Job Description

The Specialist’s role is to ensure proper system operations. IT Specialists perform computer technical support services for all IT equipment.

• Respond to help desk requests via phone, email, or other channels; escalate unresolved issues in a timely and effective manner.
• Deliver first-level technical support across hardware and software platforms, including issue diagnosis, documentation, and resolution.
• Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken
• Applies diagnostic utilities to aid in troubleshooting
• Access’ software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Exemplify our core values, family style service, our mission and vision
• Exemplify our DEI (diversity, equity, inclusion) culture
• Performs other job-related duties as assigned

• Associate degree in Computer Science or equivalent technical experience.
• 2–3 years’ experience in IT support, with demonstrated ability to troubleshoot across multiple platforms.
• Strong proficiency with personal computing hardware/software and restoration techniques.
• Excellent verbal and written communication skills.
• Proven ability to perform under pressure in high-paced environments.
• Familiarity with daily logs, instructions, memos, and company procedures.
• Experience with maintaining technical asset inventories.

ADDITIONAL REQUIREMENTS

• Ability to lift up to 50 lbs. and carry up to 25 lbs.
• Comfortable working in environments with noise, bright lighting, and dust.
• Frequent physical tasks include twisting, stooping, bending, kneeling, reaching overhead, and climbing.
• Must be responsive to tactile, auditory, visual, and speech-based cues.
• Must be able to freely access and navigate all areas of the property, including casino floor

• May be subject to smoking environment and moderate noise

GUEST SERVICE (INTERNAL/EXTERNAL) STANDARDS: Employee is required to meet and deliver our core values, service standards, and family style service.

PERFORMANCE REQUIREMENTS: Must have the ability to provide internal/ external guests with service excellence, have excellent communication skills and observation skills, and have an easygoing demeanor to ensure a fun and safe environment for our guests. Above average speech – both speaking and reading/writing English. Need excellent interpersonal skills. Work requires schedule flexibility, which may include days off, nights, weekends, holidays, and overtime as needed.