Job Summary:
We are looking for Tier 1 IT technicians to join our team. This position works alongside our Field Technicians (who specialize in gaming terminals) and the Operations team, and reports to the Director of IT. Position is Salary Exempt located in Casper, WY.
Scope:
As a Tier 1 IT Technician, you will be responsible for providing basic technical support to internal employees. You will troubleshoot hardware, software, and network-related issues, escalate complex problems to higher-level support teams, and ensure end-users receive top-notch assistance.
Job Responsibilities:
Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
Diagnose and resolve basic technical hardware and software issues.
Install, configure, and maintain computer systems, printers, and peripherals.
Create, update, and manage support tickets ensuring timely resolution and communication.
Escalate unresolved issues to Tier 2/3 support teams following escalation procedures.
Document internal procedures, FAQs, and troubleshooting steps.
Assist in onboarding and offboarding employees (e.g., setting up accounts, configuring workstations).
Maintain an inventory of IT equipment and track hardware assignments.
Follow up with users to ensure problems have been fully resolved.
Provide great customer service to internal guests and ensures their complete satisfaction, inclusive of greeting and interacting with guests in a friendly and enthusiastic manner, anticipating and meeting guest needs and preferences, remaining calm and professional when dealing with guests that are difficult or upset.
Develop and maintains professional, trusting, and positive working relationships with managers, supervisors, staff, coworkers, guests, and vendors.
Ensure work activities are completed accurately, efficiently, and in a timely manner.
Work safely, including clearly understanding and following company safety policies and procedures, completing work in a safe manner, caring about safety of self and others, responding appropriately in an emergency, and reporting unsafe conditions.
Maintain regular attendance at scheduled shift and staff meetings.
Maintain professionalism and a friendly and approachable demeanor throughout the workday.
Assist with training/mentoring of new Team Members as requested.
Maintain all appearance standards in accordance with established uniform and appearance guidelines.
Inform manager of any irregularities and unusual situations when they occur.
Keep a friendly, calm, and helpful demeanor in high-stress situations and a continuously fast-paced environment.
Be honest in all interactions and displays a high degree of integrity.
Work independently with little to no supervision or as part of a team is required.
Must be and remain compliant with all legal or company regulations for working in the industry.
Education and Experience:
Must be 21 years of age or older with a high school diploma or general education degree (GED). Associate’s degree or IT certifications (e.g., CompTIA A+, ITIL, Microsoft, etc.) preferred.
0-2 years of IT support experience (internships, help desk, or tech support roles are a plus).
Basic understanding of Windows, macOS, and Office 365 environments.
Familiarity with remote support tools and ticketing systems (e.g., ServiceNow, Zendesk, Freshservice).
Strong communication and problem-solving skills.
Ability to prioritize tasks and manage time effectively.
Willingness to learn and adapt to new technologies.
Customer-focused attitude with a commitment to delivering excellent service.
Must pass all required pre-screening and background checks.
Ability to work a variety of shifts, this includes day, swing, late-night, weekend, and holiday shifts as scheduled.
Must be able to obtain and maintain a valid Wyoming gaming license.
Preferred Skills (not required):
Knowledge of basic networking concepts (DNS, DHCP, TCP/IP).
Experience with mobile device management (MDM) platforms.
Exposure to Active Directory and basic user management tasks.
Physical & Mental Demands and Working Conditions:
The physical and mental demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to move in and around the work area throughout the entire workday.
Must be able to sit, stand or walk for extended periods of time.
Must be able to repeat the same movements.
Must be able to engage and interact with all guests appropriately and work well under the pressure of a fast-paced environment.
Must be able to successfully communicate on a regular basis with all co- workers, vendors, and guests both in person and over the telephone.
Must be able to answer all inquiries and provides assistance and information in a professional and accurate manner.
Must be able to access and interpret information on computer screens.
Must be able to work in environment where smoking is permitted and can be loud with guest chatter, overhead music, and live entertainment.
Must be able to lift and carry up to 30 pounds and respond to visual and aural cues.
Requires the ability to distinguish letters or symbols and eye hand coordination.