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Affinity Gaming · 1 day ago

Service Desk Level 1

Las Vegas, NV

Full-time

Onsite

Entry Level

2+ years exp

Affinity Gaming is a company focused on providing gaming entertainment, and they are seeking a Service Desk Level 1 to ensure proper computer operation for end users. The role involves receiving, prioritizing, and resolving end user help requests, as well as documenting issues and facilitating slot verifier role changes.

GamingPC GamesSocial Media

Responsibilities

Receiving, prioritizing, documenting, and actively resolving end user help requests

Problem resolution may involve the use of diagnostic and help request tracking tools

Priority function is to facilitate the daily changing of slot verifier roles in Slot System

Facilitate and document the Slot Verifier role changes on a daily basis and make any approved necessary changes as needed

Field incoming help requests from end users via both telephone and e-mail in a courteous manner

Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue within the help desk system

Build rapport and elicit problem details from help desk customers

Prioritize and schedule problems

Escalate problems (when required) to the appropriately experienced technician

Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution

Apply diagnostic utilities to aid in basic troubleshooting

Perform documented resolutions and analyze trends for ways to prevent future problems

Develop help sheets and frequently asked questions lists for end users

Perform other duties as assigned

Qualification

Micros POSAS400 platformMicrosoft WordMicrosoft ExcelMicrosoft OutlookCustomer serviceBasic mathematicsCommunication skillsTeamworkProblem-solving

Required

Minimum 21 years of age

Must possess a local valid driver license

Must obtain a Gaming registration

Associate degree in any computer course or two (2) years in a computer technical school

Experience with Micros POS

Excellent communication and people skills required for dealing with end-users and co-workers

Quick, accurate and able to handle several tasks at once

Must be computer literate

While performing the duties of this job, the employee is required to walk for extensive periods or to and from areas repeatedly when required by onsite calls

Must be able to move and/or carry equipment to various locations

Must be able to lift objects 10 pounds or up

Must be able to read, write, speak and/or interpret simple sentences in English

Must be able to communicate with managers, other employees and public customers

Must be able to perform basic mathematics and rules of standard and metric measurement and have knowledge of formulas related to the computer field, including binary, decimal and hexadecimal calculation

Must know basic electronic theory and be able to perform basic electrical computations based upon Ohm's Law

Excellent customer service skills are essential

Must be able to interact with managers, other employees, vendors, sales representatives and public customers

Must be able to work cohesively with co-workers and work as a team

Ability to carry out instructions

Ability to maintain a positive attitude towards customers, co-workers and other department staff

Preferred

Knowledge with various printers, including but not limited to HP, Lexmark, IBM; and software applications including, but not limited to, Microsoft Word, Excel, and Outlook, preferred, but not required

Familiarity with AS400 platform is preferable