Market Deskside Technician II

Job Summary:
Performs problem determination and resolution and records all trouble situations reported to I.T. Responsible for providing first level support functions on desktop devices such as personal computers, laptops, printers, scanners, keyboards, computer mouse, card swipes, card embossers, Point of Sale terminals and PC based kiosks. Position also performs support for telephones and telephony related installations and may support audio and video systems set-ups.
College training equivalent to at least an Associates Degree in Computer Science or equivalent technical training. Background experience in desktop support environment preferred. Some training in the telephony field beneficial.
3-5 year experience in a technical support role. (Minimum of three years in computer support with at least two years of advanced technical support.)
Very strong personal computing skills recommended.
Demonstrated intermediate to advanced level technical/troubleshooting skills in the desktop environment and related hardware and software products.
Ability to be trained in supporting various desktop configurations.
Intermediate to advanced knowledge of user environments.
Demonstrated communication skills.
Intermediate to advanced analytical and problem solving skills.
Must have good customer service skills
Must be well organized and detail oriented and be able to perform many tasks at one time.
Ability to work in a high-pressure, fast paced environment.
Essential Job Functions:
Respond to incident and service request tickets and ensure all client/user support requests are handled or escalated in a timely manner.
Provide first-level support/configuration for all desktop systems including software and hardware, problem determination/isolation, analyzing problem data, performing data analysis, documenting findings, escalating complex problems to the appropriate I.T. staff or service vendors and communicating final resolution to clients and users.
Support installation and implementation of connectivity for desktop devices and telephony equipment.
Responsible for completion and documentation of all assigned day-to-day tasks/activities per the Daily Work Schedule for each system and shift. These functions include first level support for clients/users requests, printing, routing, and other duties.
Maintain the latest procedures and documentation for all desktop platforms.
Perform intermediate technical tasks on all desktop platforms.
Use the help desk log to track and close all client/user calls/problems reported to I. T.
Ensure the computer/equipment room is maintained at prescribed temperature levels and in a clean and orderly condition.
Provide one-on-one training clients/users.
Monitor and report system performance issues as necessary.
Participate in department driven projects.
Maintain the confidential nature of matters pertaining to company records, policies, and customer lists. Shred reports containing sensitive data as determined by management.
Maintain a log of all system downtime and report all extended downtime to the supervisor and/or manager.
Perform all duties in a manner that ensures the I.T. Department will meet or exceed the measurable objectives for service level to clients/users and system availability.
Physical, Mental & Environmental Demands:
Must be able to continuously maneuver around office.
Must be able to move quickly around property during events.
Must be able to bend, crouch, kneel, twist and work at a desk.
Respond to visual and oral cues.
Must be able to conduct conversations with customers, respond calmly and make rational decisions when handling guest concerns.
Must be able to work independently.
Must be self-motivated.
Able to read, writes speak and understand English.
Must have manual dexterity to operate the computer and other necessary office equipment.
Must be able to respond calmly and make rational decisions when handling customer's needs.
Must be able to tolerate areas containing secondary smoke.
Must be able to maneuver in and around various user departments.
Must have excellent hearing for answering and placing calls.
Must be able to lift 50 pounds.
Visual range to include immediate and medium area.
Auditory range to include immediate and medium area.
Ability to lift terminals and paper up to 50 pounds.
Ability to perform trouble-shooting on hardware.
Harrah's reserves the right to make changes to this job description whenever necessary.
Preference is given to qualified Rincon tribal members and members of other federally recognized tribes.

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