IT Service Desk Specialist I

IT Service Desk Specialist

At Golden Entertainment LLC, we don't just offer jobs — we build careers. In a business that's often about flash, we're the real deal. With a diverse portfolio of hospitality, gaming, and entertainment properties, we're powered by people who are passionate, reliable, and ready to make an impact. Whether you're just starting out or looking to take your career to the next level, you'll find real opportunities here — and a team that's as invested in your success as you are.

As the IT Service Desk Specialist, you are responsible for installing, troubleshooting, documenting, and maintaining all applications and hardware used across Golden Entertainment properties and corporate offices. You respond to incoming service desk calls and email requests from internal and external guests, ensuring timely resolution and adherence to established service levels. Through effective ticket management and prioritization, you deliver responsive technical support while upholding all company and departmental standards, policies, and procedures.

Essential Functions and Responsibilities:

• Answer and handle multiple phone calls while multitasking
• Facilitate the escalation of service requests to the appropriate experienced technician or group
• Follow-up to both internal and external guests on open and closed issues they have reported, as needed to ensure resolution has met or is meeting the guest expectations
• Identify and organize Service Desk tickets according to priority
• Installations of hardware and software, basic troubleshooting, maintenance of hardware and software applications, setup and maintain and teardown of audio/visual systems, program and maintain telecommunications system, networking, and wiring (pulling and termination)
• Monitor the MDF and IDF locations for all properties, ensuring that the environment is not exceeding pre-set thresholds, and the areas are free of debris
• Perform first-level root cause analysis for problems
• Provide first-level support in a timely manner for but not limited to the following; computer hardware, Microsoft programs, user management, print and file sharing, audio components, video and other visual components, telecommunications equipment, networking, and wiring
• Record, track and document service requests, problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company's guest service culture standards
• Perform other duties as assigned

Qualifications:

• Certification in A+, Net+, Sec+ is preferred
• Proven knowledge of methodology to troubleshoot issues with computer systems, audio / visual systems, telecommunications systems, and wiring
• Excellent interpersonal skills
• Must have a reliable means of transportation; some travel required
• Prior Casino / Hospitality / Guest Service experience preferred
• Prior experience with but not limited to the following Telecommunications Systems; Avaya Telecommunications, IP Telephony, FCS Voicemail preferred
• Prior experience with but not limited to the following Audio and Visual Systems; Crestron Control Systems, Soundweb Control Systems preferred
• Proven ability to apply commonsense and to solve problems, communicate effectively in both written and verbal forms of English, maintain professionalism, and confidentiality at all times, meet set goals and deadlines, identify factors that may impact ability to meet deadlines, provide a consistent, outstanding service to both internal and external guests, read, and comprehend Hardware and Software Documentation, and Manuals
• Proven knowledge of methodology to troubleshoot issues with computer systems, audio / visual systems, telecommunications systems, and wiring
• Prior experience using the Service Desk model (ITIL) to provide service, use of escalation path, and understanding of the appropriate technical group to escalate to is preferred
• Prior experience working directly with guests, to resolve complaints, issues, and concerns
• Prior experience working in a fast paced, rapidly changing environment that places high value on the security and confidentiality of the data
• Willing and able to work any and all shifts as assigned, including weekends and holidays
• General knowledge base of but not limited to the following products; Microsoft Operating Systems, Microsoft Programs and Suites, Adobe programs, Avaya One X client, Infogenesis, LMS, and Gaming systems
• Minimum 21 years of age
• High school diploma or equivalent required
• Degree in Information Technology or related field preferred

• Ability to effectively communicate in English, both written and verbal
• Obtain and maintain all work cards as required by the company
• Verify right to work in the United States

Work Cards:

• Gaming Registration

Physical Requirements:

• Occasionally push/pull up to 50lbs
• Occasionally lift and/or carry up to 50lbs at floor, knee, waist, and chest levels
• Occasionally squat, kneel, reach, bend, twist
• Constantly sit and work at a desk or computer
• Occasionally stand or walk
• Constant use of hearing and vision, distinguish between shades of color, and use tools or equipment requiring a high degree of dexterity

Work Environment Potential Conditions:

• Indoor
• Smoky & Noisy

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.

Ready to make your next move the right one? If you're looking for more than just a job — and want to be part of a team that values integrity, impact, and opportunity — we'd love to hear from you.