Kickapoo Lucky Eagle Casino
IT - Service Desk Technician
Kickapoo Lucky Eagle Casino, Eagle Pass, Texas, United States, 78852
Reports to:
Service Desk Supervisor
Job Summary:
Team member provides a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment.
Essential Functions:Ensure compliance with the applicable Tribal, Federal and other laws and gaming regulations and Kickapoo Lucky Eagle policies and procedures.Ensure the highest possible standards of guest services by properly listening and responding to guest and team member concerns and questions.Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.Resolve problems using diagnostic and help request tracking tools and provide in-person, hands-on help at the desktop level.Field incoming help requests from end users via telephone, radio, chat, e-mail, or other communications channel in a courteous manner.Escalate problems (when required) to the appropriate channel.Access software updates, drivers, knowledge bases, and frequently asked questions.Identify and learn appropriate software and hardware used and supported by the organization.Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.Test fixes to ensure problem has been adequately resolved.Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Collaborate with Field Technician/Network Technician/Application Support Analyst to ensure efficient operation of the company's desktop computing environment.Perform post-resolution follow-ups to help requests.Develop help sheets and frequently asked questions lists for end users; resources on the Internet to aid in problem resolution.Support multiple applications.Conduct research into a wide range of computing issues as required.Directly responsible for monitoring on-site vendors and related-work, including resolving and communicating about IT-related issues.Perform account management, including password reset and unlocking accounts.Collaborate interdepartmentally.Attend and participate in all department and casino mandatory meetings as required.Demonstrate and promote KLECH core values and MAD skills.Manage and maintain security of confidential information entrusted to position.Attend and satisfactorily complete all required training as assigned.Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed.The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director.Perform other duties as assigned.Minimum Requirements to Qualifications:
Must have High School Diploma or GED.Must possess a certification in A+, Net+, or MCP or minimum of two (2) years of recent work related experience; an equivalent combination of education and experience will be considered.Strong communication skills in English both written and oral. Spanish or other language skills a plus.Other Criteria:
Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.
Skills and Abilities:
Ability to work independently with minimal supervision.Ability to maintain effective relationships with the General Manager, Directors, Managers and all staff.Ability to work under pressure in a fast paced, stressful environment.Ability to meet multiple deadlines and multi-task.Ability to have strong critical thinking, analytical and guest service skills.Must possess a positive attitude with strong organizational and leadership qualities.Ability to add, subtract, multiply and divide in all units of measure.Ability to define problems, collect data, establish facts and draw conclusions.Ability to understand complex instructions and material.Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers of all levels.Ability to work effectively with individuals and demonstrate leadership and team building skills with empathy and enthusiasm.Ability to maintain confidentiality.Ability to follow and comply with established Casino guest service programs.Physical Demands:
While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, bend for extended periods; reach with hands and arms; talk and listen on a regular basis.The team member must be able to concentrate for prolonged periods.Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.The team member must be able to communicate effectively in person or using telecommunications equipment.The team member must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone and calculator.Frequently lift and/or move up to 50 lbs.Work Environment:
Normal office setting and casino floor.Frequent walking and standing in a smoke filled environment and frequent contact with the general public.Temperature controlled environment with varying noise levels. May be exposed to high levels of noise throughout the day.Extended hours and irregular shifts may be required including nights, weekends and holidays.Must be able to perform under pressure and work long hours under stressful conditions.May be exposed to the risks associated in attempting to resolve issues with difficult guests and extremely irate staff members.May be exposed to various types of lighting including, but not limited to: artificial fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.Travel may be required to perform one or more essential functions of this position.Conditions of Employment:
Must be able to obtain and retain a KTTT Gaming Commission License, including successful completion of background check necessary to obtain and maintain license. Responsible to keep all documents current and valid at all times.Must be able to provide authorization to work in the United States.Must be at least 18 years of age.Must have access to reliable transportation to commute to and from work.Must comply with KLEC handbook, internal policy and procedures, and gaming regulations set within KLEC.
