IT Support Technician I - FT

Position Summary:

The IT Support Technician I serves as the primary point of contact for technical support requests, providing basic troubleshooting and assistance for hardware, software, and peripheral devices. This role ensures smooth daily operations and contributes to system monitoring, incident reporting, and basic documentation to support team efficiency and user satisfaction. Technicians are expected to follow established security protocols and maintain vigilance in protecting systems and data. Responsibilities must be performed in accordance with all Company standards, policies, and procedures.

Essential Functions:

1. Practice, support, and promote Thunder Valley Casino Resort’s “ELITE” company-wide service mission and demonstrate AAA Four Diamond service standards at all times.

2. Respond to Tier 1 support requests via phone, email, or in-person.

3. Perform basic troubleshooting and resolve common hardware and software issues.

4. Set up and maintain workstations, printers, and mobile devices in accordance with established procedures.

5. Perform password resets, account unlocks, and basic user support activities.

6. Log and track incidents using service desk software.

7. Monitor basic system indicators and escalation anomalies to more senior technicians.

8. Assist with routine maintenance and updates.

9. Review and update basic documentation such as setup guides, FAQs, and ticket resolutions.

10. Support shift coverage and emergency response protocols.

11. Follow security procedures for access control, password management, and data handling.

12. Report suspicious activity, unauthorized access attempts, or system anomalies promptly.