Golden Entertainment, Inc. · 3 weeks ago
IT Service Desk Specialist I
United States
Full-time
Remote
Entry LevelGolden Entertainment LLC is a company that focuses on building careers in the hospitality, gaming, and entertainment sectors. As the IT Service Desk Specialist, you will be responsible for providing technical support, troubleshooting applications and hardware, and ensuring compliance with company standards while delivering excellent guest service.
GamingTelecom & CommunicationsSocial MediaInternet
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, setup and maintain and teardown of audio/visual systems, program and maintain telecommunications system, networking, and wiring (pulling and termination)
Monitor the MDF and IDF locations for all properties, ensuring that the environment is not exceeding pre-set thresholds, and the areas are free of debris
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, telecommunications equipment, networking, and wiring
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, if 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
Required
Proven knowledge of methodology to troubleshoot issues with computer systems, audio / visual systems, telecommunications systems, and wiring
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 at all times, 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 any and 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, Avaya One X client, Infogenesis, LMS, and Gaming systems
Minimum 21 years of age
High school diploma or equivalent required
Ability to effectively communicate in English, both written and verbal
Obtain and maintain all work cards as required by the company
Verify right to work in the United States
Preferred
Certification in A+, Net+, Sec+ is preferred
Prior Casino / Hospitality / Guest Service experience preferred
Prior experience with but not limited to the following Telecommunications Systems; Avaya Telecommunications, IP Telephony, FCS Voicemail preferred
Prior experience with but not limited to the following Audio and Visual Systems; Crestron Control Systems, Soundweb Control Systems 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
Degree in Information Technology or related field 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
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1999-01-15IPO
Leadership Team
Charles Protell
President and Chief Financial Officer
Skylar Dice
SVP & General Manager
Recent News
Venture Capital
2026-05-05
2026-05-01
Company data provided by crunchbase