Status: Exempt
Reports TO: Director of IT; works alongside the Gaming Field Technicians (specializing in gaming terminals), Operations and Tier 2 IT Technicians.
Location: Casper, WY
SCOPE: Serve as the initial point of contact for technical support requests. Troubleshoot and resolve foundational hardware, software, and networking issues, escalate complex problems to Tier 2, and assist with basic asset management and user support.
CORE JOB RESPONSIBILITIES:
• Help Desk Support: Answer incoming support requests via phone, chat, or ticketing system; log, track, and triage IT support tickets efficiently.
• Hardware & Software Troubleshooting: Perform frontline troubleshooting for standard hardware (desktops, laptops, mobile devices, printers) and software (operating systems, standard productivity suites).
• Account Management: Assist with basic user account creation, password resets, and access permissions under standard procedures (e.g., Active Directory, Microsoft 365).
• Basic Networking & Setup: Set up new workstations, configure peripherals, and assist with basic connectivity issues (LAN, Wi-Fi, VPN).
• Documentation & Communication: Document troubleshooting steps and solutions accurately within tickets; contribute to knowledge base articles for common fixes; maintain clear, friendly communication with users.
• Safety & Compliance: Follow company safety policies, adhere to IT security best practices, and maintain a professional, customer-focused demeanor in a fast-paced environment.
EDUCATION AND EXPERIENCE:
Must be 21 years of age or older with a high school diploma or general education degree (GED). Technical certifications such as CompTIA A+ or ITIL Foundations are a plus).
Experience: 0-2 years of experience in a customer service or entry-level technical support role.
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:
• Basic familiarity with ticketing systems (e.g., ServiceNow, Zendesk).
• Introductory knowledge of Active Directory or user account administration.
• Strong customer service, active listening, and problem-solving background.
• Eagerness to learn new technologies and grow into higher-tier technical roles.
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 lift and carry up to 30 pounds
Must be able to respond to visual/aural cues; and view computer screens continuously.
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 work in environment where smoking is permitted and can be loud with guest chatter, overhead music, and live entertainment.
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