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HelpDesk Technician II


Providence, RI, US, 02903 RI Statewide, RI, US West Greenwich, RI, US, 02817

Requisition ID:  13843

IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 10,500 employees. For more information, please visit



  • 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



  • 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



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.


At IGT, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range is $37,000 - $50,500. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements, where applicable.


Base pay is only one part of our Total Rewards program.  Sales roles may be eligible for commission payments, while other roles are eligible for discretionary bonuses .  In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements.


IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit

Nearest Major Market: Providence
Nearest Secondary Market: Rhode Island

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