Specialist IT Support II

Responsibilities Provide frontline technical support to internal customers, including hardware troubleshooting, maintenance, and issue resolution. Maintain user account integrity and workstation security standards in compliance with external audit requirements (SOX, PCI, SOC 2) and internal company controls. Coordinate with cross‑functional teams to facilitate employee onboarding and offboarding activities, ensuring timely access provisioning and equipment management. Utilize enterprise technologies to image, configure, deploy, manage, and track employee workstations throughout the organization. Maintain and continuously improve the IT knowledge base by creating new documentation, updating existing content, and archiving outdated materials. Analyze support ticket and service request trends to identify recurring issues and broader environmental concerns, escalating findings to management as appropriate. Collaborate with employees and third‑party vendors to provide advanced technical support and issue resolution. Participate in an on‑call support rotation to assist internal customers outside of regular business hours. Manage the physical inventory and location of employee technology assets, including support for major office and facility relocations. Maintain local conference room technology, configurations, and provide emergency support when required. Partner with cross‑functional teams on information technology and infrastructure initiatives and projects. Process and manage IT‑related purchase requests in accordance with company procedures. Plan, coordinate, and provide IT support for both internal company events and customer‑facing events. Perform other duties and responsibilities as assigned. Qualifications Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field required; equivalent combination of education and relevant work experience will be considered. 2–5 years of experience in an IT support or technical support role within a fast‑paced environment. Experience providing technical support to both on‑site and remote users. Proven ability to work independently, prioritize tasks, and apply strong analytical and problem‑solving skills. Excellent verbal and written communication skills, with the ability to explain technical concepts to non‑technical audiences. Strong customer service orientation with experience resolving user issues through phone, remote, and in‑person support. Technical Skills & Knowledge Advanced troubleshooting skills with Microsoft Office applications and other business software. Strong knowledge of Windows operating systems and desktop computing environments. Experience diagnosing and resolving hardware, software, and system‑related issues. Ability to quickly learn, retain, and apply new technical concepts and technologies. Demonstrated capability to adapt to evolving technologies and implement new processes and best practices. Working knowledge of Windows Command Line Interface (CLI) tools and their use in troubleshooting, system administration, and support activities. Preferred Competencies Strong attention to detail and commitment to delivering high‑quality customer support. Ability to manage multiple priorities while maintaining responsiveness and professionalism. Collaborative team player with a proactive approach to identifying and resolving technical issues. Additional Requirements This is a full‑time position requiring 40+ hours per week. Flexibility to work overtime, including evenings, weekends, and holidays, is required based on business needs. Physical & Mental Requirements Must be comfortable working for extended periods in a cubicle or workspace with limited space. Must be able to remain seated at a computer terminal for extended periods of time. Requires frequent and repetitive use of a keyboard, mouse, and telephone. Must be able to work at the assigned location to support direct communication and interaction with team members, management, and others as needed, unless traveling for a business‑related purpose. Requires bending, reaching, twisting, squatting, and occasional lifting of up to 30 pounds. Must be able to work effectively and efficiently in a fast‑paced, dynamic environment while maintaining high standards of accuracy, attention to detail, and meeting assigned deadlines. Must demonstrate high integrity, trustworthiness, and strict confidentiality. Must maintain excellent communication, professionalism, and a positive, respectful attitude when interacting with customers, employees, peers, co‑workers, all levels of management, and external organizations conducting business with or otherwise interacting with IGT. Must be able to adapt to a work environment where processes, performance standards, goals, and budget requirements may change in response to evolving business needs. Must maintain a professional and courteous demeanor when working with angry, impolite, or irrational customers and employees. Must possess the ability to professionally and diplomatically mediate conflict. Must be able to balance competing priorities and make sound decisions both within and outside established policies. Must demonstrate the ability to work independently while adhering to and enforcing all departmental and company policies and procedures. Keys to Success Building collaborative relationships Decision making Drive results Foster innovation Personal energy Self‑leadership Equal Opportunity Employment IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve and to fostering an inclusive environment where all employees feel valued, respected, and engaged. IGT is an equal opportunity employer and provides equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. Compensation and Benefits At IGT, we consider a wide range of factors in determining compensation, including skills, experience, education, and geographic location. These factors may result in variation in starting pay. The estimated starting compensation range for this role is $58,380 – $108,600 USD, based on a good‑faith assessment at the time of posting. Actual compensation may vary. IGT complies with all applicable pay transparency and compensation laws and collective bargaining agreements, where applicable. Base pay is one component of IGT’s total rewards program. Depending on the role, employees may be eligible for bonus or commission opportunities. IGT also offers a comprehensive benefits package, which may include a 401(k) savings plan with company contributions, medical, dental, and vision insurance, life and disability coverage, paid time off, tuition reimbursement, and other wellness programs, subject to eligibility requirements. #J-18808-Ljbffr IGT