within an IT Department.
  • Excellent customer service skills.
  • Excellent verbal and written communication skills.
  • Have the ability to analyze and resolve problems.
  • Maintain the confidential nature of matters pertaining to company records, policies and customer lists.
  • Excellent analytical skills.
  • Excellent organizational skills.
  • Excellent communication skills.
  • Ability to understand and use a computer proficiently.
  • Ability to type and update data.
  • Ability to follow instructions.
  • Knowledge of the following applications or systems is preferred:
  • Microsoft Office Suite 2007 (Word, Excel, Access...)
  • Microsoft Outlook 2007
  • Windows XP/Vista

    • Requirements:

    Minimum Qualifications, Education and Experience

    Required:

  • High School Diploma or GED certification.
  • One (1) year of computer related experience.
  • One (1) year of customer support via the phone.

    • Preferred:

  • A+, Network+ or Security+ certification.

    • Licensing Status

  • Must be able to obtain and maintain the required Gaming License.
  • Will require a post-offer, pre-employment and random drug screening.

    • Working Conditions

  • Work is performed indoors.
  • Work is in a 24x7 on-call environment.
  • Work hours subject to change with overtime work required.
  • Must be able to work long hours under stressful conditions.
  • Subject to hazards that may cause personal bodily harm: smoke, common colds, influenza, dust, odors and elevated noise levels.
  • Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces.
  • Duties may involve walking, standing for long periods of time, sitting and crouching.
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