What are the responsibilities and job description for the Service Desk Associate position at Scientific Games?
Position Summary
This position will provide PC hardware and software support for Scientific Games’ corporate and remote offices. Position includes help desk support by phone, e-mail, remote administration and in person.
Essential Job Functions:
- Provide first level support for Service desk request.
- Troubleshoot all problems with a goal of first contact resolution using tools such as SMS and Remote Desktop.
- Create, Assign and track 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 and metrics reporting. 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\Repair\Support Mobile Devices
- Support VPN clients for both internal and external SGI employees.
- All other duties as assigned.
- Asset track computer hardware and software.
- Assist with Active Directory accounts. This includes new hires, terminations, as well as password changes.
- Maintain printers/coordinate service repairs.
- Install and support software (i.e. Microsoft applications, Epicor, Frx, Cognos, Adobe, ADP, ReflectionX).
- Repair PC’s, laptops, printers, monitors, etc.
- Inventory PC supplies for lab and corporate usage.
- Assist in developing both hardware and software standards.
Qualifications
Qualifications
Education:
- High School diploma, Vocational program, college degree preferred in CIS/MIS degree programs if applicable.
Knowledge, Skills, & Abilities:
- Desire to continue in certification programs including MCSE, CCNA, A , Network , etc.
- 1-3 years experience providing first level support in a help desk environment.
- Must have troubleshooting 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
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
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