Help Desk Agent II (Full Time) (34793)

{
  "content_hash": "c7095d54cb68e2abfca10c5368e99edb9bc2329b42ab0ed0f0434ed2d32c5155",
  "source_hash": "44fe390c653b7c71fa4f18fa32662de235d6ba83b8282b2f142e5ea120ffe963",
  "last_changed_at": "2026-05-31T19:07:05.031Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Central Operations - Rancho Mirage, CA; Rancho Mirage, CA, USA",
    "city": "Rancho Mirage",
    "region": "CA",
    "country": "United States",
    "is_remote": false,
    "confidence": 0.8
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T09:54:47.008Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Central Operations - Rancho Mirage, CA; Rancho Mirage, CA, USA",
      "city": "Rancho Mirage",
      "region": "CA",
      "country": "United States",
      "is_remote": false,
      "confidence": 0.8
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": "remote",
  "salary_period": null,
  "workplace_type": "remote",
  "salary_currency": null
}

{}

{
  "detail": {
    "city": "Rancho Mirage",
    "jobId": 368906,
    "level": "",
    "endDate": "",
    "legalId": 26,
    "isHotJob": false,
    "jobShift": "",
    "jobTitle": "Help Desk Agent II (Full Time) (34793)",
    "location": "Central Operations - Rancho Mirage, CA",
    "startDate": "",
    "clientCode": "0EL75",
    "remoteType": "",
    "description": "<p><strong><u>JOB LOCATION: </u></strong></p>\n\n<p>ONSITE- OFFICE</p>\n\n<p> </p>\n\n<p><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong><u>Job Description Summary</u></strong></span></span></p>\n\n<p><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Responsible for handling the first line of direct support and response to all Information Technology related service requests. Performs initial triage and diagnostics by collecting information over the phone and using remote tools as required. Applies logical troubleshooting with IT knowledge and experience to resolve the issue or adds all relevant documentation prior to escalating to other IT teams.</span></span></p>\n\n<p> </p>\n\n<p><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><u><strong>Essential Duties and Responsibilities (other duties may be assigned)</strong></u></span></span></p>\n\n<ul>\n\t<li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Handle first line of IT support for all end user related service requests.</span></span></li>\n\t<li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Triage and perform diagnostics utilizing all available tools while providing excellent customer service. </span></span></li>\n\t<li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Lead processes and provide coaching for other Help Desk Technicians when workflow deficiencies are identified.</span></span></li>\n\t<li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Provide training for incoming Help Desk Agents. </span></span></li>\n\t<li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Provide feedback to management regarding ongoing technical difficulties via verbal and written communication, including reports, as directed.</span></span></li>\n\t<li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Apply logical troubleshooting with IT knowledge and experience to resolve the issue or add all relevant documentation prior to escalating to other IT teams.</span></span></li>\n\t<li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Constantly monitor and manage the Help Desk ticket queue and respond to requests in a timely fashion, documenting all aspects of a given situation including root cause analysis and resolution.</span></span></li>\n\t<li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Solicit feedback from other Help Desk Technicians to optimize and improve support while maintaining a solid understanding of general end-user support needs and requirements.</span></span></li>\n\t<li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Work with other IT team members on creating and maintaining a knowledge base while ensuring complete and accurate information.</span></span></li>\n</ul>\n\n<p style=\"margin-left:48px;\"> </p>\n\n<p><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><u><strong>Access to Sensitive Areas and Information:</strong></u></span></span></p>\n\n<p><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">As according to the ACGC Access Matrix</span></span></p>\n\n<p> </p>\n\n<p><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><u><strong>Signatory Ability:</strong></u></span></span></p>\n\n<p><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">None</span></span></p>",
    "jobCategory": "Information Technology",
    "salaryRange": "",
    "socialMedia": {
      "xLink": {
        "text": "Agua%2520Caliente%2520Casinos%2520Job%2520Opportunity%2520Help%2520Desk%2520Agent%2520Ii%2520%2528Full%2520Time%2529%2520%252834793%2529"
      },
      "emailLink": {
        "subject": "Agua%20Caliente%20Casinos%20Job%20Opportunity%20Help%20Desk%20Agent%20Ii%20%28Full%20Time%29%20%2834793%29",
