Pay Rate: $70,761.12/year - $77,837.23/year. Dependent on experience.
Shift: Day
Position Type: Full-time, exempt 

A FULL HOUSE OF TOTAL REWARDS

• Compensation:  Starting salary range of $70,761/year - $77,837/year, depending on experience, with opportunities for annual performance-based increases. The role offers a potential career earning trajectory reaching up to $101,896.01/annually max over time.  
• Full Coverage: 100% employer-paid medical, dental, vision, and prescription coverage, plus competitive family rates starting after 60 days, with additional benefits such as 401(k), employer-paid life insurance, and long-term disability.
• Generous PTO: Accrue 21 days of PTO in your first year, growing to 33 days after five (5) years, with an option to cash out twice annually.
• Everyday Perks: Free meals, parking, paid breaks, 40c/gallon gas discount, and exciting giveaways like concert and sports tickets.
• Growth & Support: Access to tuition reimbursement, certification programs, and Employee Assistance Program.

Note: This is an on-site role in Snoqualmie, WA. 

PURPOSE

To answer team members first call for assistance. Direct IT service requests to appropriate IS personnel and provide instruction to use the computers peripherals and standard supported software applications. 

ESSENTIAL DUTIES / RESPONSIBILITIES 

• Serve as the first point of contact for end-user technical support, triage and escalate IT service requests to the appropriate IT support personnel.
• Provide end-user training and support on the operation of computer peripherals and standard enterprise software applications.
• Responsible for logging, troubleshooting, diagnosing, assigning and tracking all calls and requests that come into the Help Desk.
• Responsible for facilitating the problem-solving process between the user and IT staff to facilitate expedient problem resolution.
• Responsible for following up with users on resolved issues.
• Responsible for working with IT Support Technicians to resolve escalated issues.
• Dedicated subject matter expert ownership of key software environments.
• Second tier support for issue escalation, troubleshooting, and resolution.
• Work with Project Managers on planning, configuration, deployment and support of enterprise solutions.
• Maintain department documentation:
• Create, review and update problem and solution documentation.
• Create, review and update procedures and processes as required.
• Maintain files for IT service requests.
• Ensure proper protocols are followed for all submitted requests.
• Track application and system documentation as well as training materials.
• Monitor the Help Desk database, and be responsible for making sure all work orders are assigned and handled according to Help Desk procedures.
• Effectively train users to maximize the use of their systems.
• Participate in On-call rotation.
• Other duties and responsibilities as assigned.

Education and Experience:

• High School Diploma / GED; Recognized Equivalent of a High School Diploma (RED) or Foreign High School Diploma (FHD). 
• Two (2) years technical school training related to the PC environment or equivalent experience.
• One (1) year previous work experience in a call center or help desk PC environment.
• Any combination of education and experience that clearly demonstrates the ability to perform the job duties of the position. 

Skills and Abilities:

• High level proficiency in hospitality, revenue and/or gaming software system administration.
• Proven advanced skills using PC software tools (MS Office Productivity, Report Writing and issue tracking systems).
• Proven advanced PC hardware and software troubleshooting skills.
• Advanced problem-solving, communication and customer service skills.

PREFERRED

Education and Experience:

• A+ technical certification
• Net+ technical certification

Snoqualmie Casino & Hotel exercises Snoqualmie Tribal Member/Native American preference in hiring, in compliance with the Snoqualmie Tribal Employment Rights Ordinance (TERO). You must obtain and maintain a Gaming License from the Snoqualmie Gaming Commission. Pre-employment drug testing is required for all positions. The use of marijuana will not disqualify an applicant for positions in any department other than Transportation (Valet, Driver I). DOT panel testing is required for the Driver position.