Service Desk Supervisor
Job Summary:
Team member provides a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment.
Essential Functions:Ensure compliance with the applicable Tribal, Federal and other laws and gaming regulations and Kickapoo Lucky Eagle policies and procedures.Ensure the highest possible standards of guest services by properly listening and responding to guest and team member concerns and questions.Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.Resolve problems using diagnostic and help request tracking tools and provide in-person, hands-on help at the desktop level.Field incoming help requests from end users via telephone, radio, chat, e-mail, or other communications channel in a courteous manner.Escalate problems (when required) to the appropriate channel.Access software updates, drivers, knowledge bases, and frequently asked questions.Identify and learn appropriate software and hardware used and supported by the organization.Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.Test fixes to ensure problem has been adequately resolved.Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Collaborate with Field Technician/Network Technician/Application Support Analyst to ensure efficient operation of the company's desktop computing environment.Perform post-resolution follow-ups to help requests.Develop help sheets and frequently asked questions lists for end users; resources on the Internet to aid in problem resolution.Support multiple applications.Conduct research into a wide range of computing issues as required.Directly responsible for monitoring on-site vendors and related-work, including resolving and communicating about IT-related issues.Perform account management, including password reset and unlocking accounts.Collaborate interdepartmentally.Attend and participate in all department and casino mandatory meetings as required.Demonstrate and promote KLECH core values and MAD skills.Manage and maintain security of confidential information entrusted to position.Attend and satisfactorily complete all required training as assigned.Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed.The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director.Perform other duties as assigned.Minimum Requirements to Qualifications:
Must have High School Diploma or GED.Must possess a certification in A+, Net+, or MCP or minimum of two (2) years of recent work related experience; an equivalent combination of education and experience will be considered.Strong communication skills in English both written and oral. Spanish or other language skills a plus.Other Criteria:
Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.
Skills and Abilities:
Ability to work independently with minimal supervision.Ability to maintain effective relationships with the General Manager, Directors, Managers and all staff.Ability to work under pressure in a fast paced, stressful environment.Ability to meet multiple deadlines and multi-task.Ability to have strong critical thinking, analytical and guest service skills.Must possess a positive attitude with strong organizational and leadership qualities.Ability to add, subtract, multiply and divide in all units of measure.Ability to define problems, collect data, establish facts and draw conclusions.Ability to understand complex instructions and material.Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers of all levels.Ability to work effectively with individuals and demonstrate leadership and team building skills with empathy and enthusiasm.Ability to maintain confidentiality.Ability to follow and comply with established Casino guest service programs.Physical Demands:
While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, bend for extended periods; reach with hands and arms; talk and listen on a regular basis.The team member must be able to concentrate for prolonged periods.Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.The team member must be able to communicate effectively in person or using telecommunications equipment.The team member must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone and calculator.Frequently lift and/or move up to 50 lbs.Work Environment:
Normal office setting and casino floor.Frequent walking and standing in a smoke filled environment and frequent contact with the general public.Temperature controlled environment with varying noise levels. May be exposed to high levels of noise throughout the day.Extended hours and irregular shifts may be required including nights, weekends and holidays.Must be able to perform under pressure and work long hours under stressful conditions.May be exposed to the risks associated in attempting to resolve issues with difficult guests and extremely irate staff members.May be exposed to various types of lighting including, but not limited to: artificial fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.Travel may be required to perform one or more essential functions of this position.Conditions of Employment:
Must be able to obtain and retain a KTTT Gaming Commission License, including successful completion of background check necessary to obtain and maintain license. Responsible to keep all documents current and valid at all times.Must be able to provide authorization to work in the United States.Must be at least 18 years of age.Must have access to reliable transportation to commute to and from work.Must comply with KLEC handbook, internal policy and procedures, and gaming regulations set within KLEC.