Service Desk Analyst I

Under the supervision of the Supervisor, IT Operations,\u202Fthe\u202FService Desk Analyst I\u202Fshall ensure\u202Fproper computer operation so that end users can\u202Faccomplish\u202Fbusiness tasks. This includes receiving,\u202Fcreating,\u202Fprioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered\u202Fappropriate\u202Fand necessary to\u202Fmaintain\u202Fservice level agreements (SLA)\u202Fexpectations.\u202FProblem resolution may involve the use of diagnostic and help request tracking tools, as well as\u202Fassisting\u202Findividuals or providing\u202Fin-person, hands-on help\u202Fwith technical issues.\u202FThis role\u202Fwill primarily be tasked with providing support, including walk-ins, over-the-phone support, screen sharing or remote control, live chat support, or email support.\u202F

ESSENTIAL DUTIES AND RESPONSIBILITIES\u00A0

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1. Provides first\u00A0level technical\u00A0support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous,\u00A0timely, and effective resolution of end-user issues while providing best-in-class customer service.

2. Prioritizes incidents and service requests according to defined criteria to meet defined SLAs,\u202Fescalates\u202Fincidents with\u202Faccurate\u202Fdocumentation to suitable\u202Ftechnicians\u202For technology\u202Fverticals, and\u202Falerts\u202Fmanagement to emerging trends in incidents.\u202F

3. Uses\u00A0remote\u00A0assistance\u00A0tools and diagnostic utilities to aid in troubleshooting.\u00A0Identifies, writes, and enacts Service Desk scripts, user guides, and online solutions to common end-user problems. Provides guidance and technical recommendations to customers to resolve system issues.\u00A0

4. Records, tracks, and documents the service\u00A0desk\u00A0incident-solving steps, including all actions taken, through to final resolution\u00A0to meet operational service level standards.\u00A0

5. Research\u202Fsolutions through internal and external knowledge\u00A0base.\u202FIdentify\u202Fand learn\u202Fappropriate software\u202Fand hardware used and supported by the organization.\u202F

6. Deploys software to end user endpoints to include\u00A0laptop,\u00A0desktop,\u202Fand\u202Fmobile devices.\u202F

7. Develops help sheets, knowledge base articles, and Frequently Asked Questions (FAQ) lists for IT team members and end users.\u202F

8. Performs\u00A0other\u00A0duties\u00A0as\u00A0assigned\u00A0to\u00A0support\u00A0the\u00A0e\uFB03cient\u00A0operation\u00A0of\u00A0the\u00A0department.\u00A0

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EDUCATION, EXPERIENCE AND QUALIFICATIONS\u00A0

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• High School Diploma or GED\u00A0required.\u00A0
• Associate\u2019s degree in Computer Science\u00A0or related field preferred.\u00A0
• Minimum one\u00A0(1) year of related IT work experience is\u00A0required.\u00A0

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KNOWLEDGE,\u00A0SKILLS\u00A0AND ABILITIES (KSA)\u00A0

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• General IT Service Desk Experience is preferred.\u00A0
• Demonstrated ability to analyze and diagnose network, computer,\u00A0and or\u00A0telecom issues.\u00A0
• Ability to solve technical problems, work well under stress, and follow instructions.\u00A0
• Must\u00A0possess\u00A0excellent customer service and written/oral communication skills.\u00A0
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.\u00A0
• Experience working in\u00A0Casino\u00A0or Gaming industry is preferred.\u00A0
• Familiarity with Infrastructure, Messaging, Security, and Mobility platforms is desirable.\u00A0
• Strong documentation skills.\u00A0
• Ability to absorb and\u00A0retain\u00A0information quickly.\u00A0
• Must be able to present ideas in user-friendly language.\u00A0
• Highly self-motivated and directed.\u00A0
• Keep\u00A0attention to detail.\u00A0
• Proven analytical and problem-solving abilities.\u00A0
• Ability to effectively prioritize and execute tasks in a high-pressure environment.\u00A0
• Experience working in a team-oriented, collaborative environment is desired.\u00A0
• Ability to work assigned\u00A0shift\u00A0(day/swing/graveyard).\u00A0

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LICENSES, CERTIFICATIONS AND REGISTRATIONS\u00A0

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• At the discretion of the San Manuel Tribal Gaming Commission, you may\u00A0be required\u00A0to obtain and\u00A0maintain\u00A0a gaming license.\u00A0
• No Driving Responsibilities: Role does not require a driver\u2019s license or insurance.\u00A0

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PHYSICAL\u00A0REQUIREMENTS/\u00A0WORKING\u00A0CONDITIONS\u00A0\u2013\u00A0ENVIRONMENT\u00A0

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The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.\u00A0

• Primary\u00A0work environment is in a climate-controlled office setting.\u00A0
• Work requires travel to attend meetings, trade shows, and conferences.\u00A0
• Incumbents may\u00A0be required\u00A0to work evening,\u00A0weekend\u00A0and holiday shifts.\u00A0
• Must be able to work in a fast-paced, high-demand environment.\u00A0
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force\u00A0frequently\u00A0or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds\u00A0occasionally.\u00A0
• Sedentary work: involves sitting most of the time. Constantly\u00A0operates\u00A0a computer and other\u00A0\u00A0office productivity machinery, such as\u00A0a calculator, copy machine, and computer printer.\u00A0
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive\u00A0motions.\u00A0
• Hearing\u00A0sufficient\u00A0to hear conversational levels in person, via videoconference and over the telephone.\u00A0
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings,\u00A0\u00A0via videoconference and over the telephone.\u00A0
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and\u00A0figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.\u00A0
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter,\u00A0exit\u00A0and\u00A0operate\u00A0a motor vehicle\u00A0in the course of\u00A0travel to promotional events, meetings, conferences, trade\u00A0shows\u00A0and San Manuel properties.\u00A0
• Endurance\u00A0sufficient\u00A0to sit, walk and stand for extended periods, and\u00A0maintain\u00A0efficiency throughout the entire work shift and during extended work hours.\u00A0
• The employee may be exposed to fumes or airborne\u00A0particles\u00A0including secondhand smoke.\u00A0

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Reasonable accommodation will be made in compliance with all applicable\u00A0law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!