Job Description

Responsibilities

This is a temporary position expecting to last 6 months with the possibility of an extension or conversion to permanent employment.

• Work Schedule: Monday - Friday, 8 hour shift will fall between: 4am and 10pm.
• Provides accurate, timely and creative solutions of moderate to complex nature to ensure client productivity for IGT internal desktop systems software and hardware, network systems, printers, telecommunications, and other related technical equipment
• Acts as first line of support for end-user issues
• Performs restorative and maintenance actions remotely to resolve client's problems, using basic troubleshooting and technical skills
• Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves and configuration changes
• Maintain accurate information and data regarding client issues within the tracking system and according to policies and standards
• Analyze and troubleshoot network connectivity and access problems
• Research, respond to, and resolve trouble ticket and log trouble tickets in tracking database and follow up with customers to keep them informed of the status of tickets, both opened and closed
• Install and configure desktop/ laptop and workstations in a heterogeneous environment
• Document IS procedures/information, posts information on the IS website. Maintains HelpDesk Knowledge Base
• Install software patches, fixes, and drivers to resolve problems
• Support password and data integrity and file system security for the desktop environment
• Evaluate customer issues and determine appropriate corrective actions
• Resolve systems and hardware failures within the scope of provided training
• Ability to communicate and write clearly to convey complex ideas and instructions to the IGT user community

First Year Goals

• Demonstrate knowledge and skills in supporting all IGT internal systems
• Strong technical understanding of the various hardware and software being supported
• Willing and able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
• Accepts new assignments, challenges, and change in a positive manner
• Stays focused on critical issues even in the face of constraints and adversity. Performs well under pressure
• Execute a very high degree of tact and courtesy when interfacing with user community, a customer friendly attitude and the ability to work in a team environment
• Strives to enhance current capabilities to improve individual performance

Qualifications

• High School diploma required, or equivalent
• 1 to 3 years of experience in technical IS and Help Desk support
• Must have basic knowledge of/skills in computers and operating systems technologies, Microsoft applications and how they impact users
• Remote location analytical and problem-solving skills
• Excellent communication skills, phone, and customer service etiquette in resolving user’s problems is required.
• Must be able to work overtime as needed

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

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