Help Desk Support

Intralot, Inc . is engaged in the supply of integrated gaming and transaction processing systems, innovative game content and value added services to state licensed gaming organizations. Based on its extensive know how, advanced product development standards and substantial experience in operating lottery games, Intralot, Inc. offers custom-made integrated solutions, which ensure maximum efficiency and absolute security.Intralot offers a competitive benefits package that includes:Medical, Dental & Vision Insurance6% 401k MatchPaid Holidays & VacationPaid Sick, Short/Long Term DisabilityEmployee Assistance ProgramMaternity/Paternity LeaveDiscount ProgramsEducation, Training and ExperienceBachelor's degree in computer science, Information Technology or related field or equivalent combination of training and experience1-3 years experience as a helpdesk support technicianUnder direct supervision of the Information Technology Manager, performs the following duties and responsibilities:Respond to requests for technical assistance in person, via phone, chat, or emailDiagnose and resolve technical hardware and software issuesResearch questions using available information resourcesAdvise user on appropriate actionFollow standard help desk proceduresLog all help desk interactionsAdminister help desk softwareFollow up with customers and users to ensure complete resolution of issuesRedirect problems to correct resourceIdentify and escalate situations requiring urgent attentionTrack and route problems and requests and document resolutionsInform management of recurring problemsStay current with system information, changes, and updatesHelp update training manuals for new and revised software and hardwareTrain computer users as necessaryClean up computersParticipant in rotating on-call scheduleKnowledge, Skills and AbilitiesExperience using Helpdesk Ticking Systems (Jira preferred)Knowledge of networking, backup and data communication systems and proceduresStrong analytic, troubleshooting skillsStrong verbal and written communication skillsAbility to understand Intralot software and hardware applications as applied to the Helpdesk positionKnowledge of and experience with the technologies and systems used by the company, with particular emphasis on Microsoft Operating Systems and softwareExperience using MS 365 is a plusExperience imaging computers, using remote accessExperience managing 1st level supportAbility to work in a team environment with multiple projects and priorities.Employment Eligibility VerificationMust possess valid documentation to establish identity and U.S. employment eligibility.Security RequirementsSubmission to, and ability to pass, a thorough pre-employment background check by the required State Lottery and Intralot USA is a requirement of employment. A pre-employment drug screening is also a requirement.Intralot is a Equal Opportunity Employer