GENERAL SUMMARY

This IT helpdesk role is the first-line support person for IT. This position involves onsite troubleshooting of user computers issues. The ideal candidate has an ability to troubleshoot hardware and software issues. Has basic knowledge of Windows operating system, basic networking, Microsoft software packages. This position requires strong attention to details and communications skill set.

CORE SCOPE OF POSITION

• Provide first-line support for IT issues reported by users.
• Monitor systems and identify performance issues reactively.
• Understands the impact of operations.
• Add or update documentation of SOP/ KB’s
• Solve complex technical problems for Desktop PC, Laptops, Peripherals, and Mobile Devices as well as Telecom services and email services.
• Works within strict time scales and elevates incidents within defined time windows.
• Review, Assign, Resolve, Log comments and Close tickets within the ticketing system.
• Responds to calls from Remote Users and resolves issues with connectivity.
• Troubleshoot corporate software deployments, and Antivirus issues.
• Support patching of OSs when required.
• Responds to team member problems promptly and appropriately, escalates issues according to established procedures.
• Have familiarity with Microsoft Active Directory.
• Understands Microsoft Office 365, Exchange Corporate Email Systems (.pst, .ost and Archives file types).
• Strong writing and verbal communications skills.
• Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity.
• Ability to identify incident trends to elevate incidents in accordance with standard protocols.
• Possess creative ability, credibility, and self-confidence while communicating established company policies and providing exceptional customer service and overall world class employee experience.
• Maintain a high level of team member satisfaction by clarifying needs and ensuring that they are met.
• Work effectively in a multicultural environment.

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

• Always interact with a positive attitude and professionalism.

SUPERVISION

• Does not provide supervision to others.

Required Skills

KNOWLEDGE AND SKILLS

• Respond to end-user phone, email, or chat requests for support to resolve basic computer, application, system, device, access, or performance issues.
• Advise users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Documents incidents using help desk systems or tools.
• Ability to escalate problems to team to achieve issue resolution.
• Support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
• Fulfills all service level standards for response time and quality.
• Possesses a moderate understanding of general aspects of the job.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Required Experience

EDUCATION/CERTIFICATION

• A+ certification preferred.

EXPERIENCE

• 0-1+ years of related experience.
• Must have basic hands-on experience with Windows based systems.