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Service Desk Analyst II

Posted September 23, 2022

Yaamava’ Resort & Casino at San Manuel
Highland, CA
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About This Job


Under the supervision of the IT Service Desk Manager, the Service Desk Analyst II provides quick resolutions to end-user IT issues and requests. This includes identifying, writing, and enacting Service Desk scripts, help aids, guides, and online solutions for common end user problems. This role addresses issues that are escalated due to complexity as well as provides informal training on the use of personal computers (PCs) and associated adjuncts. The Service Desk Analyst II provides full-scale user support, including addressing over-the-phone and walk-in requests, utilizing screen sharing or remote-control options, and facilitating live chat or email support. In addition, the Service Desk Analyst II delivers training to the Service Desk Analyst I role, and acts as an escalation point prior to Level II & Level III support.

Essential Duties & Responsibilities

1. Acts as an escalation point for advanced technical requests prior to escalating to upper-level support. Escalates incidents with accurate documentation to appropriate technician or vendor.

2. Provides first contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues while providing best in class customer service.

3. Mentors other Service Desk personnel and provides technical guidance on proper policies and procedures. Analyzes and forwards support issues that require escalation to upper support tiers via the IT Service management platform.

4. Develops knowledge base articles for frequent issues and requests for both IT team members and end users. Designs and updates Service Desk documentation and procedures.

5. Troubleshoots and resolves end-user computing system and application issues to include software, hardware, and access problems.

6. Creates new user credential documentation and support of team member onboarding for IT systems.

7. Researches solutions through internal and external knowledgebase as needed. Identifies and learns appropriate software and hardware used and supported by the organization.

8. Educates team members on proper use of hardware, software, and authentication methods by providing informal on the spot or over the phone training.

9. Performs other duties as assigned to support the efficient operation of the department.



  • Associates degree in Computer Science or related field is preferred.
  • Minimum two (2) years of related IT work experience required.
  • Minimum one (1) year of general Service Desk experience in an enterprise environment is required.
  • Equivalent combination of education and progressive, relevant and direct experience may be considered in lieu of minimum educational/experience requirements indicated above.
  • Demonstrated ability to analyze and diagnose network, computer, and or telecom issues.
  • Ability to solve technical problems, work well under stress, and follow instructions.
  • Must possess excellent customer service, and written/oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
  • Experience working in Casino or Gaming industry is preferred.
  • Familiarity with Infrastructure, Messaging, Security, and Mobility platforms desirable.
  • Strong documentation skills.
  • Ability to absorb and retain information quickly.
  • Must be able to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.
  • Ability to work assigned shift (day/swing/graveyard).


  • At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.

San Manuel Band of Mission Indians and San Manuel Casino will make reasonable accommodations in compliance with applicable law. 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!

Additional Information

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

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About this Employer

Yaamava’ Resort & Casino at San Manuel

777 San Manuel Boulevard
Highland, CA 92346

Telephone 1-800-359-2464
Reservations (909) 864-8933

429 Room Casino

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About the company

Yaamava’ Resort & Casino at San Manuel was formerly named the San Manuel Casino.

We are located just 60 minutes from downtown Los Angeles in the city of Highland, CA, Our gaming resort is owned and operated by the San Manuel Entertainment Authority.Phase 1 of our expansion opened July 24 with an expanded casino space offering more than 6,500 slots, five high-limit gaming rooms, live entertainment, a full array of dining options which include The Pines Modern Steakhouse, the Hong Bao Kitchen, Just Barbeque, the Serrano Vista Cafe, Rock & Brews, the Chingon Kitchen, Quick Bikes, the Big Mo’ Cafe, the TuTu’s Food Court and six cocktail lounges and bars.

Our luxury resort features a 17-floor hotel tower with 432 guest rooms and suites, an elevated pool deck experience, a lavish full-service spa and salon, expanded dining options, convenient 24-hour in-room dining. Our gaming resort offers sweeping views of the San Bernardino Mountains.

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. 

Click here to see why you’ll want to work on our Team
After 35 years, Yaamava Resort & Casino at San Manuel employees still love their jobs!

We value our employees and offer a comprehensive Benefits Program:

Apply today to join our team!