Operations Support Coordinator

Job Overview We are seeking a dedicated and knowledgeable Operations Support Coordinator to join our dynamic Help Desk team. The ideal candidate will be responsible for providing technical support to end users through the Operations Support Help Desk. This role ensures the smooth execution of our gaming operations, slot management system and cash dispensing management system by identifying, diagnosing, and resolving issues in a timely and professional manner. This role requires strong communication skills and the ability to troubleshoot issues effectively in a fast-paced environment. Duties · Provide assistance with jackpot processing calls · Authorize jackpots requiring overrides · Manually generate jackpots that are not reporting · Provide assistance with employee password reset · Provide assistance with customer PIN reset · Log calls and create tickets for unresolved and reassigned issues · Escalate calls to IT and Slot Tech as needed · Monitor Location Safe balances and dispatch for required loads · Prepare cash for transfer utilizing double custody procedures · Maintain Slot Tech Service Board · Monitor Konami Synkros “Health” Reports · Oversee “Live Bank” Process · Verify and dispense unprocessed transactions · Dispatch Second Verifier for Non-Restricted locations · Maintain Vehicle Logs · Maintain check-out sheets and prepare end-of-day reports Skills, Education and Other Requirements Proven experience in Help Desk, IT support, or customer service roles Strong understanding of computer systems and support best practices Familiarity with macOS and Windows operating systems Previous work experience in the gaming industry Excellent communication skills, both verbal and written, to effectively assist users at all levels Ability to work independently as well as part of a team in a fast-paced environment Detailed understanding of Jackpot and W2G processing and compliance Working knowledge of surveillance systems Demonstrated capacity to learn and adhere to IRS, Nevada Gaming Board (GCB), and ECL Gaming compliance and audit guidelines. Physical, Mental Demands and Working Conditions The physical and mental demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. · Requires the ability to distinguish letters or symbols and eye hand coordination · Must be able to sit, stand or walk for extended periods of time. · Must be able to repeat the same movements. · Must be able to successfully communicate on a regular basis with all co-workers, vendors, and guests. · Must be able to answer inquiries in a professional and accurate manner. · Must be able to access and interpret information on computer screens. · Must be able to work in an environment with an elevated noise level. · Must be able to lift and carry up to 30 pounds and respond to visual and aural cues. · Must be able to physically navigate the work environment throughout the day. Requirements Proven experience in Help Desk or IT support roles. Strong understanding of computer systems and support best practices. Familiarity with macOS and Windows operating systems. The content of this job description does not restrict management’s right to assign or reassign duties and responsibilities to this position at any time. The job description reflects the assignment of the essential functions of the current position but does not prescribe or restrict tasks that may be assigned. The essential functions are specified but are subject to change at any time for various reasons, including management discretion. ECL Gaming reserves the right to make changes to the job description whenever necessary. ECL Gaming is an equal opportunity employer (EOE). Qualified applicants are considered for employment without regard to race, color, religion, sex, national origin, age, marital status, disability, sexual orientation, or any other characteristic protected by state or federal law. PHYSICAL & MENTAL DEMANDS AND WORKING CONDITIONS: The physical and mental demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. · Requires the ability to distinguish letters or symbols and eye hand coordination · Must be able to sit, stand or walk for extended periods of time. · Must be able to repeat the same movements. · Must be able to successfully communicate on a regular basis with all co-workers, vendors, and guests. · Must be able to answer inquiries in a professional and accurate manner. · Must be able to access and interpret information on computer screens. · Must be able to work in an environment with an elevated noise level. · Must be able to lift and carry up to 30 pounds and respond to visual and aural cues. · Must be able to move around a work environment throughout the day. The content of this job description does not restrict management’s right to assign or reassign duties and responsibilities to this position at any time. The job description reflects the assignment of the essential functions of the current position but does not prescribe or restrict tasks that may be assigned. The essential functions are specified but are subject to change at any time for various reasons, including management discretion. ECL Gaming reserves the right to make changes to the job description whenever necessary. ECL Gaming is an equal opportunity employer (EOE). Qualified applicants are considered for employment without regard to race, color, religion, sex, national origin, age, marital status, disability, sexual orientation, or any other characteristic protected by state or federal law. Job Type: Full-time Pay: $22.00 - $24.00 per hour Benefits: 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance Application Question(s): Ability to obtain a Nevada Gaming License (Employee Registration) Experience: Tech Support: 1 year (Preferred) Shift availability: Night Shift (Required) Ability to Commute: Las Vegas, NV 89113 (Required) Work Location: In person