Help Desk Administrator

Job Responsibilities

The Help Desk Administrator provides administrative and technical support to the Information Technology Department and serves as the primary point of contact for IT service requests. This role is responsible for help desk ticket intake, triage, first-touch technical support, and coordination of user provisioning activities, while ensuring accurate documentation and adherence to service level agreements (SLAs). The position requires strong customer service skills, hands-on technical aptitude, and the ability to operate effectively in a regulated gaming and hospitality environment.

Essential Duties/Core Competencies

• Serve as the first point of contact for all IT-related inquiries via phone, email, service portal, and walk-up support.
• Perform help desk ticket intake and triage, ensuring incidents and service requests are logged accurately, categorized correctly, prioritized appropriately, and routed to the correct support teams.
• Provide first-touch technical support, including basic PC troubleshooting, hardware diagnostics, and user assistance for common desktop, peripheral, and access-related issues.
• Troubleshoot and resolve issues related to workstations, printers, peripherals, and standard applications, escalating unresolved issues in accordance with established IT procedures.
• Coordinate and track user provisioning and deprovisioning activities, including account access requests, onboarding, offboarding, and role-based access changes, in alignment with IT security policies.
• Monitor open tickets and perform follow-ups to ensure issues are resolved within defined SLAs, escalating as necessary to minimize business impact.
• Maintain accurate documentation of all incidents, requests, troubleshooting steps, and resolutions within the help desk/ticketing system.
• Assist with SLA and help desk reporting, including ticket volume, response times, resolution times, and trend analysis as requested by IT leadership.
• Provide general administrative support to the IT Department, including word processing, filing, copying, mail distribution, and office organization.
• Maintain a professional, courteous, and customer-focused demeanor when interacting with employees, vendors, and guests.
• Attend required meetings, training sessions, and compliance briefings.
• Assist with special projects and perform other duties as assigned

Work/Educational Experience

• Must be at least 18 years old and have the ability to obtain the appropriate license pursuant to the applicable statute, rules and regulations.
• High School diploma or equivalent required.
• Minimum of two (2) years of prior IT Help Desk, desktop support, or technical customer support experience, or equivalent skills acceptable to the company.
• Demonstrated experience with PC troubleshooting, including Windows operating systems, basic networking concepts, and common desktop applications.
• Confidence working with computer hardware and peripherals, including desktops, laptops, monitors, printers, scanners, and related equipment.
• Prior experience using help desk or ticketing systems for incident tracking and service request management preferred.
• Strong customer service skills with a professional phone presence and clear written communication.
• Friendly, dependable, detail-oriented, and a collaborative team player.

Essential Requirements

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Physical and Mental Demands:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the Team Member is regularly required to talk or hear. The Team Member is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The Team Member is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Essential responsibilities include moderate physical ability such as lift or maneuver at least ten (10) pounds, and prolonged sitting during the shift. 

Language Skills:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals and other related documents.  Ability to respond to common inquiries from other Team Members or guests. Fluency in English required.  Ability to write detailed instructions and correspondence.  Ability to effectively present information in one-on-one and small group situations.

Mathematical Skills & Reasoning Ability:

Ability to compute complex mathematical calculations. Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to decipher various reports and maintains reports upon request with strong decision-making and problem-solving skills. Ability to work well under pressure and deadlines.

Work Environment

The work environment characteristics described here are representative of those that exists while employees are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is typically moderate. When on the property or some back of house areas, the noise level increases to loud. Must be able to interact with internal and external guests in a professional manner.
• Due to the unpredictable nature of the hospitality/entertainment industry, employees must be able to work varying schedules to reflect the business needs of the property.

The Company is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation or any other status protected by law. We welcome the strength of diversity in our workforce.

Pay Transparency: $21.00 - $38.98

Working at Resorts World:

Resorts World New York City strives to provide our guests with world-class gaming, exquisite dining, and unique entertainment experiences. We are looking to hire an enthusiastic and dedicated team of professionals.