Desktop Support Specialist II

IGT, where innovation meets entertainment on a global scale! From the casino floor to your mobile screen, we deliver thrilling, responsible, and unforgettable gaming experiences -powered by world-class content, strong technical and commercial capabilities and nurtured by a culture of collaboration, accountability, and ownership.

Whether it’s spinning reels, placing bets, or enabling secure payments, we turn innovation into impact through disciplined execution and long-term value creation. With a team of over 6,000 employees across 30+ countries and products delivered in more than 100 jurisdictions worldwide, we operate at scale while staying closely connected to customers we serve. If you’re ready to bring your talent to a team shaping the future of entertainment, your next big move starts here - www.igt.com.

Overview

The IT Support Specialist II provides frontline technical support to internal customers, resolving hardware and software issues and maintaining secure, reliable employee workstations. The role supports onboarding and offboarding, manages IT assets and documentation, and collaborates with internal teams and third-party providers on support requests, infrastructure projects, and company events. It also maintains user account integrity and workstation security in accordance with internal controls and external audit requirements.

Responsibilities

• Provide frontline support to internal customers, including hardware troubleshooting and maintenance.
• Maintain user account integrity and workstation security standards in compliance with external audit controls, including SOX, PCI, and SOC 2, and internal company controls.
• Coordinate with cross-functional teams to facilitate employee onboarding and offboarding.
• Use technology to image, configure, deploy, and track employee workstations across the enterprise.
• Maintain the knowledge base by creating new documents, updating existing documents, and archiving outdated documents.
• Analyze support request trends, identify broader problems within the environment, and escalate issues to management as needed.
• Coordinate with employees and third-party providers to deliver advanced support.
• Participate in an on-call rotation to assist internal customers outside regular business hours.
• Manage the physical location of employee assets and IT inventory, including during major facility relocations.
• Maintain local conference room configurations and provide emergency support.
• Collaborate with cross-functional teams on information technology and infrastructure projects.
• Receive and process purchase requests.
• Plan, coordinate, and provide IT support for company and customer-facing events.
• Perform other related duties as assigned.

Qualifications

Education and Experience

• Bachelor’s degree in Information Technology, Computer Science, or Engineering, or a combination of education and work experience in a related field.
• 2-5 years of experience in an IT support role within a fast-paced environment.
• Demonstrated experience supporting on-site and remote customers.
• Ability to work independently and apply analytical problem-solving skills.
• Excellent communication skills, including the ability to explain technical subjects to nontechnical audiences.
• Ability to resolve users’ problems while demonstrating professional telephone etiquette and customer service.

Technical Skills

• Advanced troubleshooting experience with Microsoft Office applications and other software.
• Advanced proficiency and in-depth knowledge of computer operating systems.
• Ability to absorb and apply technical knowledge.
• Ability to implement knowledge and processes related to new technical developments.
• Ability to understand and use the Windows command-line interface (CLI) to perform job functions.

Core Competencies and Professional Skills

• Communication, analytical thinking, learning agility, service focus, collaboration and teamwork, compliance, adaptability, and accountability.
• Ability to work accurately and efficiently, maintain attention to detail, and meet deadlines in a fast-paced, dynamic environment.
• High integrity, trustworthiness, and strict confidentiality, with a positive, respectful, and professional approach to clients, colleagues, management, and external organizations.
• Ability to adapt to changing processes, performance standards, goals, and budget requirements, balance competing priorities, and make sound decisions.
• Ability to remain professional and courteous when handling challenging customer interactions and to mediate conflict politely and professionally.
• Ability to work autonomously under general direction while adhering to and enforcing department and company policies and procedures.

Travel Work Location and Physical Requirements

• Ability to travel approximately 0-10%, or as business needs require, with valid travel documentation and reliable transportation.
• Ability to work from the assigned location, which may be an Everi office, a home office, or another location based on company needs and approval, and support direct communication and collaboration as required.
• Ability to remain seated at a computer for extended periods in a limited workspace and perform repetitive keyboard, mouse, and telephone tasks.
• Ability to bend, reach, twist, squat, and occasionally lift up to 30 pounds.
• Ability to work in a smoke-free office with low to moderate noise, with potential exposure to smoke and loud noise at customer sites.

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve and to fostering an inclusive environment where all employees feel valued, respected, and engaged. IGT is an equal opportunity employer and provides equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We thank all applicants for their for applying; however, only those selected to interview will be contacted.

Base pay is one component of IGT’s total rewards program. Depending on the role, employees may be eligible for bonus or commission opportunities. IGT also offers a comprehensive benefits package, which may include a 401(k) savings plan with company contributions, medical, dental, and vision insurance, life and disability coverage, paid time off, tuition reimbursement, and other wellness programs, subject to eligibility requirements.

IGT is the global leader in gaming. For more information, please visit www.igt.com.