Service Desk Analyst I

Under the supervision of the Supervisor, IT Operations, the Service Desk Analyst I shall ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, creating, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain service level agreements (SLA) expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as assisting individuals or providing in-person, hands-on help with technical issues. This role will primarily be tasked with providing support, including walk-ins, over-the-phone support, screen sharing or remote control, live chat support, or email support.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provides first   level technical   support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous,   timely , 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, escalates incidents with  accurate  documentation to suitable technicians or technology verticals, and alerts management to emerging trends in incidents.

3. Uses   remote   assistance   tools and diagnostic utilities to aid in troubleshooting.   Identifies , 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.

4. Records, tracks, and documents the service   desk   incident-solving steps, including all actions taken, through to final resolution   to meet operational service level standards .

5. Research solutions through internal and external knowledge   base .  Identify  and learn  appropriate software  and hardware used and supported by the organization.

6. Deploys software to end user endpoints to include   laptop ,   desktop , and mobile devices.

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

8. Performs   other   duties   as   assigned   to   support   the   efficient   operation   of   the   department.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

- High School Diploma or GED   required .
- Associate’s degree in Computer Science   or related field preferred.
- Minimum one   (1) year of related IT work experience is   required .

KNOWLEDGE,   SKILLS   AND ABILITIES (KSA)

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

LICENSES, CERTIFICATIONS AND REGISTRATIONS

- At the discretion of the San Manuel Tribal Gaming Commission, you may   be required   to obtain and   maintain   a gaming license.
- ​ ​ No Driving Responsibilities: Role does not require a driver’s license or insurance. ​

PHYSICAL   REQUIREMENTS/   WORKING   CONDITIONS   –   ENVIRONMENT

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.

- Primary   work environment is in a climate-controlled of f ice setting.
- Work requires travel to attend meetings, trade shows, and conferences.
- Incumbents may   be required   to work evening,   weekend   and holiday shifts.
- Must be able to work in a fast-paced, high-demand environment.
- Strength suf f icient to exert up to 10 pounds of force occasionally and/or a negligible amount of force   frequently   or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds   occasionally.
- Sedentary work: involves sitting most of the time. Constantly   operates   a computer and other     of f ice productivity machinery, such as   a calculator , copy machine, and computer printer.
- 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   motions.
- Hearing   suf f icient   to hear conversational levels in person, via videoconference and over the telephone.
- Speech suf f icient to make oneself heard and understood in person, in front of groups, in meetings,     via videoconference and over the telephone.
- 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   f igures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
- Mobility suf f icient to safely move in an of f ice environment, walk, stoop, bend and kneel, and enter,   exit   and   operate   a motor vehicle   in the course of   travel to promotional events, meetings, conferences, trade   shows   and San Manuel properties.
- Endurance   suf f icient   to sit, walk and stand for extended periods, and   maintain   ef f iciency throughout the entire work shift and during extended work hours.
- The employee may be exposed to fumes or airborne   particles   including secondhand smoke .

Reasonable accommodation will be made in compliance with all applicable   law .

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!