- Highland, California, United States
- Entry
- 1+ years
Provide first‑level technical support and incident resolution for end users.
Responsibilities
- Provides first level technical support for incoming requests to the service desk via telephone, web portal, email, and chat
- Prioritizes incidents and service requests according to defined criteria to meet defined SLAs, escalates incidents with accurate documentation to suitable technicians or technology verticals
- Uses remote assistance tools and diagnostic utilities to aid in troubleshooting
- Identifies, writes, and enacts Service Desk scripts, user guides, and online solutions to common end‑user problems
- Records, tracks, and documents the service desk incident‑solving steps through to final resolution
Requirements
- High School Diploma or GED required
- Associate’s degree in Computer Science or related field preferred
- Nice to have: General IT Service Desk Experience
- Nice to have: Experience working in Casino or Gaming industry
- Nice to have: Familiarity with Infrastructure, Messaging, Security, and Mobility platforms