Position Summary:

Under general direction from the Manager of Information Technology (IT) Operations, the IT Help Desk Technician provides frontline technical support for a gaming casino, ensuring the reliability, security, and functionality of IT systems. This role involves troubleshooting hardware, software, and network issues, managing user access, and maintaining compliance with Tribal Gaming Commission (TGC), state, and federal regulations. The technician delivers exceptional customer service by assisting employees with technical problems, supporting IT infrastructure, and ensuring operational continuity for gaming and business systems.

This list of duties and responsibilities illustrates only the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities:

• Technical Support & Troubleshooting
  • Install, configure, and maintain desktop computers, laptops, printers, VoIP phones, and peripheral devices to ensure optimal performance for Casino team members and guests.
  • Diagnose and resolve hardware failures, connectivity issues, and performance degradation.
  • Administer user accounts, access controls, and permissions within Active Directory and other IT systems.
  • Monitor, manage, and respond to incoming help desk tickets, emails, and radio requests, prioritizing critical issues and ensuring timely resolutions.
  • Escalate complex or high-priority issues to senior technicians or specialized IT staff..
  • Support casino administrative systems, point-of-sale (POS) terminals, and internal applications.
  • Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365 applications, business-critical software, and casino administrative systems.
• User Assistance & Training
  • Provide technical support via phone, email, radio, and in-person interactions.
  • Assist employees with software usage, system navigation, and troubleshooting procedures.
  • Educate staff on IT security best practices to safeguard sensitive casino data.
  • Document common technical issues and resolutions to improve response efficiency.
• System Maintenance & Compliance
  • Assist with performing routine system checks, updates, and patch management to minimize downtime and prevent security vulnerabilities.
  • Maintain compliance with Tribal Gaming Commission (TGC), federal, and Casino IT policies.
  • Protect confidential information and enforce cybersecurity measures in line with industry regulations.
• Professional Development & Collaboration
  • Stay current on emerging technologies, industry trends, and security protocols.
  • Work collaboratively with IT team members and other departments to support casino operations.
  • Participate in regular team meetings, training sessions, and professional development opportunities.

Direct Reports:  None.

Access to Sensitive Areas:  All areas when accompanied by authorized personnel and/or security. 

Signatory Authority:  None.

Minimum Qualifications:

High School Diploma or GED – Associates degree preferred.  1-3 years progressive work experience in computer desktop support or equivalent combination of education and experience.  CompTIA A+, Network+, ITIL v4, and Microsoft 365 certifications are preferred.  Excellent interpersonal skills, written and verbal communication, proven analytical and problem-solving abilities are required.   Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain gaming license. 

Knowledge, Skills and Abilities:

• Proficiency in Windows-based systems, including Microsoft Server, Microsoft Office Suite, and enterprise software applications.
• Understanding of networking fundamentals, including TCP/IP, DNS, and Active Directory administration.
• Familiarity with Microsoft certification standards and best practices for IT support.
• Strong troubleshooting and problem-solving abilities for hardware, software, and network issues.
• Proficiency in word processing, spreadsheets, and database applications in a Windows environment.
• Ability to prepare, review, and analyze technical documentation and operational reports.
• Assess technology needs and ensure system performance meets operational requirements.
• Implement, test, and maintain network systems and software applications.
• Work independently, manage time effectively, and meet strict deadlines.
• Maintain confidentiality and uphold casino IT security policies.
• Communicate clearly and professionally, both verbally and in writing.
• Build and maintain positive working relationships across diverse teams and cultural backgrounds

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is regularly required to stand, walk, sit, use hand to finger, handle or feel objects, tools or controls, and reach with hands and arms. The employee frequently lifts and/or moves up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, color vision, and the ability to adjust focus.

Work Environment:

While performing the duties of this position, the work environment is occasionally noisy and the employee will work indoors. Additionally, the employee may be exposed to cigarette smoke

Must be able to work Nights, Weekends, and Holidays