IGT User Support Technician in Reno, Nevada
Req No. 17666BR
Job Posting Title User Support Technician
Location NV - Reno
Employment Status Full Time
IGT is expanding the GSC (Global Support Center) team. We are looking for someone who is flexible due to the 24/7/365 environment. You will be the point of contact, working directly with global IGT staff by providing remote technical phone support while also staying accountable for the day to day support of IGT Information Technology Systems. Hours are M-F, midnight- 8:30am.
PRINCIPLE DUTIES AND RESPONSIBILITIES
•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
•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 lift 50 lbs. regularly
•Must be able to work overtime as needed.
Preferred Qualifications Associate’s degree or equivalent preferred.
Special requirements needed
Work overtime as needed
Pass a background check
Keys To Success
• Drive results to achieve high-quality work results regardless of work complexity. • Build collaborative relationships both internally and externally • Decision making to identify and understand situations; identify opportunities to proactively resolve. • Personal energy to proactively address situations and adopt a positive approach; resilience in front of change and obstacles. • Self-leadership to continuously learn and develop oneself • Foster innovation
IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, state, or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.