Desktop Support Specialist

CAI•Fountain Hill, PA

2d•$25 - $30•Onsite

About The Position

CAI is seeking a Desktop Support Specialist to provide end-user technical support and help maintain IT operations in a fast-paced gaming environment. The role involves troubleshooting hardware and software issues, installing and maintaining desktop systems, and supporting users onsite in Bethlehem, Pennsylvania. The position is described as a contract role. The regular schedule is Friday and Saturday, 2:00 PM–12:00 AM, and Sunday and Monday, 1:00 PM–11:00 PM. Training is Monday through Friday, 9:00 AM–5:00 PM, followed by transition to the regular schedule. The employee must be able to qualify for, apply for, and obtain a Pennsylvania Gaming Control Board license.

Requirements

Must be able to qualify for, apply for, and obtain a Pennsylvania Gaming Control Board license.
At least 3 years of experience providing desktop, help desk, or technical support services.
Strong troubleshooting skills related to Windows operating systems, desktop hardware, software applications, and network connectivity.
Experience with software installations, system upgrades, and peripheral device support.
Ability to diagnose and resolve complex technical issues independently.
Experience documenting incidents, service requests, and resolutions.
Strong verbal and written communication skills.
Ability to provide technical guidance and support to non-technical users.
Ability to work the required onsite schedule, including evenings and weekends.
Knowledge of Microsoft Office and standard desktop support tools.
Understanding of virus protection, operating system updates, and endpoint security practices.

Nice To Haves

Experience supporting gaming, casino, hospitality, or highly regulated environments.
Knowledge of diagnostic and remote support tools.
Previous experience with IT service management processes and ticketing systems.
Familiarity with regulatory compliance requirements and internal control environments.

Responsibilities

Test new technologies before deployment.
Install, configure, and upgrade desktop operating systems, software applications, network connectivity, and peripheral devices.
Troubleshoot and resolve hardware and software issues through debugging, testing, and vendor collaboration.
Analyze system issues and recommend software or hardware modifications to improve performance and reliability.
Maintain virus protection programs and operating system updates.
Diagnose failing system components using testing procedures and diagnostic software.
Research and resolve complex technical issues for end users.
Communicate technical solutions and issue resolutions to IT staff and end users.
Log and track support requests, issues, and resolutions.
Assist in developing and improving support processes, procedures, and call-handling practices.
Provide end-user guidance on productivity software and basic technology functions.
Support departmental projects and initiatives while meeting established deadlines.
Coordinate tasks, assignments, and timelines to achieve departmental objectives.
Develop and maintain knowledge of applicable gaming regulations, internal controls, and company policies.
Support a collaborative work environment focused on customer service, teamwork, and operational excellence.