Help Desk Support

Help Desk Support 

Department: Information Technology  

Classification: Key 

Exemption Status: Non-exempt 

Reports To: Senior Manager, Information Technology  

Pay Grade: TBD 

Location: All GLC Properties  

Position Summary — The Help Desk Support position assists staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment, and software complying with given standards and guidelines

Essential Functions — An individual in this role must be able to perform the following functions with or without reasonable accommodation. 

• Train and guide staff on hardware and software usage. 

• Participate in important technological department projects and perform problem diagnosis of network and desktop environment under IT Management direction. 

• Ensure desktop computers interconnect seamlessly with diverse systems. 

• Interact with vendor support contacts to resolve technical problems with desktop computing equipment and software. 

• Identify and repair hardware and network connectivity issues. 

• Install hardware and peripheral components like disk drives, printers, keyboards and monitors. 

• Load software packages such as networking components, operating systems and office applications. 

• Install, repair, and conduct preventive maintenance of personal computers. 

• Troubleshoot software and hardware failures and determine network problems. 

• Diagnose and resolve incidents using documented procedures to perform responsibilities. 

• Configure PCs and laptops, problem ticket resolutions, and track problems using the Help Desk system. 

Qualifications   

• High school diploma or G.E.D. and two (2) years' experience in related field required. 

• Customer service experience preferred. 

Knowledge, Skills, and Abilities  

• Knowledge of computer hardware, peripherals, and common software applications. 

• Ability to quickly identification and diagnosis of hardware, software, or network issues. 

• Knowledge of troubleshooting techniques for problem resolution. 

• Strong verbal and written communication for clear user interactions. 

• Ability to remain calm, patient, and empathetic in customer interactions. 

• Familiarity with help desk ticketing systems. 

• Ability to prioritize and efficiently manage support tickets. 

• Effective teamwork and collaboration with other support personnel and IT professionals. 

• Willingness to share knowledge and best practices with colleagues. 

• Ability to learn and adapt to new technologies and tools. 

• Ability to handle a variety of tasks and adapt to changing priorities. 

Other Requirements — Required to obtain and maintain a Seneca Cayuga tribal gaming license and a state issued I.D. All applicants must successfully pass a pre-employment drug screening prior to beginning employment. Must be at least 18 years of age.

Physical Requirements — Must be able to lift up to 50 lbs.; climb, bend or kneel for extended periods. 

Work Environment — Grand Lake Casino is a drug and alcohol-free workplace; Must be able to work in a casino environment which includes high levels of smoke, dust, noise, and bright flashing lights. 

Special Working Conditions — This position requires the flexibility to work any shift, including weekends and holidays.

This position description is not an exhaustive listing of the expectations associated with the role and additional tasks may be assigned as needed by management. Changes to this document may only be made by a member of the Human Resources Department. 

Grand Lake Casino is an Indian Preference Employer. You must be able to pass a drug screen with negative results. Employees are expected to know existing Grand Lake Casino policies and know to refer to those policies when necessary. 

Grand Lake Casino reserves the right to amend this job description.