Muckleshoot Casino

  • IT Service Desk Specialist

    Posted Date 2 weeks ago(12/7/2018 12:31 PM)
    # Positions
    Information Technology
    Closing Date
  • Overview

    JOB TITLE: IT Service Desk Specialist


    GRADE: 12/22.411

    STATUS:  Hourly  

    POSITION REPORTS TO:   IT Supervisor          


    JOB SUMMARY:  Provides tier I computer support to end users. Identifies researches and resolves technical incidents and service requests for the IT user base. Responds to telephone calls, email and personnel requests for technical support and documents, tracks and monitors the incident/service request to ensure a timely resolution.


    MAJOR TASKS AND RESPONSIBILITIES:    The statements describe the general nature and level of work only.  They are not an exhaustive list of all required responsibilities, duties, and skills.  Other duties may be added, or this description amended at any time.

    1. Practice, support and promote the Mission, Vision and Values of Muckleshoot Casino.
    2. Provide first-line triage and service desk support to a diverse group of internal guests via phone, e-mail, remote services or in person.
    3. Provide support for and troubleshoot problems with desktop hardware, software, and peripherals and document installation instructions, trouble ticket details and resolutions.
    4. Assess urgencies and routes trouble tickets to appropriate IT staff through a ticketing system.
    5. Assist with the implementation and coordination of IT project activities with other IT staff, business owners, project team members, and
    6. other stakeholders.
    7. Perform tier I level troubleshooting and repair of desktop computers and component maintenance.
    8. Perform tier I network troubleshooting and diagnostics at the desktop systems.
    9. Document installation and troubleshooting processes and fixes.
    10. May take a role in relocations and installations of any I.T. assigned equipment.
    11. Assist in the ongoing development of systems and procedures related to computer support.
    12. Provide guest service by answering and managing IT service desk calls.
    13. Assist with installs, configures and modifies computer and as assigned electronic equipment.
    14. Assist with installs hardware and peripheral components as assigned.
    15. Assist with installs appropriate software packages for computer and as assigned electronic equipment.
    16. Stay informed and up to date on industry standards and trends.
    17. Create, facilitate and maintain a positive work environment.
    18. Smile and engage Guests and Team Members with a positive professional demeanor.
    19. Perform other job duties as required.


    LICENSES OR CERTIFICATIONS (required/preferred):

    • Comptia A+ Certification required. Three (3) years of IT Help/Service Desk experience maybe considered in lieu of certification.
    • Microsoft Certified Technician, Net + and Security + preferred



    • High school diploma or GED equivalent required.
    • Associate Degree (AA) preferred. Computer Science Degree (AA) preferred.
    • Two (2) years IT Help/Service Desk or similar position experience required.
    • HDI Customer Service Representative preferred.


    • Effective communication skills.
    • Effective interpersonal skills when interacting with various levels of personnel.
    • Basic knowledge of Active Directory, specifically working with OUs, GPOs and basic security is required.
    • Basic knowledge of Microsoft Office Suite products.
    • Basic knowledge of Windows 7, Windows 8.1, and Windows 10 OS.
    • Skill of being proficient with a ticket tracking system.
    • Strong written skills for documenting technical systems and procedures.
    • Ability to prioritize tasks to most efficiently problem solve.
    • Have superior guest service skills.
    • Knowledge of ITIL concepts.
    • Must be able to work any shift including nights, weekends and holidays.

    PHYSICAL REQUIREMENTS:  The physical requirements described herein are representative of those that must be met by a team member to successfully perform the essential duties of this job.

    • The team member is frequently required to sit, stand, talk, and hear.
    • The team member is often required to walk, crouch, bend at the waist, reach with hands and arms, use hands to grasp, and have finger dexterity to handle, feel objects, tools or controls.
    • The team member must occasionally lift and/or move up to sixty pounds (60 lbs.), occasionally higher with assistance.
    • Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus.


    • The noise level in the work environment is usually moderate.
    • Some essential functions of the job performed within a smoking environment.
    • Monitored by surveillance cameras.
    • Use of portable radio or cellular telephone to be in constant contact with department, during assigned shift.


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