        "summary": "JOB%20LOCATION%3A%C2%0A%0AONSITE-%20OFFICE%0A%0A%C2%0A%0AJob%20Description%20Summary%0A%0AResponsible%20for%20handling%20the%20first%20line%20of%20direct%20support%20and%20response%20to%20all%20Information%20Technology%20related%20service%20requests.%20Performs%20initial%20triage%20and%20diagnostics%20by%20collecting%20information%20over%20the%20phone%20and%20using%20remote%20tools%20as%20required.%20Applies%20logical%20troubleshooting%20with%20IT%20knowledge%20and%20experience%20to%20resolve%20the%20issue%20or%20adds%20all%20relevant%20documentation%20prior%20to%20escalating%20to%20other%20IT%20teams.%0A%0A%C2%0A%0AEssential%20Duties%20and%20Responsibilities%20%28other%20duties%20may%20be%20assigned%29%0A%0A%0A%09Handle%20first%20line%20of%20IT%20support%20for%20all%20end%20user%20related%20service%20requests.%0A%09Triage%20and%20perform%20diagnostics%20utilizing%20all%20available%20tools%20while%20providing%20excellent%20customer%20service.%20%0A%09Lead%20processes%20and%20provide%20coaching%20for%20other%20Help%20Desk%20Technicians%20when%20workflow%20deficiencies%20are%20identified.%0A%09Provide%20training%20for%20incoming%20Help%20Desk%20Agents.%20%0A%09Provide%20feedback%20to%20management%20regarding%20ongoing%20technical%20difficulties%20via%20verbal%20and%20written%20communication%2C%20including%20reports%2C%20as..."
      },
      "facebookLink": {
        "redirectUri": "",
        "facebookAppId": "773759036043100"
      },
      "linkedInLink": {}
    },
    "isQuickApply": false,
    "positionType": "Full Time",
    "countryPaidIn": "",
    "googleJobJson": "{\"@context\":\"https://schema.org/\",\"@type\":\"JobPosting\",\"title\":\"Help Desk Agent II (Full Time) (34793)\",\"identifier\":\"J0EL75368906\",\"url\":\"https://www.paycomonline.net/v4/ats/web.php/portal/6D1353D45F206B1C1F44D6CCC28333BA/jobs/368906\",\"image\":\"https://www.paycomonline.net/v4/ats/web.php/application/style/logo?clientkey=6D1353D45F206B1C1F44D6CCC28333BA\",\"datePosted\":\"2026-04-08\",\"description\":\"Job DetailsJob Location: Central Operations - Rancho Mirage, CAPosition Type: Full TimeJob Category: Information TechnologyJOB LOCATION: \\n\\nONSITE- OFFICE\\n\\n \\n\\nJob Description Summary\\n\\nResponsible for handling the first line of direct support and response to all Information Technology related service requests. Performs initial triage and diagnostics by collecting information over the phone and using remote tools as required. Applies logical troubleshooting with IT knowledge and experience to resolve the issue or adds all relevant documentation prior to escalating to other IT teams.\\n\\n \\n\\nEssential Duties and Responsibilities (other duties may be assigned)\\n\\n\\n\\tHandle first line of IT support for all end user related service requests.\\n\\tTriage and perform diagnostics utilizing all available tools while providing excellent customer service. \\n\\tLead processes and provide coaching for other Help Desk Technicians when workflow deficiencies are identified.\\n\\tProvide training for incoming Help Desk Agents. \\n\\tProvide feedback to management regarding ongoing technical difficulties via verbal and written communication, including reports, as directed.\\n\\tApply logical troubleshooting with IT knowledge and experience to resolve the issue or add all relevant documentation prior to escalating to other IT teams.\\n\\tConstantly monitor and manage the Help Desk ticket queue and respond to requests in a timely fashion, documenting all aspects of a given situation including root cause analysis and resolution.\\n\\tSolicit feedback from other Help Desk Technicians to optimize and improve support while maintaining a solid understanding of general end-user support needs and requirements.\\n\\tWork with other IT team members on creating and maintaining a knowledge base while ensuring complete and accurate information.\\n\\n\\n \\n\\nAccess to Sensitive Areas and Information:\\n\\nAs according to the ACGC Access Matrix\\n\\n \\n\\nSignatory Ability:\\n\\nNoneQualificationsEducation and/or Experience\\n\\n\\n\\tHigh school diploma, GED or equivalent required. College degree and/or technical certification preferred.\\n\\tTwo to Three years of related work experience required, prior hospitality experience preferred.\\n\\tStrong analytical and problem-solving skills.\\n\\tExceptional interpersonal, written and oral communication skills with the ability to work in a team-oriented collaborative environment.\\n\\tStrong documentation skills with attention to detail.\\n\\tCapable of working in a fast-paced environment with a rapidly growing client base.\\n\\tStrong knowledge of Windows and Mac OS operating systems.\\n\\tStrong knowledge of iOS and Android devices in a commercial or enterprise environment.\\n\\tStrong knowledge of cell phone carriers such as AT&amp;T and Verizon in a commercial or enterprise environment.