IT Help Desk Administrator

Provide technical support and assistance to end-users within an organization. This role involves troubleshooting and resolving hardware and software issues, managing IT-related requests, and ensuring the overall functionality of the organization’s IT infrastructure. The administrator acts as a point of contact for users seeking technical help, providing solutions to problems with computers, networks, and software applications.

DUTIES AND RESPONSIBILITIES include the following:

• Log and track IT support tickets and ensure they are resolved in a timely manner.
• Maintain accurate records of incidents, requests, and resolutions to build a knowledge base for future reference.
• Respond to and resolve user issues related to hardware, software, and network systems.
• Assist the department with projects required to monitor or help expedite the work process.
• Assist with user account creation, password resets, and access control issues.
• Maintains the highest level of confidentiality within the department.
• Works to identify trends and provide solutions to recurring issues.
• Ensures high-quality customer service and timely ticket resolution.
• Acts as a resource regarding departmental activities and operations for the Sr. Director of Information Technology and other department management.
• Maintains workflows within the helpdesk system to aid automation of processes.
• Maintains and identifies issues with the Imprivata profiles for new and existing software related to user lockouts.
• Advises the Information Technology Department of any relevant or important information pertaining to the responsibilities of the department or the operations of the company.
• Escalate complex issues to higher-level technical support when necessary.
• Maintain a comprehensive knowledge base of troubleshooting guides and frequently asked questions for the helpdesk system.
• Places and receives telephone communications in a cordial and helpful tone of voice, taking accurate messages as needed, and relaying the same to the appropriate person(s).
• Maintain maintenance alerts for all reoccurring events within the department.
• Facilitates the flow of information throughout the property by attending regularly scheduled departmental meetings.
• Held accountable, to a high degree, for the accuracy, confidentiality, and thoroughness of departmental records and reports.
• Must be able to maintain an appropriate Gaming License.
• Responsible for maintaining a consistent and regular attendance record.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

EDUCATION and/or EXPERIENCE

High School diploma or General Education Degree GED required; bachelor’s degree from a four-year college or university preferred. Minimum of three to five years’ strong IT experience required.

SPECIAL QUALIFICATIONS

You must possess excellent communication skills and be able to maintain the highest level of confidentiality within the department and the company. Must be computer-literate, with appropriate software; ability to take accurate minutes of meetings required.

LANGUAGE SKILLS

Ability to read, analyze, and interpret documents, such as safety rules, maintenance manuals, and policies and procedures. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

Ability to apply logical understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables.

PHYSICAL DEMANDS

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

While performing the duties of this job, the associate is regularly required to talk or listen. The Associate is also regularly required to stand, walk; sit; and use hands to finger, handle, or feel objects, tools, or controls. The associate is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT

• The work environmental characteristics described here represent what associates may encounter while performing the functions of this job. 
• The noise level in the work environment is usually moderate. 
• When on the casino floor, and other work areas, the noise level may become loud. 
• When on the casino floor or other designated areas may be subjected to tobacco smoke and/or bright flashing lights.

Saracen Casino Resort is an equal opportunity employer.