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Golden Entertainment, Inc. · 9 hours ago

SERVICE DESK SUPPORT SPECIALIST 1

Las Vegas, NV

Full-time

Onsite

New Grad, Entry Level

Golden Entertainment, Inc. is a company that provides gaming and entertainment services. They are seeking a Service Desk Support Specialist 1 to install, troubleshoot, document, and maintain applications and hardware across their properties while providing timely assistance to internal and external guests.

GamingInternetSocial Media

No H1B

Responsibilities

Answer and handle multiple phone calls while multitasking

Facilitate the escalation of service requests to the appropriate experienced technician or group

Follow-up to both internal and external guests on open and closed issues they have reported, as needed to ensure resolution has met or is meeting the guest expectations

Identify and organize Service Desk tickets according to priority

Installations of hardware and software, basic troubleshooting, maintenance of hardware and software applications

Monitor the MDF and IDF locations for all properties, ensuring that the environment is not exceeding pre-set temperature thresholds

Perform first-level root cause analysis for problems

Provide first-level support in a timely manner for but not limited to the following: computer hardware, Microsoft programs, user management, print and file sharing, audio components, video and other visual components

Record, track and document service requests, problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution

Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, as they apply to the position

Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards

Perform other duties as assigned

Qualification

A+ CertificationNet+ CertificationSec+ CertificationService Desk model (ITIL)Microsoft Operating SystemsMicrosoft ProgramsAdobe programsInfogenesisLMSGaming systemsGuest service experienceInterpersonal skillsProblem-solving

Required

Proven knowledge of methodology of triaging, troubleshooting and escalating incidents

Excellent interpersonal skills

Must have a reliable means of transportation; some travel required

Proven ability to apply commonsense and to solve problems, communicate effectively in both written and verbal forms of English, maintain professionalism, and confidentiality always, meet set goals and deadlines, identify factors that may impact ability to meet deadlines, provide a consistent, outstanding service to both internal and external guests, read, and comprehend Hardware and Software Documentation, and Manuals

Prior experience working directly with guests, to resolve complaints, issues, and concerns

Prior experience working in a fast paced, rapidly changing environment that places high value on the security and confidentiality of the data

Willing and able to work all shifts as assigned, including weekends and holidays

General knowledge base of but not limited to the following products: Microsoft Operating Systems, Microsoft Programs and Suites, Adobe programs, Infogenesis, LMS, and Gaming systems

Minimum 21 years of age

High school diploma or equivalent required

Proven experience providing high level of guest service

Obtain and maintain all work cards as required by the company

Verify right to work in the United States

Lifting, pulling, pushing, carrying, bending/kneeling, continuously standing and walking (about 50% of the time)

Sitting at a desk or table (up to 50% of the time)

Ability to lift, pull or push and at times carry up to 50 lbs

Proven ability to maintain a high level of concentration over an extended period of time

Proven ability to work in noisy, cold environments

Vision, speech, hearing, and literacy (critical)

Preferred

Certification in A+, Net+, Sec+ is preferred

Prior Casino / Hospitality / Guest Service experience preferred

Prior experience using the Service Desk model (ITIL) to provide service, use of escalation path, and understanding of the appropriate technical group to escalate to is preferred

Company

Golden Entertainment, Inc.

Golden Entertainment owns and operates a diversified entertainment platform, consisting of a portfolio of gaming and hospitality assets that focus on casino and branded tavern operations.

Founded in 1998