Nisqually Red Wind Casino
IT Technician I
Nisqually Red Wind Casino, Olympia, Washington, United States, 98502
Benefits of Working at Nisqually Red Wind Casino Include
:FREE Medical/Dental/Vision (Spouse and dependent coverage is also available at low rates and reasonable deductibles)FREE Short-Term Disability, Life and Accident InsuranceFREE Meal during shiftFREE gaming license renewalsFREE uniform dry cleaning services$1 per hour shift differentialPaid Time Off & Paid HolidaysFloating holidays401(K) Retirement Program (match up to 4%)AflacTuition ReimbursementHealth & Wellbeing ReimbursementTeam Member Assistance Program (The Team Member Assistance Program (EAP) provides our team members and their eligible dependents with confidential access to short-term, professional counseling and legal services at no additional cost.)Team Member Awards and Incentives (perfect attendance awards and yearly service awards)Flex spending and Dependent care spendingCareer advancement opportunitiesPeriodic Team Member contests and giveawaysTeam Member dining and gift shop discountsPOSITION OBJECTIVE:
Support and maintain the end-user information systems to assist the casino Team Members in providing excellent service and value to casino guests.
Our Mission:
To enhance continued economic viability and quality of life for the Nisqually Indian Tribe, our Team Members, and the neighboring communities
Our Vision:
Creating incredible experiences.
Our Core Values:
Integrity, Communication, Accountability, Respect, Teamwork
JOB SUMMARY:
Provide first-level telephone support and troubleshooting, such as password resets, printer configurations, break/fix instructions, support and maintain various software applications and hardware systems. This includes entering all calls into the Service Desk ticketing system and updating tickets according to the Priority Matrix. Triage service desk calls and tickets, strictly adhering to all escalation procedures to ensure all problems are resolved in a timely manner and with the highest level of service. Gather and analyze information about team member's issue and determine the best way to resolve the issue. May be assigned to routine functions regarding proprietary and non-proprietary software. Rely on instructions and pre-established guidelines to perform the functions of the job. Performs other related duties as assigned.
Requirements
QUALIFICATIONS
Required skills and knowledge:
High school diploma or GED certificateAny one or any combination of the following that totals two academic years (24 months): (a)college/vocational/technical training in computer related field (b) work experience related to computer software or hardwareElementary knowledge of computer functions and operationsElementary knowledge of networks and peripheralsElementary knowledge of diagnosing computer problemsBasic understanding of the OSI layerExcellent verbal and written communication skillsExcellent interpersonal skillsExcellent guest service skillsAbility to learn new concepts quicklyAbility to meet deadlinesAdministrative abilities, including record keepingPass NRWC pre-employment testingAbility to work all shifts including weekends and holidaysAbility to obtain a Class III Gaming LicensePreferred skills and knowledge:
Experience creating and presenting diagrammatic representationsAbility to problem solveAbility to take initiativePHYSICAL REQUIREMENTS:
Ability to stoop, kneel, crouch, reach, push and pullAbility to stand for longer than 8 hoursAbility to lift 75 poundsAbility to tolerate a smoke-filled environmentESSENTIAL FUNCTIONS OF THE JOB:
Troubleshoot and resolve basic to intermediate issues related to technical difficulties with hardware, software, connectivity, and networkPerform light system administration within Microsoft Active Directory and other applications such as password resets/unlocksDocument ALL requests and issues through the NRWC Service Desk ticketing system to ensure proper information from team member is obtainedAnswer calls on the NRWC Service Desk lineAssign/escalate tickets to Tier 2 and other internal support departments based on ticket criteria and resolution methodAct as a liaison between customers and internal support staff to ensure accurate problem interpretation. Maintain communications with customers during the problem resolution processIdentify, research, track and resolve technical problems in a timely mannerAbility to create concise knowledge documents based on the resolutions provided over the phone to end users for future referenceMaintain a trending list of repetitive issues to be brought to Management for attentionPerform other duties as assigned
NATIVE AMERICAN HIRING PREFERENCE
Rev:8/25/2023
Salary Description
$22.66
:FREE Medical/Dental/Vision (Spouse and dependent coverage is also available at low rates and reasonable deductibles)FREE Short-Term Disability, Life and Accident InsuranceFREE Meal during shiftFREE gaming license renewalsFREE uniform dry cleaning services$1 per hour shift differentialPaid Time Off & Paid HolidaysFloating holidays401(K) Retirement Program (match up to 4%)AflacTuition ReimbursementHealth & Wellbeing ReimbursementTeam Member Assistance Program (The Team Member Assistance Program (EAP) provides our team members and their eligible dependents with confidential access to short-term, professional counseling and legal services at no additional cost.)Team Member Awards and Incentives (perfect attendance awards and yearly service awards)Flex spending and Dependent care spendingCareer advancement opportunitiesPeriodic Team Member contests and giveawaysTeam Member dining and gift shop discountsPOSITION OBJECTIVE:
Support and maintain the end-user information systems to assist the casino Team Members in providing excellent service and value to casino guests.
