IT SPECIALIST I

## Overview | **AGE REQUIREMENT: 21 years or older** | | --- | | **Position Summary:** Responsible for analyzing guest requests and providing day-to-day support for all internal computer customers while promoting and exhibiting World Class Guest service to all the Isleta Resort and Casino guests. Occasionally assists the Technical Services Manager in assuring all computer systems, telecommunications, and information processing activities are fully operational and performing in accordance with company requirements. | | **Isleta Resort and Casino Guest Service Agreement** All Team Members will display 100% commitment to World Class Guest Service through the delivery and maintenance of Guest Service Standards established by the Isleta Resort and Casino. | | **Essential Functions and Responsibilities:** This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned. Supports, serves, and maintains Software, Desktops, Servers, AS400, Printers, and Network at multiple sites. Provides exceptional and timely customer service while fielding helpdesk phone calls and resolving issues. Installs computers, software, and peripheral equipment. Performs Tape Backups and maintains backup archives. Documents, tracks, and monitors all work orders through the IT helpdesk software including full detail information on issues and/or problems with complete resolution performed. Maintains the security and integrity of all computer resources. Responds to all departmental information processing, needs, and requests. Monitors and maintains information processing resources and performance. Provides users with network and application technical support. Maintains and ensures computer applications and telephone equipment are in optimal operating condition. Delivers, tags, set up, and assists in the configuration of new and used end-user computers hardware/software including peripherals. Completes daily end of shift report to include: list of all tasks and work orders completed during the shift. Creates Active Issues logs to be passed onto the next shift; documenting all ongoing issue of the day to include any high priority work orders. Promotes positive guest relations through prompt, courteous, and efficient service. Ensures an open and welcoming atmosphere that promotes skill enhancement. Greets guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service. May be assigned to drive on public roads, to and from Isleta Pueblo properties, and/or other destination, during shift. Occasionally performs other duties as assigned. | | **Accountability and Supervision:** None | | **Education and Experience:** High School Diploma or General Education Degree (GED) equivalent, required. Associates degree in Information Technology, Management of Information Systems, Information Systems, Computer Science, or related field preferred. Technical certification(s) in A+, Network+ or related field, preferred. One-year (1) experience in a technical customer support and /or computer experience specifically in Computer Network operations and maintenance, preferred. CompTia A+ certification required within one (1) year. | | **Special Requirements, Licenses, and Certification** Must be able to acquire and maintain Gaming License issued through POIGRA. Must be able to successfully pass a pre-employment drug test and background investigation. Must be flexible with work schedule. Must be willing to work any days/hours as needed or required to meet business needs. Must maintain all Isleta Resort and Casino-wide educational and certification requirements. | | **Knowledge, Skills, and Abilities:** Must successfully pass a drug/alcohol test and background investigation. Must poss…