The posting
As an IT Service Desk Specialist, you are part of a team that provides 24/7 Tier 1 IT support for Commerce Casino & Hotel. You will identify and diagnose issues and problems, categorize and record reported queries and provide solutions, support problem identification, advise users on the appropriate course of action, monitor issues from start to resolution, and escalate problems to the appropriate level of support (Tier 2, Tier 3, or vendor) when needed.
PRIMARY JOB FUNCTIONS
Serve as the first point of contact for IT support, information, and access requests, providing courteous, professional service by phone and in person while meeting established service level agreement targets. Document all IT support interactions in the ticketing system. Diagnose and resolve issues at first contact whenever possible. Escalate unresolved issues to PC Support (Tier 2), Tier 3, or vendors within SLA timeframes. Route issues outside IT’s scope to the responsible department. Notify the IT Manager or on-call contact of outages or incidents affecting casino, hotel, or guest-facing operations, in accordance with IT procedures. Keep open tickets updated by categorizing, prioritizing, and reassigning so work continues across shifts. Manage user accounts, password resets, and access requests, including verifying user identity before making changes. Recognize and report suspected security incidents, including phishing. Set up and troubleshoot workstations, printers, and peripherals; escalate complex installations to PC Support. Keep hardware and asset records current. Use and contribute to the knowledge base. Identify and report recurring issues to the IT Manager. Coach users on basic how-to questions and self-service tools. Complete all assigned company and department training. Perform all other work-related duties as assigned. Must be able to work a full-time schedule during tournaments and other peak business periods. Must be able to work overtime, as business needs require, with or without advance notice.
The duties listed are not set forth for the purposes of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a position title or those to be assigned and performed temporarily outside of an employee’s normal line of work.
QUALIFICATIONS
Experience: Working knowledge of Microsoft Windows PCs and common business software; one (1) year of help desk, desktop support, or customer-facing technical support experience preferred; demonstrated problem-solving skills; resourceful and adaptable. Education: High school diploma or GED required. Associate or bachelor’s degree in information technology or a related field, or industry technical certification(s) (e.g., CompTIA A+), preferred. Other requirements: Strong customer service skills, including a professional, patient phone manner with users who may be frustrated or under time pressure; effective verbal and written communication skills to articulate messages, information, and ideas to a diversity of people; ability to work without direct supervision, prioritize work, and make basic analytic decisions, including on evening, overnight, and weekend shifts; computer skills; detail oriented; excellent organizational skills; positive/enthusiastic approach to all assignments; attendance and punctuality are an essential function of the position; must be clean, well groomed, and have a professional appearance; must pass a background check and obtain and maintain any gaming work permit or license required for the position. Physical requirements: Ability to lift PC and peripheral equipment up to approximately 30 lbs; ability to walk the property, including the casino floor, hotel, and back-of-house areas, to provide in-person support. SCHEDULED HOURS
Commerce Casino operates 24 hours a day, 7 days a week. The IT Service Desk provides 24/7 coverage across Day, Swing, and Graveyard shifts. Each Specialist is assigned a regular shift and regular days off. Work schedules may include weekends and holidays. Specialists may be required to cover other shifts or work overtime to maintain coverage. Shift assignments may change based on business needs.
