GENERAL SUMMARY

Provides administrative support to the department Executives and Directors by performing assignments requiring considerable research, initiative, and independent discretion.  The duties include composing and preparing confidential documents, correspondence, and reports of a critical and strategic nature; maintaining executive's calendar and scheduling appointments, managing helpdesk tickets and managing projects as needed. 

CORE SCOPE OF POSITION

• Helpdesk Ticket Management:
  • Monitor and manage the helpdesk ticket system queue to ensure tickets are addressed promptly.
  • Assign tickets to appropriate IT staff based on priority and expertise.
  • Track ticket progress and ensure timely resolution in accordance with SLA requirements.
  • Regularly follow up on open tickets to ensure they are progressing towards resolution.
  • Communicate with IT staff and end-users to provide updates on ticket status.
  • Ensure all tickets are resolved and closed within the designated SLA timeframe.
  • Identify tickets that require escalation due to complexity or urgency.
  • Escalate tickets to higher-level IT staff or management as needed.
  • Monitor escalated tickets to ensure they are resolved promptly.
  • Verify that all resolved tickets meet quality standards before closure.
  • Communicate with end-users to confirm issue resolution and satisfaction.
  • Document ticket resolutions and maintain accurate records in the helpdesk system.
• Administrative Support to the CIO:
  • Manage the CIO's calendar, schedule meetings, and coordinate appointments.
  • Prepare and edit correspondence, communications, presentations, and other documents for the CIO.
  • Handle confidential information with discretion and professionalism.
  • Organize and maintain files and records, ensuring they are up-to-date and easily accessible.
  • Assist with the preparation of reports and presentations for executive meetings.
  • Coordinate travel arrangements and itineraries for the CIO.
  • Act as a liaison between the CIO and other departments, ensuring smooth communication and collaboration.
• General Administrative Support:
  • Assist IT executives and directors with scheduling, correspondence, and other administrative tasks.
  • Prepare reports and presentations as needed.
  • Coordinate meetings and events for the IT department.
  • May prepare and verify daily and biweekly payroll information for department, ensuring that team members receive correct pay for hours worked.
  • Arranges programs, events, or meetings by arranging for facilities and caterer, issuing information or invitations, coordinating speaker, and controlling event budget.
  • Performs special projects as requested.  Determines method of research, data and information requirements, and analysis techniques. Compiles and analyzes data.  Prepares reports/recommendations for action by director/manager.
  • Processes and maintains confidential personnel records and timesheets and acts as a resource for other team members on basic Human Resource and other policies and procedures.  May assist in recruitment of open positions in the department.  Explains benefits and Human Resource policies and procedures to newly hired team members.
  • Coordinates the work of outside vendors and contractors providing maintenance, repair, and other services as requested.
  • Arranges travel plans and itineraries.  Prepares documents for travel-related meetings.
  • Performs a variety of clerical duties, such as maintaining files, ordering supplies, copying and Faxing documents preparing check requests and expense reports, and opening and distributing incoming mail.
  • Acts with discretion and confidentiality in handling sensitive material; required to sign and adhere to a confidentiality agreement.
  • Maintains a clean, safe, hazard-free work environment within area of responsibility.
  • Performs all related and compatible duties as assigned.

STYLE SERVICE COMMITTMENT

All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of --- these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

INTERACTION

• Interacts with internal and external guests with a positive attitude and professionalism at all times.

SUPERVISION

• May supervise junior administrative assistants.

Required Skills

KNOWLEDGE AND SKILLS

• Proficient in the use of Microsoft Outlook, Word, Excel, and Internet Explorer OR knowledgeable in the use of a variety of software programs, such as Microsoft Office, Word, Excel, and PowerPoint, as specified in the departmental job summary.
• Ability to type 56 or more wpm OR at the speed specified in the departmental job summary.
• Excellent written, verbal, and interpersonal communication skills.
• Demonstrated leadership/supervisory skills.
• Ability to work in a high pressure, deadline oriented, and fast paced environment.
• Good organizational skills.
• The ability to maintain a high level of confidentiality.

Required Experience

EDUCATION/CERTIFICATION

• High school diploma or general education degree (GED).
• Associate's degree in related area preferred.

EXPERIENCE

• 5 years or more experience supporting executive level positions.