IT Support Technician (On-site)

Pay Rate: $25.56/hr., Dependent on experience

Shift: Day or Swing

Position Type: Full Time, Non-exempt

This is not a remote position.

PURPOSE

To answer team members first call for assistance. Direct IT service requests to appropriate Information Systems personnel and provide instruction to use the computers peripherals and standard supported software applications.

ESSENTIAL DUTIES / RESPONSIBILITIES

• Responsible for logging, troubleshooting, diagnosing, assigning and tracking all calls and requests that come into the Help Desk.
• Responsible for facilitating the problem solving process between the user and IT staff to facilitate expedient problem resolution.
• Responsible for following up with users on resolved issues.
• Responsible for escalating issues as appropriate.
• Provide end user support of hardware and software systems. This position supports systems in the Gaming, Operations, and A/V environments.
• Maintain department documentation:
• Create, review and update problem and solution documentation.
• Create, review and update procedures and processes as required.
• Maintain files for IT service requests.
• Ensure proper protocols are followed for all submitted requests.
• Track application and system documentation, as well as training materials.
• Monitor the Help Desk database and be responsible for making sure all work orders are assigned and handled according to Help Desk procedures.
• Effectively train users to maximize the use of their systems.
• Other duties and responsibilities as assigned.

Education and Experience:

• High School Diploma / GED; Recognized Equivalent of a High School Diploma (RED) or Foreign High School Diploma (FHD).
• Two (2) years technical school training related to the PC environment or equivalent experience.
• Any combination of education and experience that clearly demonstrates the ability to perform the job duties of the position.

Skills and Abilities:

• Proven advanced skills using PC software tools (MS Office Productivity, Report Writing and issue tracking systems).
• Proven advanced PC hardware and software troubleshooting skills.
• Excellent problem-solving, communication and customer service skills.

PREFERRED

Education and Experience:

• A+ technical certification.
• On-the-job experience supporting users in a PC environment applicable to that of Snoqualmie Casino & Hotel.
• Previous work experience in a Call Center or Help Desk environment.

Snoqualmie Casino & Hotel exercises Snoqualmie Tribal Member/Native American preference in hiring, in compliance with the Snoqualmie Tribal Employment Rights Ordinance (TERO). You must obtain and maintain a Gaming License from the Snoqualmie Gaming Commission. Pre-employment drug testing is required for all positions. The use of marijuana will not disqualify an applicant for positions in any department other than Transportation (Valet, Driver I). DOT panel testing is required for the Driver position.