Help Desk Coordinator

• SUMMARY

  The help desk coordinator is the hub of the Information Technology department. This position is responsible for the daily operations of the helpdesk office.

  ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed, and other duties may be assigned
  • Understand, adhere to and assist in application of company computer policy and procedures
  • Monitors the helpdesk phone, email, radio channel and walk-in service area and communicates appropriately for individual situations
  • Provides first contact problem resolution
  • Responsible for all aspects of the problem escalation process
  • Responsible for maintaining the work order tracking system, responsibilities include ensuring work orders are entered, updated, finalized correctly and in a timely manner that is consistent with company service level agreements
  • Assists technical staff in the management of software licenses including tracking, filing, ordering, and ensuring compliance to individual licensing agreements
  • Manages departmental software, supplies, literature, physical equipment (phones, parts, PC’s, etc.) including price comparisons, delivery and storage to ensure that a methodology for tracking and maintaining minimum stock requirements are met
  • Observes the N.O.C. (Network Operations Center) equipment and notifies appropriate staff of failures, outages, or potential issues having a negative impact on the network performance or services
  • Schedules with outside vendors and contractors to complete Casino required work, acquisition of equipment related to contractual or vendor projects as require
  • Be accountable for and fully utilize EDGE, our guest experience program, with each guest interaction
  • Performs related duties as assigned
    
    QUALIFICATIONS
    To perform this job successfully, an individual must be able to perform essential duties satisfactorily. The requirements listed above and below are representative of the knowledge, skill and/or ability required for this position.
    
    Special Qualifications:
  • Two years of desktop/helpdesk support experience
  • Ability to work well in a team environment and/or alone
  • Knowledge of or limited technical experience with PC based systems and software including Microsoft Office products and Microsoft based operating systems
  • Ability to accurately transcribe details from paper, phone, or personal interaction into the Casino Help Desk software
  • Ability to manage work flow based upon pre-established priorities and follow up with technical staff to ensure completion
  • Knowledge of inventory procedures, asset management, tracking and distribution of supplies and hardware
  • Ability to schedule staff response to Help Desk issues using Microsoft Outlook calendaring, provided help desk software, or other means
    

LANGUAGE SKILLS
Ability to read and interpret documents, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to respond to common inquires or complaints from customers, regulatory agencies and staff. Ability to write routine reports and correspondence. Ability to effectively present information in one-on-one and small group situations. Effective interpersonal skills required.

MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in a all units of measure, using whole numbers, common fractions, and decimals and work with mathematical concepts such as probability and statistical inference. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY
Ability to apply commonsense reasoning to a variety of situations and deal with several abstract and concrete variables. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions furnished in written, oral, diagram, or schedule form and deals with several abstract and concrete variables. Ability to maintain visual attention and mental concentration needed to perform assigned duties in highly disruptive conditions. Must be detail orientated and possess organizational skills.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is also regularly required to stand; walk; sit; and use hands to finger coordination, handle or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl.

The employee is regularly required to lift up to 50 pounds and occasionally required to lift up to 75 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The employee is regularly exposed to radiation (from computers), as a great deal of the workday is spent working on spreadsheets or inputting data into the computer system.
The noise level in the work environment is usually moderate.
The employee is required to work in a smoke-filled environment.

Native American Preference