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POSITION SUMMARY
The IT Helpdesk Support Specialist II will assist with troubleshooting and maintaining computers, printers, scanners, and related software applications. This position will need excellent problem-solving, communication, interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment. This position primarily supports our Las Vegas office and remote end-users located within the United States.
Reports to: Global IT Helpdesk Manager
MAIN RESPONSIBILITIES
- Provide support to all internal users, assisting with PC, peripherals, mobile devices, and system software issues in a timely manner.
- Troubleshoot problems through resolution.
- Knowledgeable in the field of IT to solve basic to moderate IT issues without additional assistance from other team members while also providing a high level of customer service at all times.
- Install, repair and service computers and associated equipment. Maintain accurate records of IT assets including specifications, serial numbers, licensing (non-departmental), service histories, warranties, and allocation.
- Ensure IT policies are adhered to, including access to and usage of resources.
- Coordinate and supervise contractors/vendors onsite jobs.
- Aid in testing new equipment, software, and systems.
- Demonstrate sound knowledge of the following:
- Windows OS and other windows applications, including networking experience
- PC hardware and software knowledge (e.g., Microsoft)
- Microsoft Office 365
- VM Environment (an advantage)
- Enterprise Endpoint Security (an advantage)
JOB REQUIREMENTS
Education/Experience
- Bachelor/Associates degree in IT field, preferred.
- IT related certification CompTIA A+, Network+, Security+, ITIL, or MCP, preferred.
- Minimum of 1 year in customer service role within an IT support team.
- Minimum of 1 year in hands-on troubleshooting and break/fix of PC and IT infrastructure.
- Minimum of 1 year in technical documentation or knowledge share.
Knowledge & Skills
- Working knowledge of Windows 11, Active Directory (AD), and desktop technologies.
- User-level knowledge of MS Office Applications.
- Excellent written and verbal communication skills in English.
- Excellent hands-on and problem-solving abilities.
- Self-starter, dependable, and completing tasks with accuracy and attention to detail.
- Familiarity with ITIL or IT resolution methodology.
- Must respect and follow internal IT Policy and Procedures.
PHYSICAL REQUIREMENTS
- Must be able to lift and transport equipment weighing up to 50 lbs.
- Position requires frequent walking between departments and offices.
- Sufficient physical ability and mobility to work in an office environment.
- Ability to sit for prolonged periods of time while working at a computer.
- Visual acuity to read information on a screen.
ADDITIONAL REQUIREMENTS
- The successful candidate must be able to obtain and maintain a Nevada Gaming registration and other jurisdictional gaming licenses, as required.
- Position is onsite full-time.
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