Desktop Support Specialist II

IGT, a Nevada Corporation•Chicago, IL

3d•Hybrid

About The Position

The IT Support Specialist II provides frontline technical support to internal customers, resolving hardware and software issues and maintaining secure, reliable employee workstations. The role supports onboarding and offboarding, manages IT assets and documentation, and collaborates with internal teams and third-party providers on support requests, infrastructure projects, and company events. It also maintains user account integrity and workstation security in accordance with internal controls and external audit requirements.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or Engineering, or a combination of education and work experience in a related field.
2–5 years of experience in an IT support role within a fast-paced environment.
Demonstrated experience supporting on-site and remote customers.
Ability to work independently and apply analytical problem-solving skills.
Excellent communication skills, including the ability to explain technical subjects to nontechnical audiences.
Ability to resolve users’ problems while demonstrating professional telephone etiquette and customer service.
Advanced troubleshooting experience with Microsoft Office applications and other software.
Advanced proficiency and in-depth knowledge of computer operating systems.
Ability to absorb and apply technical knowledge.
Ability to implement knowledge and processes related to new technical developments.
Ability to understand and use the Windows command-line interface (CLI) to perform job functions.
Communication, analytical thinking, learning agility, service focus, collaboration and teamwork, compliance, adaptability, and accountability.
Ability to work accurately and efficiently, maintain attention to detail, and meet deadlines in a fast-paced, dynamic environment.
High integrity, trustworthiness, and strict confidentiality, with a positive, respectful, and professional approach to clients, colleagues, management, and external organizations.
Ability to adapt to changing processes, performance standards, goals, and budget requirements, balance competing priorities, and make sound decisions.
Ability to remain professional and courteous when handling challenging customer interactions and to mediate conflict politely and professionally.
Ability to work autonomously under general direction while adhering to and enforcing department and company policies and procedures.

Responsibilities

Provide frontline support to internal customers, including hardware troubleshooting and maintenance.
Maintain user account integrity and workstation security standards in compliance with external audit controls, including SOX, PCI, and SOC 2, and internal company controls.
Coordinate with cross-functional teams to facilitate employee onboarding and offboarding.
Use technology to image, configure, deploy, and track employee workstations across the enterprise.
Maintain the knowledge base by creating new documents, updating existing documents, and archiving outdated documents.
Analyze support request trends, identify broader problems within the environment, and escalate issues to management as needed.
Coordinate with employees and third-party providers to deliver advanced support.
Participate in an on-call rotation to assist internal customers outside regular business hours.
Manage the physical location of employee assets and IT inventory, including during major facility relocations.
Maintain local conference room configurations and provide emergency support.
Collaborate with cross-functional teams on information technology and infrastructure projects.
Receive and process purchase requests.
Plan, coordinate, and provide IT support for company and customer-facing events.
Perform other related duties as assigned.