Global IT Support I

GLI is seeking a full-time, in-office Global IT Support I in our Wheat Ridge, CO location. This position provides courteous and professional IT end user support to all assigned employees and clients, including assisting other offices and working on global projects.


Who We Are...

Wherever there is legalized gambling, jurisdictions have a set of regulations by which manufacturers and operators must adhere to. This is where we come in. We test the games and systems to ensure they meet regulatory standards before reaching the public. Since 1989, Gaming Laboratories International (GLI) has been the global leader in the testing and certification of gaming devices and systems. Our work supports the integrity of gaming worldwide.

Why You Should Work Here...

Our employees are our greatest asset. We offer competitive compensation and benefits, and a company culture focused on employee development and collaboration. You'll have the opportunity to work in a global organization and support brand recognition and awareness.

What You Will Accomplish Here...

As a Global IT Support I, you will serve as the front line of the IT Department, responsible for troubleshooting issues and providing users with support and self-service knowledge on all applications, including desktop and laptop systems, connectivity issues, voice issues, software, and video conferencing applications. You will also collaborate with peers to complete helpdesk tickets, emails, and phone calls to ensure timely responses to all users.

This position will focus on the following:

• Responds to all assigned tickets in the IT ticket tracking system in a timely fashion and with appropriate documentation.
• Corrects end user issues and promptly escalates issues that cannot be corrected.
• Performs hardware installations, maintenance, patching, and resolves issues within the LAN/WAN environments and end user device encryption.
• Provides software installation, maintenance, patching and operation of end user applications including, but not limited to, the Company email system, user account creation, custom application user administration, software patching, new user accounts and PC set-ups.
• Maintains records, logs and reports of end-user assistance and troubleshooting requests.
• Provides hands-on training, training materials, and documentation for IT applications and/or equipment to employees, when necessary.
• Takes ownership of specific application(s) and system(s) areas, as assigned.
• Maintains diagrams and other documents regarding the application(s) or system(s) functionality and stores those documents in shared departmental repositories.
• Works with Department leaders to gain an understanding of the business need for changes, modifications or new systems to be implemented.
• Maintains confidentiality with regard to the information being processed, stored, or accessed.
• Provides weekly reports regarding workload, open projects, and issues.
• Responsible for upholding network security measures set by Company policies.
• Maintains a knowledge of remote access products.
• Studies and learns new skills with Company support to grow understanding and capabilities.
• May assist IT personnel in other locations with resolving end user issues.
• Performs other duties as assigned.

Required Education, Experience and Skills:

• High school diploma or GED equivalency is required.
• A minimum of 1 + year of experience in a similar position is required.
• Proficiency in Microsoft Office (Word, Excel, Outlook) is required.
• Must possess technical skills or certifications in relevant systems or areas, including working knowledge of the internet, networking, and remote access technologies.
• Must have demonstrated professionalism and a commitment to customer service.
• Must have the ability to adjust communication styles according to the audience.
• Must have the ability to handle multiple projects under tight deadlines, while maintaining a realistic balance among priorities.
• Must demonstrate a high degree of attention to quality, details, and correctness.
• Must have the ability to read, write, speak, understand, and communicate in English sufficiently to perform the duties of this position.

Physical Requirements and Working Conditions:

• Must have the ability to lift and/or move up to 20 lbs.
• Must be able to crawl under a desk/table, crouch, bend, and reach with hands and arms.
• Must have the ability to work at a computer for extensive periods of time.
• Must have the ability to read (both paper and computer screen) for extensive periods of time.
• Must have the ability to listen to and speak with internal and external parties on the telephone for extended periods of time.
• Must have sufficient hand, arm, and finger dexterity to operate a computer keyboard and other Company equipment.

Location: Wheat Ridge, CO (in-office)

Schedule: Normal hours are Monday through Friday, 40 hours or more per week.

Salary: $23.65/hour ($49,200/year)

Travel: Up to 5% travel to other office locations, as requested

Benefits:

For US based candidates, we offer a competitive total compensation packet, including:

• Comprehensive Health, Dental, and Vision Insurance
  • 100% Employer Paid Options Currently Available
• Optional Health and Flexible Savings Accounts
• 100% Employer Paid Life and Disability Insurances
• 20 Days Paid Time Off (Per Year)
• 401K Savings Plan with 100% match up to 3% of your gross annual salary
• Annual Discretionary Bonus
• Anniversary Reward Bonus
• Educational Assistance Program (after 12 months of employment)
• Mental Health Benefits through our Employee Assistance Program

Gaming Laboratories International (GLI) is a gaming services company. Any of our employees may be required to obtain a gaming license within one or all of the gaming jurisdictions. If you are requested by GLI to obtain a gaming license, your continued employment may be contingent on your ability to obtain that gaming license.

This job description should not be interpreted as all-inclusive; it is intended to identify the major responsibilities and requirements of the job. The incumbent may be requested to perform other job-related tasks and responsibilities than those stated above.

GLI is an Equal Opportunity Employer