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About the Role

The Help Desk Technician ensures proper computer operation for end users to accomplish business tasks by receiving, prioritizing, documenting, and resolving end user help requests. This involves using diagnostic tools, tracking software, and providing hands-on desktop support.

Responsibilities

• Evaluate documented resolutions and analyze trends to prevent future problems.
• Alert management to emerging trends in incidents.
• Assist in software releases and roll-outs according to Change Management best practices.
• Field incoming help requests from end users via telephone and e-mail courteously.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems.
• Escalate problems when required to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Assist with Operations Manager and Applications Manager special projects.
• Participate in the shared services program with Tewathahonni LLC’s.

Requirements

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Must obtain and maintain a New York State certification.
• Must obtain and maintain a St. Regis Mohawk Tribal Gaming Class III License.
• Requires a criminal background check to be used solely for employment purposes.
• Successful candidates must submit to and pass a drug test for illegal substances prior to employment confirmation.
• Kneeling, crouching, reaching, walking, pushing, using fingers and hands, talking, and machine operation.
• Exerting up to 20 pounds of force occasionally to move objects.

Skills

• Computer science
• Information sciences
• Windows Operating Systems
• MS Office
• Computer hardware
• Desktops
• Laptops
• Cell phones
• Desktop operating systems
• Server operating systems
• Windows Server 2012

Location

• Onsite

Work Type

• Full-time

Experience Level

• Four years related experience
• Three to five years experience in Windows Operating Systems and MS Office

Education Level

• Associate's degree in computer science, information sciences, or related field

Salary/Compensations

• $20.28 per hour

About the Company

• The Mohawk Gaming Enterprise utilizes a Native American preference policy in hiring, training, and promotion.
• When preference is utilized, first priority will be given to enrolled members of the Saint Regis Mohawk Tribe.
• Second priority will be given to members of other federally recognized Tribal Nations and/or First Nations citizens from Canada.
• All other individuals will be third priority.

Equal Opportunity

• The Mohawk Gaming Enterprise is an Equal Employment Opportunity Employer.