• Job Description

  Req#: 9085

  Senior Help Desk Technician

  

  Information Technology

  Alpine, CA

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  ID: 9618-954

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  Full-Time/Regular

  
  

  GENERAL SUMMARY

  This IT helpdesk role provides support for other help desk technicians. This position involves onsite troubleshooting and diagnosis of systems. This ideal candidate can troubleshoot hardware and software related issues, with the capacity to provide Help Desk technicians with additional support. In-addition they will assist with training other Help Desk Technicians. Has higher level knowledge of Windows operating system, experience troubleshooting device connectivity. This position requires strong attention to details and communications skill set. Ability to work in a 24/7 environment to effectively deliver support to end users, other departments and support enterprise activities as required. Works as the go to person in delicate, tricky or high-profile situations.

  CORE SCOPE OF POSITION

  • Perform Tier I/II level (first contact: emails, first ticket response, answering calls, etc.) of end user support regarding system issues and tracking to resolution and determining root cause analysis.
  • Maintain a current knowledge of relevant technologies as assigned.
  • Add and update documentation of SOP/ KB’s
  • Able to resolve any Windows administrative task, including, but not limited to, the following functions: user creation/deletion, printer creation/deletion, and workstations addition/deletion.
  • Assist with associated system role-based access.
  • Aids in development, documentation and implementation of desktop equipment standards and configurations.
  • Ensure user access protocols are adhered to and the user has access to appropriate systems.
  • Perform daily user management monitoring and maintenance activities.
  • Diagnoses and resolves complex system hardware, operating system, and operator (user) problems.
  • Research user questions and issues to effectively prioritize and escalate as required.
  • Assist in the recommended user system access modifications to meet the needs of end users.
  • Monitor systems and identify performance issues reactively.
  • Assisting Help Desk Technician 1 & 2 solve complex technical problems for Desktop PC, Laptops, Peripherals, and Mobile Devices as well as Telecom services and email services.
  • Works within strict time scales and elevates incidents within defined time windows.
  • Review, Assign, Resolve, Log comments and Close tickets within the ticketing system.
  • Assisting Help Desk Technician 1 & 2 troubleshoot corporate software deployments, and Antivirus issues.
  • Support patching of OSs when required.
  • Responds to team member problems promptly and appropriately, escalates issues according to established procedures.
  • Higher level Experience with Microsoft Active Directory.
  • Intermediate Experience with Microsoft Office 365 and help desk roles.
  • Strong writing and verbal communications skills.
  • Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity.
  • Assisting in identifying incident trends and conveying with Help Desk Technician 1 solutions to elevate incidents in accordance with standard protocols.
  • Possess creative ability, credibility, and self-confidence while communicating established company policies and providing exceptional customer service and overall world class employee experience.
  • Maintain a high level of team member satisfaction by clarifying needs and ensuring that they are met.
  • Work effectively in a multicultural environment.
  • The Senior Help Desk Technician works under little supervision.
  • Gaining or has attained full proficiency in a specific area of discipline.

  STYLE SERVICE COMMITTMENT

  All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of --- these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

  INTERACTION

  • Always interact with a positive attitude and professionalism.

  SUPERVISION

  • Does not provide supervision to others.

  
  

  Required Skills

  KNOWLEDGE AND SKILLS

  • Thorough knowledge of how various PC configurations (hardware and operating system), how it affects the user and the computer environment.
  • Knowledge of security strategies, network share strategies and shared departmental device strategies and their configurations on PCs.
  • Thorough knowledge of CMP, SDS, Info Genesis, and Microsoft back office, including the ability to diagnose and direct repairs as necessary.
  • Solid understanding of casino operations.
  • Assist in responding to end-user phone, email, or chat requests for support to resolve basic computer, application, system, device, access, or performance issues.
  • Advise users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
  • Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
  • Documents incidents using help desk systems or tools.
  • Ability to escalate problems to team to achieve issue resolution.
  • Support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
  • Fulfills all service level standards for response time and quality.
  • Possesses a proper understanding of job functions and skills.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

  
  

  Required Experience

  EDUCATION/CERTIFICATION

  • CompTIA A+ certification required.
  • Bachelor's degree in related area preferred.
  • MCSA certification preferred.

  EXPERIENCE

  • 2-4+ years of related experience
  • Must have expert level hands-on experience with Windows client based systems.

• About the company

  7049056 Viejas Casino and Resort is a hotel casino and outlet center owned by the Viejas Band of Kumeyaay Indians, located in Alpine, California.

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