Description
Summary
Ensure system operation and respond to end-user service calls and active IT operational incidents. Serve as the primary point of contact and resolve or escalate incidents to resolution.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Serve as the first contact with customers who need technical assistance via the phone or email
Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
Alert management to emerging trends in incidents.
Deploy pre-packaged software as needed using automated deployment tools.
Assist in software releases and rollouts according to change management best practices.
Assist in providing Level I support when request volumes are high.
Provide quick resolution and excellent customer service.
Act as an escalation point for advanced or difficult service requests.
Build rapport with service desk customers.
Resolve or further escalate issues affecting systems, adding value to the workflow through problem analysis, troubleshooting or vendor coordination.
Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
Keep record of problems and their resolution leveraging provided ticketing system (e.g. ServiceNow).
Use remote tools and diagnostic utilities to aid in troubleshooting.
Research solutions through internal and external knowledgebase as needed.
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
Install antivirus software and ensure virus definitions are up to date.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups with Service Desk Technicians as required.
Develop service sheets and FAQ lists for end users.
Contribute to technician knowledgebase and training as needed.
Reinforce SLAs to manage end-user expectations.
Suggest improvements on procedures.
Provide feedback on processes and make recommendations on areas to improve.
Supervisory Responsibilities
This job does not have any supervisory responsibilities.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill and/or ability required.
Education and/or Experience
One year related experience and/or training. Experience with desktop and server operating systems, including Windows, MacOS, and VMWare. Extensive application support experience with Microsoft Office productivity suite. Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
Computer Skills
Knowledge of advanced computer hardware, including desktop and laptop systems.
Language Skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry
Reasoning Ability
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram, mathematical or schedule form..
Age Requirement
Must be at least 21 years of age.
Certificates, Licenses, Registrations
Cache Creek Casino Resort Tribal Gaming License
Must have CompTIA A+ Certification
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 with or without reasonable accommodations.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch or crawl. The employee may occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job with or without reasonable accommodations.
While performing the duties of the job, the employee is occasionally exposed to the risk of electrical shock and secondhand tobacco smoke. The noise level in the work environment is usually moderate.
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