The Service Desk Analyst provides the frontline customer support for technical issue resolution and connecting users with more complex IT requests to the right people who can resolve the incident. Responsibilities include initial assessment, research, and resolution of a variety of incidents and requests regarding the use of IT services, software, and hardware. The Service Desk Analyst is responsible for collecting information through a customer contact either in person, by phone, or through electronic means, accessing support tools, escalating to additional support staff if needed, and then finally resolving the customer’s IT incident or request.A Service Desk Analyst typically takes the initial question and manages hardware, software, or network issues. If needed, they will escalate to a Service Desk Analyst II or assign the ticket to a Field Support Analyst.All levels of Service Desk Analyst are responsible for identifying, writing, and putting into practice Service Desk scripts, help aids and guides, and online solutions to common end user problems. All Service Desk Analyst roles will primarily be tasked with providing remote support. This can take a number of forms: over-the-phone support, screen sharing or remote control, live chat support or email support.
Essential Duties & Responsibilities
San Manuel Band of Mission Indians and San Manuel Casino will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!
All applicants must be able to demonstrate their US work authorization during the employment verification process.
San Manuel Casino is located in Highlands, CA, just 60 minutes from downtown Los Angeles, and a short drive from LA-Ontario International Airport. The gaming facility is operated by the San Manuel Entertainment Authority, an economic instrumentality of the San Manuel Band of Mission Indians. The casino floor contains over 4,800 of the latest and most innovative slot machines in a state-of-the-art facility. It features over 130 Vegas-style poker and blackjack tables, an exclusive high-limit room, and a designated Poker room.
Food & Beverage venues include Big Mo’ Cafe, Tutu's Food Court with fast-food options around the clock, Rock & Brews with a wide selection of craft burgers and craft beer from around the world, as well as legendary comedian George Lopez's Chingon Kitchen, which provides an authentic Mexican dining experience. Guests can dance the night away with DJ's at Bar Bar Bar, listen to Rock'n Roll tribute bands on stage at Rock & Brews, or enjoy Latin music at George Lopez's Chingon Tequila Lounge.
Indian gaming in California is an exciting, thriving industry. Whether working on the casino floor or providing support to gaming operations as a “behind the scenes” employee, you can contribute to a dynamic and challenging business and have opportunities to learn and grow with the gaming industry. At San Manuel, our team members define us. Working at San Manuel is more than just a job. It is a career that will help you grow into the successful professional you want to be. Apply today to join our team!