Help Desk Staff

Overview

Provides support for basic service requests reported to the helpdesk desk. Responsibilities include initial assessment, triage, research, and resolution of basic service requests regarding the use of application software products and/or infrastructure components. The helpdesk staff is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff if needed. Problems beyond the scope of their ability or responsibility are resolved by assigning tickets to the appropriate IT staff for resolution.

MINIMUM QUALIFICATIONS:

• Must be 18 years of age or older.
• High School Diploma or GED. Associates Degree preferred.
• One year help desk, Desktop support or related experience.   
• Microsoft Certified Desktop Technician preferred.
• Casino experience preferred.
• Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
• Required to maintain a valid Driver’s License.
• Required to provide documents to show the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

Responsibilities

JOB DUTIES:

• Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and mobile devices.
• Answering the incoming call to the IT helpdesk, tracks requests for service via entering helpdesk tickets and categorizing them base on scope of service requested. 
• Coordinates assignment of tickets to staff; reviews and monitors trouble tickets to ensure the timely resolution of issues.
• Investigates user problems and identifies their source; determines possible solutions; tests and implements solutions.
• Provisions new hires, separations, and modifications of security privileges for users of Osage Casinos systems.
• Manages the process of reviewing & granting remote access (VPN) to vendors.
• Maintain IT equipment inventory as it relates to PCs, printers and mobile devices.
• Offer basic assistance with setup and use of audio-visual equipment for conference and training rooms.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Develop or maintain documentation as required.
• Performs other duties as required.

GUEST SERVICE:

• Provides excellent internal and external guest services, treating all guests with courtesy and consideration at all times.
• Cooperates and communicates with all employees, always exhibiting mutual respect and consistently projecting a positive, helpful image and attitude.
• Monitors production and service levels by interacting with guest and staff

COMMUNICATION:

• Ensures company information provided by management is effectively communicated to assigned staff and ensures staff concerns, request for information, and ideas for improvement are effectively relayed to management.
• Facilitates the flow of information throughout the area of responsibility by presiding over scheduled meetings with staff and team members as required.
• Stays informed of company information and communications by reviewing all e-mails, digital boards and SharePoint.

REGULATORY COMPLIANCE:

• Maintains excellent working relationships with other Company staff and all applicable regulatory commissions and other agencies as may be applicable to ensure compliance.
• Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act.

Qualifications

PHYSICAL DEMANDS:

• Required to sit for up to 8 hours per day.
• Ability to stand, walk, stoop, kneel or crouch while performing duties.
• Ability to use hands to finger, handle, or feel.
• Ability to use arms to reach and lift above shoulders.
• Must have normal auditory and good verbal communication.
• Ability to lift, push, or pull upwards of 15 pounds.

WORK ENVIRONMENT:

• Work is typically performed within an office and Casino setting.
• Exposure to second-hand smoke and a high noise level.
• Evening and weekend shifts may be required. Extended hours and irregular shifts may be required.