IT Help Desk Analyst
Base Salary: $25.74 - $29.61 DOE
Status: Full Time / Hourly / Non-Exempt
Gaming License Required: Class IIIA

GET TO KNOW THE ROLE

The Help Desk Analyst provides 1st level system phone and email support to business users, assisting them with PCs, peripheral equipment, mobile devices, and system software issues. The Help Desk Analysts are expected by to be knowledgeable IT support technicians who can solve basic to moderate IT issues without additional assistance from other team members while also always providing a high level of customer service.

WHAT YOU'LL DO

• Practice, support and promote the Vision and Mission Statements, and Core Values of the Muckleshoot Casino Resort (MCR).
• Provide 1st level support to the business users, by analyzing and resolving IT problems via phone and email
• Support/troubleshooting of moderately difficult hardware, software, network, mobile device, remote user, and phone related issues within a large enterprise environment.
• 1st level identification and escalation of Major Incidents using the approved IT process.
• Maintains passwords, data integrity, and system security for the desktop environment
• Document all work performed through a ticket tracking system and effectively track and route incidents to the appropriate teams within IT Conducts site surveys and implements moves; adds/changes modifications to existing equipment through work-request system.
• Assist in creating knowledgebase articles, checklists, FAQs, and End User training.
• Stay current with system information, changes, and updates.
• Follow all standard Helpdesk policies and procedures.
• Create, maintain, and facilitate a positive and safe work environment; promote positive team member relations and reports issues to appropriate personnel.
• Smile. Engage guests, team members and vendors with a professional and friendly demeanor.
• Perform other job duties as required.

WHAT YOU'LL BRING

• High school diploma or equivalent.

• At least 2-year basic computing experience or comparable training or demonstrated ability, experience with current Microsoft Desktop OS, IP Networking, computer hardware and PBX telephone systems.

• Associates Degree in Computer Science or a related field is a plus!

WE'RE DOUBLING DOWN ON YOUR FUTURE

• Competitive salary with discretionary performance bonuses 2x a year!
• Fully paid medical, prescription drug, dental and vision coverage for you and competitive premiums for your dependents.
• Complimentary meals and covered team member parking.
• Employer-paid life insurance, long-term disability and accidental death and dismemberment coverage. Flexible Spending Account options for health care expenses.
• Variety of additional voluntary benefits and retirement plans.

WHAT TO EXPECT

• Availability - Ability to work different shifts, holidays, weekends, and nights to support a 24/7 operation.
• Physical - Ability to maneuver in all areas of casino, ascent/descent from stairs, frequent standing, walking, sitting, reaching, stooping, kneeling, or crouching, and/or prolonged periods of time focusing on tasks. Ability to lift at least 25 lbs. May regularly need to lift/ move, push or pull up material or boxes necessary to the job function, with or without assistance.
• Environment - Exposure to environmental tobacco smoke (ETS) while working and traversing on the gaming floor.