Technician I - Information Technology

Job Description

Job Description

The Technician I – IT provides first-level technical support across a broad range of systems and applications at Morongo Casino Resort & Spa. This role is responsible for supporting desktop hardware and software, networking, telephone/PBX systems, and enterprise applications. The technician will also perform user support, hardware setup, and troubleshooting across casino, hotel, and back-of-house operations, ensuring system stability and compliance with internal controls.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Assists the IT Manager with maintenance and support of all computer systems on-site.
• Installs software applications and documents user licensing for compliance tracking.
• Networks multi-user applications and performs LAN configurations and installations.
• Tests, diagnoses, and supports various hardware, software, and network components.
• Terminates and meters Cat5e/6 network cabling and patch panels.
• Adds, moves, and modifies Avaya DS G3 telephone and voicemail systems (Audix).
• Manages users and groups within Active Directory and Exchange (2003).
• Maintains user profiles on AS/400/5250 systems and other enterprise platforms.
• Supports user accounts and permissions in:
  • Time and Attendance (TimeWorks)
  • ACSC Slot Accounting System
  • Infinium GL/HR System
  • InfoGenesis POS
  • Multimedia Lottery System
• Maintains records and service requests using MIS Helpdesk Tracking System (Track-it).
• Provides basic training and support to end users on core applications and systems.
• Maintains and supports AS/400 printers and in-house developed software.
• Ensures MICS compliance and promotes network security and operational stability.
• Conducts routine preventative maintenance on hardware, including desktop PCs and printers.
• Interfaces with departments to support and resolve end-user issues.
• Performs other job-related duties as assigned.

SUPERVISORY RESPONSIBILITIES:
This position does not have direct supervisory responsibilities but may provide guidance or support to other team members.

QUALIFICATIONS:

• Demonstrated ability to maintain confidentiality of sensitive information.
• Knowledge of desktop operating systems, networking principles, and standard IT support practices.
• Strong troubleshooting and communication skills.
• Ability to collaborate with internal departments and maintain positive guest and team member relationships.

EDUCATION and/or EXPERIENCE:

• High school diploma or equivalent preferred.
• Associate’s degree in Information Technology, Computer Science, or a related field is preferred.
• Entry-level certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate are a plus.
• Minimum of 1–2 years of experience in IT support, help desk, or desktop support roles.
• Basic knowledge of computer hardware, operating systems, mobile devices, and network connectivity.
• Ability to diagnose and resolve technical issues for end-users via phone, remote tools, or in-person.
• Strong customer service, communication, and problem-solving skills.
• Experience with ticketing systems, asset tracking, and software installation procedures.
• Prior experience in a casino, resort, or enterprise-level environment is preferred.

LICENSES, CERTIFICATES, REGISTRATIONS:

Must have successfully completed a background check and obtained a gaming license issued by the Morongo Gaming Agency, as required.

LANGUAGE SKILLS:

Must be able to read and interpret documents in English, such as instructions, guidelines, policies, and procedures. Must also be able to communicate clearly and effectively with team members, management, and guests.  

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Communication Skills: Must be able to communicate clearly and professionally in person, by phone, and in writing with IT staff, end users, and other departments; must be able to follow instructions and provide basic technical assistance with clarity and patience.
• Lifting and Carrying: Frequently lifts and carries IT equipment including desktop computers, monitors, printers, and networking components weighing up to 40 pounds; may assist with transporting and installing hardware.
• Manual Dexterity: Regularly uses hands and fingers to connect devices, install hardware, operate diagnostic tools, manage cabling, and perform basic technical repairs.
• Mobility: Frequently moves throughout office spaces, data rooms, and operational areas to provide technical support; may be required to crawl under desks, climb ladders, or access tight areas.
• Stationary Work: Occasionally remains seated while imaging devices, documenting support activities, or configuring systems at a desk or workstation.
• Tool Operation: Regular use of computers, software utilities, hand tools, cable testers, and other IT-related equipment; responsible for safe handling and accurate configuration of all assigned devices.
• Visual Acuity: Requires excellent near vision to install hardware, verify cable connections, read screen output, and review technical documentation with attention to detail.
• Working Conditions: Operates primarily in office and support environments with occasional visits to server rooms or guest-facing areas; may be exposed to moderate noise, warm equipment areas, and a smoking environment when near or within casino and public zones.

WORK ENVIRONMENT:

This is a dynamic, fast-paced environment that requires the ability to adapt and perform under pressure. The casino operates with moderate to loud noise levels and is a smoking environment, requiring team members to work comfortably in these conditions.

WORKING HOURS:

Morongo Casino Resort & Spa operates 24 hours a day, 365 days a year; therefore, flexibility in scheduling is essential. Team members must be available to work shifts that may include evenings, weekends, holidays, and special events. Schedules are subject to change based on business needs and may include overtime, as well as work on both weekdays and weekends.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) AND INDIAN PREFERENCE:

Morongo Casino Resort & Spa is an Equal Opportunity Employer and gives hiring preference to qualified Native Americans as allowed by law. We consider all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, veteran status, or national origin. 

We provide reasonable accommodations to qualified individuals with disabilities as required by the ADA. If you need help or an accommodation during the hiring process, please contact Human Resources.