Job Description

Full-time

Description

Benefits of Working at Nisqually Red Wind Casino Include :

• FREE Medical/Dental/Vision (Spouse and dependent coverage is also available at low rates and reasonable deductibles)
• FREE Short-Term Disability, Life and Accident Insurance
• FREE Meal during shift
• FREE gaming license renewals
• FREE uniform dry cleaning services
• $1 per hour shift differential
• Paid Time Off & Paid Holidays
• Floating holidays
• 401(K) Retirement Program (match up to 4%)
• Tuition Reimbursement
• Health & Wellbeing Reimbursement
• Team Member Assistance Program (The Team Member Assistance Program (EAP) provides our team members and their eligible dependents with confidential access to short-term, professional counseling and legal services at no additional cost.)
• Team Member Awards and Incentives (perfect attendance awards and yearly service awards)
• Flex spending and Dependent care spending
• Career advancement opportunities
• Periodic Team Member contests and giveaways
• Team Member dining and gift shop discounts

POSITION OBJECTIVE: Support and maintain the end-user information systems to assist the casino Team Members in providing excellent service and value to casino guests.

Our Mission: To enhance continued economic viability and quality of life for the Nisqually Indian Tribe, our Team Members, and the neighboring communities

Our Vision: Creating incredible experiences.

Our Core Values: Integrity, Communication, Accountability, Respect, Teamwork

JOB SUMMARY:

Provide first-level telephone support and troubleshooting, such as password resets, printer configurations, break/fix instructions, support and maintain various software applications and hardware systems. This includes entering all calls into the Service Desk ticketing system and updating tickets according to the Priority Matrix. Triage service desk calls and tickets, strictly adhering to all escalation procedures to ensure all problems are resolved in a timely manner and with the highest level of service. Gather and analyze information about team member’s issue and determine the best way to resolve the issue. May be assigned to routine functions regarding proprietary and non-proprietary software. Rely on instructions and pre-established guidelines to perform the functions of the job. Performs other related duties as assigned.

Requirements

QUALIFICATIONS

Required skills and knowledge:

• High school diploma or GED certificate
• Any one or any combination of the following that totals two academic years (24 months): (a)college/vocational/technical training in computer related field (b) work experience related to computer software or hardware
• Elementary knowledge of computer functions and operations
• Elementary knowledge of networks and peripherals
• Elementary knowledge of diagnosing computer problems
• Basic understanding of the OSI layer
• Excellent verbal and written communication skills
• Excellent interpersonal skills
• Excellent guest service skills
• Ability to learn new concepts quickly
• Ability to meet deadlines
• Administrative abilities, including record keeping
• Pass NRWC pre-employment testing
• Ability to work all shifts including weekends and holidays
• Ability to obtain a Class III Gaming License

Preferred skills and knowledge:

• Experience creating and presenting diagrammatic representations
• Ability to problem solve
• Ability to take initiative

PHYSICAL REQUIREMENTS:

• Ability to stoop, kneel, crouch, reach, push and pull
• Ability to stand for longer than 8 hours
• Ability to lift 75 pounds
• Ability to tolerate a smoke-filled environment

ESSENTIAL FUNCTIONS OF THE JOB:

• Troubleshoot and resolve basic to intermediate issues related to technical difficulties with hardware, software, connectivity, and network
• Perform light system administration within Microsoft Active Directory and other applications such as password resets/unlocks
• Document ALL requests and issues through the NRWC Service Desk ticketing system to ensure proper information from team member is obtained
• Answer calls on the NRWC Service Desk line
• Assign/escalate tickets to Tier 2 and other internal support departments based on ticket criteria and resolution method
• Act as a liaison between customers and internal support staff to ensure accurate problem interpretation. Maintain communications with customers during the problem resolution process
• Identify, research, track and resolve technical problems in a timely manner
• Ability to create concise knowledge documents based on the resolutions provided over the phone to end users for future reference
• Maintain a trending list of repetitive issues to be brought to Management for attention
• Perform other duties as assigned

NATIVE AMERICAN HIRING PREFERENCE

Rev:8/25/2023

Salary Description

$23.20

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