POSITION SUMMARY

The IT Helpdesk Support Specialist II will assist with troubleshooting and maintaining computers, printers, scanners, and related software applications. This position will need excellent problem-solving, communication, interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment.

MAIN RESPONSIBILITIES

Provide phone and email support to all internal users, assisting with PC, peripherals, mobile devices, and system software issues in a timely manner.

Troubleshoot problems through to resolution.

Knowledgeable in the field of IT to solve basic to moderate IT issues without additional assistance from other team members while also providing a high level of customer service at all times.

Install, repair and service computers and associated equipment. Maintain accurate records of IT assets including specifications, serial numbers, licensing (non-departmental), service histories, warranties, and allocation.

Ensure IT policies are adhered to, including access to and usage of resources.

Coordinate and supervise contractors/vendors onsite jobs

Aid in testing new equipment, software, and systems

Demonstrate sound knowledge of the following:

• Windows OS and other windows applications, including networking experience
• PC hardware and software knowledge. (e.g., Microsoft)
• Microsoft Office 365 Application and Suite
• VM Environment (an advantage)
• Enterprise Endpoint Security

Other IT duties as assigned

JOB REQUIREMENTS:

Knowledge & Skills

Minimum of 2 year in troubleshooting and break/fix of PC and IT infrastructure.

Minimum of 2 year in technical documentation or knowledge share.

Minimum of 2 year in customer service role within an IT support team.

Working knowledge of Windows environment, Active Directory (AD), and desktop technologies.

User-level knowledge of MS Office Applications.

Excellent written and verbal communication skills in English.

Excellent hands-on and problem-solving abilities.

Self-starter, dependable, and completing tasks with accuracy and attention to detail.

Familiarity with ITIL or IT resolution methodology.

Must respect and follow internal IT Policy and Procedures.

Bachelor/Associates degree in IT field, preferred.

IT related certification CompTIA A , Network , Security , ITIL, or MCP, preferred.

Other Requirements

The successful candidate must be able to obtain and maintain a Nevada Gaming license.

Required to work full time on-site.

Spanish fluency is a plus