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Help Desk Agent I

Posted February 22, 2021

Agua Caliente Casino Resort Spa
Rancho Mirage, CA

About This Job


Job Description SummaryThe Help Desk Agent I is the first line of direct support and response to service requests. The Help Desk Agent I begins the process of characterizing and diagnosing problems by collecting information over the phone and using remote tools. The Help Desk Agent I applies logical troubleshooting with IT knowledge and experience to resolve the issue and close the case or escalate the issue as appropriate. The Help Desk Agent I provides monitoring, operations, and support services by proactively managing, troubleshooting, and addressing issues for staff while working with tools to provide detailed issue tracking, root cause analysis, and resolution. The individual must be comfortable working in a fast-paced environment with a rapidly growing client baseEssential Duties and Responsibilities (other duties may be assigned)

  • Provides technical support to end users on a variety of issues.
  • Assist end users and provide a high level of customer service.
  • Constantly monitor and manage the Help Desk ticket queue and respond to requests in a timely fashion, logging both the problem and resolution.
  • Ask educated questions and listen to end users to determine root cause of issues.
  • Seeks feedback from other Help Desk Technicians to optimize and improve support while maintaining a solid understanding of general end user support needs and requirements.
  • Create a knowledge base and ensure it is maintained and shared with complete and accurate information.
  • Provides excellent guest service to both guest and internal clients.
  • Must comply with all applicable ACRM andACPS System of Internal Controls, Standard Operating Procedures and all Tribal Regulations.

Supervisory ResponsibilitiesNoneAccess to Sensitive Areas and InformationAs per the ACGC Access MatrixSignatory AbilityNonePREVIOUS CASINO EXPERIENCE NOT REQUIRED


Education and/or Experience

  • Minimum Education: High school, GED or equivalent required. College degree and/or technical certification preferred.
  • Minimum Experience: 1 - 2 years of related work experience required. 1 – 2 years of experience in Tribal Gaming strongly desired.
  • Strong analytical and problem-solving skills.
  • Exceptional interpersonal skills and the ability to work in a team-oriented collaborative environment.
  • Exceptional written and oral communication skills.
  • Attention to detail and strong documentation skills.
  • Strong knowledge of Windows and Mac OS.
  • Strong knowledge of iOS and Android devices in a commercial or enterprise environment.
  • Strong knowledge of cell phone carriers such as AT&T and Verizon in a commercial or enterprise environment.

Working Conditions/Physical DemandsTo perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1  mile, climbing stairs and sitting at a desk/work station for the duration of the shift. Must be able to work in a smoke filled environment.Typically the individual will be housed in an office environment. The noise level in the work environment is usually moderate, but will escalate when located in the casino environment. Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone.

Additional Information

Starting Salary:  $17.00 Per Hour

All applicants must be able to demonstrate their US work authorization during the employment verification process.


About this Employer

Agua Caliente Casino Resort Spa

32250 Bob Hope Dr
Rancho Mirage, CA 92270

(888) 999-1995

364 Room Resort

Agua Caliente Casino Resort Spa in Rancho Mirage, California has been repeatedly voted "Best Casino" in reader's polls. It’s home to more than a thousand slots, a variety of table games, and a wildly popular 18-table non-smoking Poker room. The casino offers exciting lounge entertainment plus award-winning dining, adjacent to its luxury resort hotel. Guests can stay in style in 340 deluxe rooms and suites; enjoy a relaxing spa, pool and cabana complex, as well as a state-of-the-art conference center. The Show, a 2,000 seat entertainment venue completes this world-class destination.