Helpdesk Technician I

Scientific Games:

Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.

Position Summary

The Helpdesk Tech I coordinates, diagnoses and troubleshoots incoming employee calls. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.

Job Duties / Key Accountabilities

• Provide first level support for Service desk request.
• Troubleshoot all problems with a goal of first contact resolution using tools such as Softphone (Virtual Telephone), Manage Engine (Ticketing System), Outlook, Microsoft Teams and Remote Desktop.
• Create, Assign, Track, and Triage helpdesk tickets in the helpdesk system to ensure prompt and satisfactory resolution to all tickets that are created.
• Take on special projects as assigned. Projects may include technical work or documentation, statistical data gathering, metrics reporting and involve the collaboration with internal IT teams to resolve issues. Coordinates with internal customers and information system resources as needed.
• Train and guide users on basic functions such as sending and receiving email, connecting to remote resources and saving and retrieving files from the network.
• Install and support licensed and internal software\hardware.
• Setup\Support Mobile Devices.
• Support VPN clients for our internal users that are working remotely. This includes our userbase that operates in the United States and in other locations internationally.
• Asset track computer hardware and software.
• Assist with Active Directory accounts. This includes new hires, terminations, as well as password changes, unlocking accounts, assigning Organization Units, assigning custom grouping policies plus more.
• Maintain printers/coordinate service repairs.
• Install and support software (i.e. Microsoft applications, Adobe, VPN applications, etc..).
• Repair PC’s, laptops, printers, monitors, etc. 
• Inventory Management for PC supplies, miscellaneous hardware, and internal supplies for techs. Assist in developing both hardware and software standards.
• Participate in rotating overnight On-Call duties
• Performs other related duties as assigned.

Required / Skills / Knowledge

• Desire to continue in certification programs including CCNA, A+, Network+, etc.
• 1-3 years’ experience providing first level support in a help desk environment.
• Must have troubleshooting skills, customer Service skills and able to draw conclusions.
• Capable of managing tasks and objectives with limited supervision.
• Basic understanding of LAN/WAN networks and capable analyzing pc to network connectivity issues (i.e. client/server architecture)
• Able to pay close attention to details.
• Personal skill sets are a must.  Communication with employees and customers are frequent.
• Must be willing and able to travel, work after hours and weekends as required.
• Good technical writing skills.
• Ability to work with others in a team environment.
• Must have excellent interpersonal, verbal and written communication

Qualifications

Education / Years of Related Experience

• High School diploma, Vocational program, college degree preferred in CIS/MIS degree programs if applicable.

• 1-3 years’ experience providing first level support in a help desk environment.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Work Conditions

Scientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses.   As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts.   In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles.  As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.

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

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.