IT Help Desk Support - Full Time (Day Shift)

Thank you for your interest in becoming part of the Oaklawn Team. We have an extraordinary legacy. We are a family with strong core values, providing a new level of excitement for our guests and Team Members as we aspire to be Arkansas' Employer of Choice.

We are currently seeking a talented individual to become an IT Help Desk Support. An individual could be successful if they possess the following.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Under general supervision, provide technical software, and hardware problem resolution to all end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a help desk environment; clearly communicate technical solutions in a user-friendly, professional manner; pass more complex end-user problems on; Documents, Tracks and Monitors all computer system work requests through the use of the ticket tracking software to ensure a timely resolution to end-users.

• Answers and problem-solves help desk tickets by email, phone or other forms of communication.
• Communicate with technology users and staff to understand, identify, document, and resolve problems; escalating where necessary
• Communicates in a friendly manner all pertinent information in a timely and accurate fashion. Uses department resources to locate answers for end-users.
• Coordinates timely repair of computer equipment covered by third-party vendor maintenance agreements.
• Document, Tracks and Monitors all computer system work orders through the ticket tracking software, including detail information about the issue/problem and a complete resolution to the issue/problem.
• Install and perform minor repairs to hardware, software or peripheral equipment following design or installation specifications.
• Installs, configures, maintains, and troubleshoots a wide range of software and hardware used throughout casino operations.
• Investigates appropriate areas of potential problems, investigates error messages and determines resolution
• Maintains up-to-date expertise in the operation and application of the casino standard computer software and a working knowledge of a wide variety of commonly used hardware and software.
• Performs hardware/software upgrades to computer equipment as needed.
• Responds to user requests for service and determines nature and extent of support needed.
• Sets up equipment for team member use, insuring proper installation of cables and software.
• Support basic Microsoft related technologies such as Windows Server, Exchange, SharePoint, Office, etc.
• Tags assets, set up, and assists in the configuration of new and used end-user computers hardware/software including peripherals.
• Trains users in use of hardware and software
• Transport, adjust, clean and install/configure computing and related equipment. Maintain inventory of all equipment Provide computer troubleshooting and maintenance.
• Via telephone or In-person; identifies, diagnoses, and resolves issues for end-users having computer software or hardware issues; communicates solutions to the end-users
• Maintain strict confidentiality
• Ensures cleanliness of assigned area, reporting issues to supervisor
• Calmly, tactfully and professionally handle complaints and concerns, assisting resolution whenever possible, directing to supervisor when not able to assist
• Maintains an attitude & philosophy consistent with the company Core Values and Standards of Behavior with internal & external guests.
• Regular punctual attendance
• Ability to work required overtime
• Performs other duties as assigned.

QUALIFICATION REQUIREMENTS


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Minimum of 2+ years guest service experience
• Minimum of 1+ years entry level knowledge of Microsoft Windows workstation & server environment experience
• Previous casino experience preferred
• Prefer knowledge of how to assemble and disassemble computer components, including network cabling.
• Requires the ability to independently perform all of the duties of the position efficiently and effectively.
• Prefer ability to install, configure, troubleshoot many of the software applications and peripheral equipment used at the casino
• Strong interpersonal skills and the ability to work effectively with a wide range of constituencies in a diverse internal and external community
• Strong computer skills with highly accurate data entry
• Able to maintain the highest level of confidentiality
• Ability to work as a team
• Highly organized and detail oriented
• Able to quickly adapt to changing priorities
• Excellent communication and problem-solving skills

SUPERVISORY RESPONSIBILITIES


This job does not have supervisory responsibilities.

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required.

CERTIFICATES, LICENSES, REGISTRATIONS

Employee must be able to qualify for licenses and permits required by federal, state and local regulations.

OAKLAWN IS AN EQUAL OPPORTUNITY EMPLOYER.

It is Oaklawn's intent to provide a drug-free, healthy, safe and secure environment for our Team Members. All applicants must complete a pre-employment drug screen and background check.