IT Helpdesk Support Technician

Under general supervision, provide technical software, hardware and network problem resolution to all computer users, local and remote; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist System/Network Engineers as needed; troubleshoot network printer problems; escalate more complex end-user problems on to higher level support as needed; conduct hardware and software inventory maintenance and reporting; contacts third-party vendors for warranty service and repair; and performs related work as required.

What you'll be doing:

• Identifies, diagnose, and resolves Level One problems for local and remote end-users.
• Provides one-on-one end-user problem resolution for approved software.
• Delivers, asset tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals.
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and local-area network access problems, with assistance of Network Engineers as required.
• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
• Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
• Helps install local area network cabling systems and equipment such as network interface cards and switches.
• Assists IT Team in creating documentation materials for end-users frequently asked questions (FAQs).
• Configure approved end-user mobile devices for connectivity to system and troubleshoot basic communication issues.
• Friendly, professional and helpful attitude. Ability to work well with others in a professional environment.
• Ability to work in a fast-paced environment and prioritize effectively to meet the ever-changing needs of the users and the company.
• Ability to work with little or no supervision and be proactive in all situations.
• Understanding of VOIP desk phones, smartphones, mobile hotspots and all other telecommunications devices and equipment.
• Must have a strong desire to learn and keep abreast of new and emerging technologies.
• Provide basic support for all IT related hardware, peripherals, copiers and network access.
• Provide user level support for Pronto related issues and escalations, as necessary.
• Other duties as assigned by immediate supervisor.
• Employees are responsible for maintaining a safe work environment and following all safety rules and regulations.
• Performs other related duties as assigned.

• High School GED.
• One year college level course work and CompTIA A+, Microsoft 365 Certified: Fundamentals, or equivalent.
• 2 years' experience in one or more of the following areas is desired: IT help desk, gaming company technical support, or casino technical support.
• Technical skills in the areas of networking, computer operation, hardware, software troubleshooting, and PC troubleshooting are also helpful.
• Basic understanding of Microsoft Office products.
• A strong desire to learn and keep abreast of new and emerging technologies and understanding of how to apply these effectively to the work environment is highly desired.
• Ability to communicate professionally and efficiently, both verbal and written with all levels of the business.
• Must be able to obtain and maintain Gaming licensure(s).
• Knowledge of: Desktop operating systems, various software applications and basic hardware for PC's; principles and theories of network systems; internet technologies and products; Help Desk ticketing systems; Gaming Industry experience.

Work Environment:

• Full-time / 40+ hours per week. Must be flexible to work overtime, including nights, weekends, and holidays as required.
• Must be comfortable working in an area with limited working space for long hours with the ability to remain seated at computer terminal for extended periods of time. Extreme repetitive motion using keyboard, mouse, and telephone. Must be able to work at assigned location to enable direct communications and interactions with team members, management, and others as necessary, unless traveling for a business-related purpose.
• Ability to work effectively and efficiently in a high-stress, fast-paced, and high-pressure environment while maintaining high standards of accuracy, paying attention to detail, and meeting assigned deadlines. Demonstrates high integrity, trust, and strict confidentiality. Ability to maintain excellent communication and a positive, respectful, and professional attitude and relationship with clients, employees, peers, co-workers, all levels of management, and all outside organizations conducting business or otherwise interacting with the company. Ability to always act autonomously while adhering to overall department and company policies and procedures.
• Position shall work primarily in a smoke free office environment. The noise level is low to moderate. Position shall maintain a cubicle or office in close proximity to other cubicles and offices.

Pulled from the full job description

• Tuition reimbursement
• Health insurance
• 401(k) matching
• Paid time off
• Paid holidays, Competitive Wages

Great 401(k) plan with company match

Comprehensive health benefits package

Generous Company paid Holidays and Paid Time Off (PTO)

Tuition reimbursement program

Konami Gaming, Inc. entered the US gaming market in the 2000s and we have spent the last two decades moving the industry forward with breakthrough games, head turning cabinets, and a casino management system that brings it all together. Over that time, we have garnered our share of awards and established a corporate culture of success and innovation. A world leader in systems and game development, Konami can offer you the best of both worlds - stability within a dynamic, creative environment. We are excited to announce that Konami Gaming Inc. is growing and expanding into new product lines, including premium and standard games, and new market segments. As we enter a new growth period for the Company, we are expanding our reach to attract top talent in game studio operations, technology and product development.