Our Mission:
To enhance continued economic viability and quality of life for the Nisqually Indian Tribe, our Team Members, and the neighboring communities
Our Vision:
Creating incredible experiences.
Our Core Values:
Integrity, Communication, Accountability, Respect, Teamwork
JOB SUMMARY:
Provide first-level telephone support and troubleshooting, such as password resets, printer configurations, break/fix instructions, support and maintain various software applications and hardware systems. This includes entering all calls into the Service Desk ticketing system and updating tickets according to the Priority Matrix. Triage service desk calls and tickets, strictly adhering to all escalation procedures to ensure all problems are resolved in a timely manner and with the highest level of service. Gather and analyze information about team member's issue and determine the best way to resolve the issue. May be assigned to routine functions regarding proprietary and non-proprietary software. Rely on instructions and pre-established guidelines to perform the functions of the job. Performs other related duties as assigned.
Requirements
QUALIFICATIONS
Required skills and knowledge:
High school diploma or GED certificateAny one or any combination of the following that totals two academic years (24 months): (a)college/vocational/technical training in computer related field (b) work experience related to computer software or hardwareElementary knowledge of computer functions and operationsElementary knowledge of networks and peripheralsElementary knowledge of diagnosing computer problemsBasic understanding of the OSI layerExcellent verbal and written communication skillsExcellent interpersonal skillsExcellent guest service skillsAbility to learn new concepts quicklyAbility to meet deadlinesAdministrative abilities, including record keepingPass NRWC pre-employment testingAbility to work all shifts including weekends and holidaysAbility to obtain a Class III Gaming LicensePreferred skills and knowledge:
Experience creating and presenting diagrammatic representationsAbility to problem solveAbility to take initiativePHYSICAL REQUIREMENTS:
Ability to stoop, kneel, crouch, reach, push and pullAbility to stand for longer than 8 hoursAbility to lift 75 poundsAbility to tolerate a smoke-filled environmentESSENTIAL FUNCTIONS OF THE JOB:
Troubleshoot and resolve basic to intermediate issues related to technical difficulties with hardware, software, connectivity, and networkPerform light system administration within Microsoft Active Directory and other applications such as password resets/unlocksDocument ALL requests and issues through the NRWC Service Desk ticketing system to ensure proper information from team member is obtainedAnswer calls on the NRWC Service Desk lineAssign/escalate tickets to Tier 2 and other internal support departments based on ticket criteria and resolution methodAct as a liaison between customers and internal support staff to ensure accurate problem interpretation. Maintain communications with customers during the problem resolution processIdentify, research, track and resolve technical problems in a timely mannerAbility to create concise knowledge documents based on the resolutions provided over the phone to end users for future referenceMaintain a trending list of repetitive issues to be brought to Management for attentionPerform other duties as assigned
NATIVE AMERICAN HIRING PREFERENCE
Rev:8/25/2023
Salary Description
$22.66