It Helpdesk Support Specialist

POSITION SUMMARY

The IT Helpdesk Support Specialist I will assist with troubleshooting and maintaining computers, printers, scanners, and related software applications. This position will need excellent problem-solving, communication, interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment. This position primarily supports the Latin America region. Spoken and written fluency in Spanish is required. (NOT REMOTE)

MAIN RESPONSIBILITIES

Provide phone and email support to all internal users, assisting with PC, peripherals, mobile devices, and system software issues in a timely manner.

Troubleshoot problems through to resolution.

Knowledgeable in the field of IT to solve basic to moderate IT issues without additional assistance from other team members while also providing a high level of customer service at all times.

Install, repair and service computers and associated equipment. Maintain accurate records of IT assets including specifications, serial numbers, licensing (non-departmental), service histories, warranties, and allocation.

Ensure IT policies are adhered to, including access to and usage of resources.

Coordinate and supervise contractors/vendors onsite jobs

Aid in testing new equipment, software, and systems

Demonstrate sound knowledge of the following:

• Windows OS and other windows applications, including networking experience
• PC hardware and software knowledge. (e.g., Microsoft)
• Microsoft Office 365
• VM Environment (an advantage)
• Enterprise Endpoint Security (an advantage)

JOB REQUIREMENTS:

Knowledge & Skills

Minimum of 1 year in troubleshooting and break/fix of PC and IT infrastructure.

Minimum of 1 year in technical documentation or knowledge share.

Minimum of 1 year in customer service role within an IT support team.

Working knowledge of Windows 10, Active Directory (AD), and desktop technologies.

User-level knowledge of MS Office Applications.

Excellent written and verbal communication skills in English and Spanish.

Excellent hands-on and problem-solving abilities.

Self-starter, dependable, and completing tasks with accuracy and attention to detail.

Familiarity with ITIL or IT resolution methodology.

Must respect and follow internal IT Policy and Procedures.

Bachelor/Associates degree in IT field, preferred.

IT related certification CompTIA A+, Network+, Security+, ITIL, or MCP, preferred.

Other Requirements

The successful candidate must be able to obtain and maintain jurisdictional gaming licenses, as required.

Position is onsite full-time.

Travel outside of US travel is required.

20% travel is required.