\\n\\n\\n \\n\\n \\n\\nWorking Conditions/Physical Demands:\\n\\nTo perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ miles, climbing stairs, and sitting at a desk/workstation for the duration of the shift. Must be able to work in a smoke-filled environment.\\n\\nTypically, the individual will be housed in an office environment.  The noise level in the work environment is usually moderate but will escalate when located in the casino environment.  Must be able to grasp, bend, lift, and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to:  a computer keyboard, cell phone, tablet, calculator, general office equipment and multi-line telephone.\",\"responsibilities\":\"JOB LOCATION: \\n\\nONSITE- OFFICE\\n\\n \\n\\nJob Description Summary\\n\\nResponsible for handling the first line of direct support and response to all Information Technology related service requests. Performs initial triage and diagnostics by collecting information over the phone and using remote tools as required. Applies logical troubleshooting with IT knowledge and experience to resolve the issue or adds all relevant documentation prior to escalating to other IT teams.\\n\\n \\n\\nEssential Duties and Responsibilities (other duties may be assigned)\\n\\n\\n\\tHandle first line of IT support for all end user related service requests.\\n\\tTriage and perform diagnostics utilizing all available tools while providing excellent customer service. \\n\\tLead processes and provide coaching for other Help Desk Technicians when workflow deficiencies are identified.\\n\\tProvide training for incoming Help Desk Agents. \\n\\tProvide feedback to management regarding ongoing technical difficulties via verbal and written communication, including reports, as directed.\\n\\tApply logical troubleshooting with IT knowledge and experience to resolve the issue or add all relevant documentation prior to escalating to other IT teams.\\n\\tConstantly monitor and manage the Help Desk ticket queue and respond to requests in a timely fashion, documenting all aspects of a given situation including root cause analysis and resolution.\\n\\tSolicit feedback from other Help Desk Technicians to optimize and improve support while maintaining a solid understanding of general end-user support needs and requirements.\\n\\tWork with other IT team members on creating and maintaining a knowledge base while ensuring complete and accurate information.\\n\\n\\n \\n\\nAccess to Sensitive Areas and Information:\\n\\nAs according to the ACGC Access Matrix\\n\\n \\n\\nSignatory Ability:\\n\\nNone\",\"employmentType\":\"FULL_TIME\",\"hiringOrganization\":{\"@type\":\"Organization\",\"name\":\"Agua Caliente Casinos\",\"logo\":\"https://www.paycomonline.net/v4/ats/web.php/application/style/logo?clientkey=6D1353D45F206B1C1F44D6CCC28333BA\"},\"jobLocation\":{\"@type\":\"Place\",\"address\":{\"streetAddress\":\"\",\"addressLocality\":\"Rancho Mirage\",\"addressRegion\":\"CA\",\"postalCode\":\"\",\"addressCountry\":\"USA\"}},\"qualifications\":\"Education and/or Experience\\n\\n\\n\\tHigh school diploma, GED or equivalent required. College degree and/or technical certification preferred.\\n\\tTwo to Three years of related work experience required, prior hospitality experience preferred.\\n\\tStrong analytical and problem-solving skills.\\n\\tExceptional interpersonal, written and oral communication skills with the ability to work in a team-oriented collaborative environment.\\n\\tStrong documentation skills with attention to detail.\\n\\tCapable of working in a fast-paced environment with a rapidly growing client base.\\n\\tStrong knowledge of Windows and Mac OS operating systems.\\n\\tStrong knowledge of iOS and Android devices in a commercial or enterprise environment.\\n\\tStrong knowledge of cell phone carriers such as AT&amp;T and Verizon in a commercial or enterprise environment.\\n\\n\\n \\n\\n \\n\\nWorking Conditions/Physical Demands:\\n\\nTo perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ miles, climbing stairs, and sitting at a desk/workstation for the duration of the shift. Must be able to work in a smoke-filled environment.\\n\\nTypically, the individual will be housed in an office environment.  The noise level in the work environment is usually moderate but will escalate when located in the casino environment.  Must be able to grasp, bend, lift, and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to:  a computer keyboard, cell phone, tablet, calculator, general office equipment and multi-line telephone.\",\"experienceRequirements\":\"Education and/or Experience\\n\\n\\n\\tHigh school diploma, GED or equivalent required. College degree and/or technical certification preferred.\\n\\tTwo to Three years of related work experience required, prior hospitality experience preferred.\\n\\tStrong analytical and problem-solving skills.\\n\\tExceptional interpersonal, written and oral communication skills with the ability to work in a team-oriented collaborative environment.