IT Helpdesk Support Technician

Konami Gaming•Las Vegas, NV

1d•Onsite

About The Position

Konami Gaming is looking for an IT Helpdesk Support Technician I to join their team. This role involves providing technical support for software, hardware, and network issues to both local and remote users. The technician will communicate technical solutions clearly, offer one-on-one user training, assist System/Network Engineers, troubleshoot network printer problems, and escalate complex issues when necessary. Responsibilities also include maintaining hardware and software inventories, contacting vendors for repairs, and performing other related duties. The role requires a friendly, professional attitude, the ability to work well with others in a fast-paced environment, and the capacity to work with minimal supervision while being proactive. A strong desire to learn new technologies is essential. The technician will provide basic support for IT hardware, peripherals, copiers, and network access, as well as user-level support for Pronto-related issues.

Requirements

High School GED.
One year college level course work and CompTIA A+, Microsoft 365 Certified: Fundamentals, or equivalent.
2 years’ experience in one or more of the following areas is desired: IT help desk, gaming company technical support, or casino technical support.
Technical skills in the areas of networking, computer operation, hardware, software troubleshooting, and PC troubleshooting are also helpful.
Basic understanding of Microsoft Office products.
Ability to communicate professionally and efficiently, both verbal and written with all levels of the business.
Must be able to obtain and maintain Gaming licensure(s).
Knowledge of: Desktop operating systems, various software applications and basic hardware for PC’s; principles and theories of network systems; internet technologies and products; Help Desk ticketing systems; Gaming Industry experience.

Nice To Haves

A strong desire to learn and keep abreast of new and emerging technologies.
Friendly, professional and helpful attitude.
Ability to work well with others in a professional environment.
Ability to work in a fast-paced environment and prioritize effectively to meet the ever-changing needs of the users and the company.
Ability to work with little or no supervision and be proactive in all situations.
Understanding of VOIP desk phones, smartphones, mobile hotspots and all other telecommunications devices and equipment.
A strong desire to learn and keep abreast of new and emerging technologies and understanding of how to apply these effectively to the work environment is highly desired.
Ability to work effectively and efficiently in a high-stress, fast-paced, and high-pressure environment while maintaining high standards of accuracy, paying attention to detail, and meeting assigned deadlines.
Demonstrates high integrity, trust, and strict confidentiality.
Ability to maintain excellent communication and a positive, respectful, and professional attitude and relationship with clients, employees, peers, co-workers, all levels of management, and all outside organizations conducting business or otherwise interacting with the company.
Ability to always act autonomously while adhering to overall department and company policies and procedures.

Responsibilities

Identifies, diagnoses, and resolves Level One problems for local and remote end-users.
Provides one-on-one end-user problem resolution for approved software.
Delivers, asset tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals.
Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and local-area network access problems, with assistance of Network Engineers as required.
Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
Helps install local area network cabling systems and equipment such as network interface cards and switches.
Assists IT Team in creating documentation materials for end-users frequently asked questions (FAQs).
Configure approved end-user mobile devices for connectivity to system and troubleshoot basic communication issues.
Provide basic support for all IT related hardware, peripherals, copiers and network access.
Provide user level support for Pronto related issues and escalations, as necessary.
Employees are responsible for maintaining a safe work environment and following all safety rules and regulations.
Performs other related duties as assigned.