Helpdesk Techn I Job at Seminole Nation Gaming Enterprise
SUMMARY: Directly responsible for supporting the IT needs of the individual departments ensuring a maximum level of service and user satisfaction. Additionally, this position may monitor computer systems and operations as assigned. The ultimate objective of this position is to help advance the Seminole Nation by delivering value and signature moments every day.
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to the following:
- Creates and supports a work environment/culture focused on building high-trust relationships by extending support and respect to all.
- Provide technical assistance and support for incoming queries (ticketing) and issues related to computer systems, software, and hardware.
- Responsible for acting as a liaison, escalating and assigning helpdesk tickets as necessary.
- Respond to queries either in person or over the phone.
- Respond to email messages and tickets for customers seeking help.
- Maintain end-user accounts (enabling, disabling, password resets) retaining data integrity and system quality.
- Maintains absolute standards of security, system integrity, and confidentiality within the department.
- Assists with troubleshooting of all supported equipment on property.
- Work on projects as assigned.
- Flexible scheduling required.
KNOWLEDGE AND SKILLS - EXPERIENCE and/or EDUCATION:
One year to three years of similar or related experience. Equivalent to a high school education.
KNOWLEDGE AND SKILLS - MANAGERIAL RESPONSIBILITY:
Has no supervisory/managerial responsibility.
PROBLEM SOLVING:
A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or can be of a personal or sensitive nature. Work may involve motivating or influencing others. Proven ability to provide outstanding customer service. Must have excellent problem solving abilities and be able to deal with stressful situations in a professional manner. Must be a Team Player. Must be a detail oriented, organized individual with the ability to multi-task and be able to work in a fast-paced environment. Displays strong verbal and written communication skills with proven ability to handle conflict situations.
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