\\n\\tStrong documentation skills with attention to detail.\\n\\tCapable of working in a fast-paced environment with a rapidly growing client base.\\n\\tStrong knowledge of Windows and Mac OS operating systems.\\n\\tStrong knowledge of iOS and Android devices in a commercial or enterprise environment.\\n\\tStrong knowledge of cell phone carriers such as AT&amp;T and Verizon in a commercial or enterprise environment.\\n\\n\\n \\n\\n \\n\\nWorking Conditions/Physical Demands:\\n\\nTo perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ miles, climbing stairs, and sitting at a desk/workstation for the duration of the shift. Must be able to work in a smoke-filled environment.\\n\\nTypically, the individual will be housed in an office environment.  The noise level in the work environment is usually moderate but will escalate when located in the casino environment.  Must be able to grasp, bend, lift, and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to:  a computer keyboard, cell phone, tablet, calculator, general office equipment and multi-line telephone.\",\"industry\":\"Information Technology\",\"validThrough\":\"2026-07-07\"}",
    "applyAvailable": true,
    "educationLevel": "",
    "qualifications": "<p><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><u><strong>Education and/or Experience</strong></u></span></span></p>\n\n<ul>\n\t<li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">High school diploma, GED or equivalent required. College degree and/or technical certification preferred.</span></span></li>\n\t<li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Two to Three years of related work experience required, prior hospitality experience preferred.</span></span></li>\n\t<li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Strong analytical and problem-solving skills.</span></span></li>\n\t<li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Exceptional interpersonal, written and oral communication skills with the ability to work in a team-oriented collaborative environment.</span></span></li>\n\t<li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Strong documentation skills with attention to detail.</span></span></li>\n\t<li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Capable of working in a fast-paced environment with a rapidly growing client base.</span></span></li>\n\t<li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Strong knowledge of Windows and Mac OS operating systems.</span></span></li>\n\t<li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Strong knowledge of iOS and Android devices in a commercial or enterprise environment.</span></span></li>\n\t<li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Strong knowledge of cell phone carriers such as AT&amp;T and Verizon in a commercial or enterprise environment.</span></span></li>\n</ul>\n\n<p> </p>\n\n<p> </p>\n\n<p><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><u><strong>Working Conditions/Physical Demands:</strong></u></span></span></p>\n\n<p><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">To perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ miles, climbing stairs, and sitting at a desk/workstation for the duration of the shift. Must be able to work in a smoke-filled environment.</span></span></p>\n\n<p><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Typically, the individual will be housed in an office environment.  The noise level in the work environment is usually moderate but will escalate when located in the casino environment.  Must be able to grasp, bend, lift, and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to:  a computer keyboard, cell phone, tablet, calculator, general office equipment and multi-line telephone.</span></span></p>",
    "descriptionTitle": "Description",
    "travelPercentage": "",
    "jobYoutubeVideoId": "",
    "legalRevisionDate": {
      "date": "2025-09-15T12:50:03.000Z",
      "timezone": "America/Chicago",
      "timezone_type": 3
    },
    "secondaryLocations": [],
    "primaryPhoneCountry": "US",
    "primaryPhoneEnabled": true,
    "qualificationsTitle": "Qualifications",
    "primaryPhoneRequired": true,
    "primaryPhoneNumberDoesNotExist": false
  },
  "preview": {
    "jobId": 368906,
    "isHotJob": false,
    "jobTitle": "Help Desk Agent II (Full Time) (34793)",
    "postedOn": "",
    "locations": "Central Operations - Rancho Mirage, CA",
    "remoteType": "",
    "description": "JOB LOCATION: \n\nONSITE- OFFICE\n\n \n\nJob Description Summary\n\nResponsible for handling the first line of direct support and response to all Information ...",
    "positionType": "Full Time"
  },
  "detail_meta": {
    "url": "https://portal-applicant-tracking.us-cent.paycomonline.net/api/ats/job-postings/368906",
    "http_status": 200,
    "content_type": "application/json",
    "response_bytes": 23137
  },
  "detail_errors": []
}