Information Technology - IT Support Technician I (Entry level)

WHO WE ARE:

Be a member of the winning team at Valley View Casino & Hotel - named one of San Diego's Best Places To Work by the San Diego Business Journal. Valley View is where fun and your future will come together - join our team for a fun and exciting environment with amazing benefits that focus on you, your family and helping you reach your lifetime goals!

Deeply rooted in the Valley Center community, we, the San Pasqual Band of Mission Indians, have a rich local history. With traditions founded upon "good neighbor" values, our Tribe has been a part of this community for many generations. Valley View Casino & Hotel reflects our proud heritage of enterprise and opportunity; it is a place for our friends and neighbors.

At Valley View Casino & Hotel our team members are the foundation of who we are and what we do. The compassion, encouragement and level of experience that you will be exposed to will put you on a career path full of opportunities for advancement.


Description of the Position :

The IT Support Technician I provides front-line technical support to Team Members by assisting with basic troubleshooting, equipment setup, software installation, access support, and routine IT service requests. This entry-level position supports the daily operation of computer systems, mobile devices, telecommunications equipment, and related hardware and software in accordance with established IT procedures. This position works under direct supervision and rely on instructions, training, and pre-established processes to perform the essential functions of the job.

Primary Duties, Responsibilities, and Tasks:

• All Team Members are obligated to support and uphold the Valley View Casino & Hotel's Standards of Excellence as outlined in the Team Member Guide to Success.
• Maintain positive guest relations at all times, resolving guest complaints and ensuring guest satisfaction. Greet guests in a courteous and caring manner using personalized service.
• Provide front-line technical support by responding to phone calls, emails, voicemails, walk-ups, and ticketing requests in a timely and professional manner, serving as a resource to all Team Members.
• Assist with the installation, configuration, and basic troubleshooting of workstations, printers, mobile devices, and other IT-related equipment.
• Assist with preparing, configuring, and deploying new or existing equipment, including operating systems, approved software, endpoint security tools, and access rights in accordance with established procedures.
• Gather, document, and track support requests in the ticketing system, including issue details, actions taken, resolutions, and escalations to higher-level technicians as appropriate.
• Maintain accurate records of hardware inventory, support activities, and system updates.
• Follow all IT security policies and procedures, including safeguarding access to systems and IT areas, and promptly reporting any security concerns or incidents to appropriate leadership.
• Protect the confidentiality and privacy of all Team Member and guest information.
• Participate in departmental meetings and training sessions to support ongoing learning and development.
• Conduct all responsibilities in a professional and ethical manner while maintaining regular attendance and adhering to company policies, performance standards, and departmental procedures.
• Other duties as assigned by management.

Required Qualifications:

• High school diploma or equivalent required.
• Basic computer knowledge and familiarity with common operating systems, mobile devices, and standard office applications.
• Ability to speak and understand the English language.
• Ability to write routine reports and correspondence.
• Ability to read, analyze, and interpret documents such as safety rules, instructions, guidelines, and policies and procedure manuals written in the English language.
• Ability to understand oral and verbal communication while using Valley View Casino & Hotel's communication tools, including but not limited to cell phones, email, and radios.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form, following established guidelines, policies, and procedures.
• Ability to identify basic technical issues, gather relevant information, and escalate or assist in resolution as appropriate.
• Ability to perform basic mathematical functions such as addition, subtraction, multiplication, and division.
• Must demonstrate good judgment when providing information to guests and maintain positive guest relations at all times.
• Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency.
• Must be able to successfully pass applicable auditions or skill testing and a drug screening.

Preferred Qualifications:

• CompTIA A+ certification
• Previous experience in a customer service, help desk, or technical support role.
• Basic familiarity with computer hardware, software installation, troubleshooting, Microsoft Windows environments, and standard office applications.
• Previous experience with phone systems, POS systems, Apple devices, property management systems, hospitality systems, or gaming systems.
• Previous experience working in a casino, gaming, hospitality, or similar 24/7 operational environment.
• Spanish language skills are a plus.
• Previous experience working in a casino.
• Casino or gaming environment.

Physical Requirements of the Position:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

• Clear vision (close, distant, color, peripheral, and depth perception) is needed for navigating office and casino environments, reading and reviewing reports and policies, operating data processing equipment and other essential job functions.
• While performing the duties of this job, the Team Member is regularly required to talk and hear.
• The Team Member is regularly required to sit and use hands to finger, manipulate, handle, or feel.
• The Team Member is frequently required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and taste or smell.
• The Team Member must frequently lift and/or move up to 25 pounds and occasionally required to lift and/or move up to 50 pounds.

Working Conditions:

• The Casino is open 24 hours per day, seven (7) days per week; therefore, you must be flexible to work any and all shifts.
• While performing the duties of this job, the Team Member is exposed to secondhand tobacco smoke, moving mechanical parts and fumes or airborne particles.
• The Team Member is usually subject to inside environmental conditions, which provide protection from weather conditions, but not necessarily from temperature changes.
• The Team Member is occasionally subject to outside environmental conditions and to wet and/or humid conditions.
• The noise level in the work environment is usually moderate. When on the casino floor, the noise level increases to loud.
• This position may occasionally require availability outside of standard business hours to assist with time-sensitive security-related tasks. Flexibility to support broader IT operations is also expected, especially during critical incidents or cross-functional initiatives.

Other Information:

• Native American hiring preference applies.
• This job description does not list all the duties of the job. You may be instructed by management to perform other tasks or functions.
• You will be evaluated in part based upon your performance of the tasks listed in this job description and your ability to commit to the Standards of Excellence.
• Management has the right to revise this job description at any time.
• The job description is not a contract for employment.

All team members are obligated to support and uphold the Valley View Casino & Hotel's Standards of Excellence as outlined in the Team Member Guide to Success. Maintain positive guest relations at all times, resolving guest complaints and ensuring guest satisfaction. Greeting guests in a courteous and caring manner using personalized service.

Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency. Must be able to successfully pass applicable auditions or skill testing and a drug screening test. While performing the duties of this job, the Team Member is exposed to second hand tobacco smoke, moving mechanical parts and fumes or airborne particles. The Casino is open 24 hours per day, seven (7) days per week; therefore, you must be flexible to work any and all shifts.