IT Helpdesk Support Specialist I

POSITION SUMMARY

The IT Helpdesk Support Specialist I 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 phone and email support to all internal users, assisting with PC, peripherals, mobile devices, and system software issues in a timely manner.
• Troubleshoot problems through to 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)
• Other IT duties as assigned.

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 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.
• Position is onsite full-time.