Specialist IT Support II

Responsibilities

• Provide frontline technical support to internal customers, including hardware troubleshooting, maintenance, and issue resolution.

• Maintain user account integrity and workstation security standards in compliance with external audit requirements (SOX, PCI, SOC 2) and internal company controls.

• Coordinate with cross-functional teams to facilitate employee onboarding and offboarding activities, ensuring timely access provisioning and equipment management.

• Utilize enterprise technologies to image, configure, deploy, manage, and track employee workstations throughout the organization.

• Maintain and continuously improve the IT knowledge base by creating new documentation, updating existing content, and archiving outdated materials.

• Analyze support ticket and service request trends to identify recurring issues and broader environmental concerns, escalating findings to management as appropriate.

• Collaborate with employees and third-party vendors to provide advanced technical support and issue resolution.

• Participate in an on-call support rotation to assist internal customers outside of regular business hours.

• Manage the physical inventory and location of employee technology assets, including support for major office and facility relocations.

• Maintain local conference room technology, configurations, and provide emergency support when required.

• Partner with cross-functional teams on information technology and infrastructure initiatives and projects.

• Process and manage IT-related purchase requests in accordance with company procedures.

• Plan, coordinate, and provide IT support for both internal company events and customer-facing events.

• Perform other duties and responsibilities as assigned.

Qualifications

Education & Experience:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field required; equivalent combination of education and relevant work experience will be considered.
• 2–5 years of experience in an IT support or technical support role within a fast-paced environment.
• Experience providing technical support to both on-site and remote users.
• Proven ability to work independently, prioritize tasks, and apply strong analytical and problem-solving skills.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Strong customer service orientation with experience resolving user issues through phone, remote, and in-person support.

Technical Skills & Knowledge:

• Advanced troubleshooting skills with Microsoft Office applications and other business software.
• Strong knowledge of Windows operating systems and desktop computing environments.
• Experience diagnosing and resolving hardware, software, and system-related issues.
• Ability to quickly learn, retain, and apply new technical concepts and technologies.
• Demonstrated capability to adapt to evolving technologies and implement new processes and best practices.
• Working knowledge of Windows Command Line Interface (CLI) tools and their use in troubleshooting, system administration, and support activities.

Preferred Competencies:

• Strong attention to detail and commitment to delivering high-quality customer support.
• Ability to manage multiple priorities while maintaining responsiveness and professionalism.
• Collaborative team player with a proactive approach to identifying and resolving technical issues.

Additional Requirements

Work Hours:

This is a full-time position requiring 40+ hours per week. Flexibility to work overtime, including evenings, weekends, and holidays, is required based on business needs.

Physical and Mental Requirements:

• Must be comfortable working for extended periods in a cubicle or workspace with limited space.
• Must be able to remain seated at a computer terminal for extended periods of time.
• Requires frequent and repetitive use of a keyboard, mouse, and telephone.
• Must be able to work at the assigned location to support direct communication and interaction with team members, management, and others as needed, unless traveling for a business-related purpose.
• Requires bending, reaching, twisting, squatting, and occasional lifting of up to 30 pounds.
• Must be able to work effectively and efficiently in a fast-paced, dynamic environment while maintaining high standards of accuracy, attention to detail, and meeting assigned deadlines.
• Must demonstrate high integrity, trustworthiness, and strict confidentiality.
• Must maintain excellent communication, professionalism, and a positive, respectful attitude when interacting with customers, employees, peers, co-workers, all levels of management, and external organizations conducting business with or otherwise interacting with IGT.
• Must be able to adapt to a work environment where processes, performance standards, goals, and budget requirements may change in response to evolving business needs.
• Must maintain a professional and courteous demeanor when working with angry, impolite, or irrational customers and employees.
• Must possess the ability to professionally and diplomatically mediate conflict.
• Must be able to balance competing priorities and make sound decisions both within and outside established policies.
• Must demonstrate the ability to work independently while adhering to and enforcing all departmental and company policies and procedures.

Keys to Success

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

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