SUMMARY:

Perform organizational data processing functions. Perform basic maintenance and repair on all Information Technology administered equipment. Assist and do what you and your department can to create a fun, exciting entertainment experience for our guests and engaging, inclusive, supportive work environment for our team members.

MINIMUM NECESSARY QUALIFICATIONS

Education:

High school diploma or GED 2 year degree in a computer related discipline and 1 year experience in computer support or 3 years of work-related computer support experience

Experience:

Windows XP knowledge (and above), Comp TIA A+ certification (or ability to demonstrate proficiency and must gain within 89 days of employment, maintain during employment) Experience working with a Tribally run casino and/or resort preferred A documented and verifiable combination of education and experience may be substituted for degree requirements.

Age Requirement:

At least 21 years of age

SKILLS AND ABILITES

Basic computer skills with experience in word processing, databases, and spreadsheets Basic organizational, written, and verbal communication skills Basic professional telephone etiquette Basic problem-solving skills Guest service, interpersonal and teamwork skills necessary to maintain quality service delivery Accurate and detail-oriented Maintain high confidentiality Independently manage multiple tasks in a professional manner Ability to work independently with minimal supervision Ability to work cooperatively with all departments Ability to operate most office equipment (computer, fax, copier, etc.) Enter data quickly and accurately and troubleshoot network, hardware and software problems Must be a self-starter

CONDITIONS OF EMPLOYMENT

Conditions of employment with Little River Casino Resort include passing a pre-employment drug test excluding marijuana, a background investigation to secure a license from the Little River Band of Ottawa Indian Gaming Commission, passing Resort background investigation and successfully completing a three-month introductory period. Individual must not have been charged or released from employment or involved in anything which could be considered a liability to the Resort, e.g. harassment, theft, violence, or integrity issues.

Knowledge, Competences, and Talents:

Accountable

• Accept responsibility and account for actions Collaborate
• Ability to work with team members and management team to improve the gaming environment and continue to create a fun and exciting entertainment culture for our guests Communication
• Clearly, concisely, and professionally use verbal and written skills with guests, team members, management team and vendors Guest Orientation
• Establishes and maintains long-term guest relationships, building trust and respect by consistently meeting and exceeding expectations in a professional and ethical manner Confidential
• Will maintain and abide to the highest standards of confidentiality pertaining to team member, department, LRCR, and guest information Detail Oriented
• Ability to pay attention to the minute details of a given project or task Diversity
• Work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type Emotional Intelligence
• Able to keep your emotional intelligence skills present and accessible, including thought and emotion control, emotional barriers, a flexible mindset and be conscious of and in alignment with the organization's core values Empathetic
• Appreciates and sensitive to the feelings of others Ethical
• Demonstrates conduct conforming to the highest-level set of values and accepted standards Interpersonal skills
• Able to work effectively with guests, team members, management team, and vendors Judgment
• Makes well-reasoned and timely decisions based on careful, objective review and informed data Organized
• Possesses the trait of being organized and follows a systematic method of performing a task PC skills
• Demonstrates proficiency in PC hardware, software and applications as required Policies & Procedures
• Demonstrates thorough, accurate, working knowledge and supportive attitude of all organizational policies, procedures, guidelines, and systems Problem Solving
• Understands and identifies existing and potential departmental problems / issues by obtaining relevant input, information and data and objectively evaluates and develops recommendations, develops, and evaluates alternative course of action, selects correct course, and follows up Professional Attitude
• Value, motivate and appreciate each individual you interact with in your office, your department(s), the Casino, the community and all of our guests Reliable
• Is dependable and trustworthy Respectful and Honest / Acts with Integrity
• Is truthful and credible in the workplace with team members, management team, guests, and vendors

ESSENTIAL DUTIES AND RESPONSIBILITIES

Answers, evaluates, and prioritizes service requests received via telephone, voice mail, email and in-person for the user's computer performance. Accurately logs and tracks calls in the Help Desk management software. Isolates performance issues to determine the cause of hardware malfunctions, such as hard drive, modem, printer, cables, or telephone. Updates and maintains all service packs and updates for all workstations and servers as instructed. Records resolution information in the help desk knowledge management database. Contacts software and hardware vendors via voice or online systems to research problems and determine recommended solutions. Brainstorms with team members to resolve more complex problems and escalate difficult issues to team lead for more technical assistance. Performs initial program load and user-specific setup for standard desktop applications. Performs daily checks to verify system availability. Troubleshoots PC hardware and software problems, identify, categorize, and resolve the application problems. Tests and deploys new software and procedures, installation, conversion, and upgrade activities. Provides password administration on server domains for users. Resolves remote access issues, printing issues and network connectivity issues. Analyzes and corrects problems using documented procedures, available resources, personal knowledge, and skills. Maintains computer, equipment inventory and records repair documentation. Provides basic desktop and technical support services of all systems to end users as required. Provides basic maintenance and repairs to all computer hardware systems including printers, file servers, tape backups, communication servers and other related equipment. Must satisfactorily complete all training assigned by the Resort. Must adhere to the safety rules and regulations of the Little River Casino Resort and of the Information Technology department. Must be aware of and adhere to the emergency and evacuation procedures. Must be aware of and adhere to the Resorts Health & Safety Program. Other duties as assigned.

PHYSICAL DEMANDS

While performing the duties of this job, the team member may be required to frequently stand, walk, sit, bend, twist, talk, hear, and perform repetitive motions. There may be prolonged periods of sitting, keyboarding, and reading. Must have manual dexterity necessary to manipulate all computer/video equipment. Must be able to perform repetitive hand and wrist motions. The team member must occasionally be able to push, pull, grasp, lift and/or move up to 50 pounds. Any lifting and/or moving over 50 pounds needs to be done in a team lift. Specific vision abilities required by this job include reading, document, computer, distance, and color vision. Talking and hearing are essential to communicate with team members, vendors, and guests in individual, department, small and/or large group meetings. Communication in face-to-face discussions, telephone, emails, and other electronic ways required. Must be able to operate computer equipment for extended periods of time. Must have a good sense of balance and be able to bend and kneel. Must be able to navigate stairs and work at high elevations.

WORKING ENVIRONMENT

A working environment is the setting, social features, and physical conditions in which a job is performed. The general working environment for the Resort is office, gaming floor, food outlet, hotel and convention/entertainment center including flashing lights, frequent loud noises, and a smoke-filled environment. Must be flexible with work schedule for any hours and/or shift, as assigned, according to business needs. Occasional overtime required. Occasionally must deal with angry or hostile individuals.

DISCLAIMER OF EMPLOYMENT

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job description. It shall govern all positions as defined in the Team Member Handbook. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All Little River Casino Resort Team Members are responsible to ensure they are in compliance with Little River Casino Resort Policies and Tribal Gaming Regulations.

ACKNOWLEDGMENT

I have reviewed the content and description of the above listed position and have been provided a copy of the description. I certify that I am able to perform the essential functions of this position as outlined in this description, with or without reasonable accommodation.