Monarch Casino & Resort, Inc.

Help Desk Manager I.T

General Administration


Atlantis Casino Resort Spa a wholly owned subsidiary of Monarch Casino & Resort, Inc. (NASDAQ: MCRI), a publicly traded corporation recognized by Forbes on their "Most Trustworthy Companies" list and rated as America’s Best and Mid-Size Employers.


This position is responsible for the operations and supervision of the IT helpdesk and IT Technicians. Performs day to day support operations as part of the help desk in addition to managing the helpdesk team.


  • Leads the team by example as a lead IT tech.
  • Works with upper management to develop plans, forecasts, and budgets for the I.T. department.
  • Creates and manages escalation procedures and ensures service levels are maintained
  • Documents, tracks, and monitors problems to ensure resolution in a timely manner
  • Identifies, researches, and resolves complex technical problems
  • Develops IT tech schedules, prioritizes support calls and resources for installation and support.
  • Collaborates with management to develop helpdesk standards, as well as research and procurement of relevant technology.
  • Creates and manages procedures
  • Documents and trains on all work performed
  • Prepares progressive reports for all work performed.
  • Works with Atlantis systems group to install, configure, and troubleshoot servers, applications, equipment and systems
  • Works with AV to install, configure, and troubleshoot servers, applications, equipment and systems.
  • Trains new IT techs on all systems and provides first line of support for questions after hours.


Demonstrated excellent guest service
Positive attitude and outlook on life
2 year supervisory experience
5 years IT helpdesk experience
Able to prioritize and get projects done in a demanding environment
Preferred Microsoft certifications
Experience with TCP/IP and other networking protocols and concepts
Experience with Operating system such as; Windows, IBM i, Linux, OSX
Experience with personal computers, servers, tablets, mobile devices and like technology
Ability to work long periods on their feet.
Ability to lift 75 pounds


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