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IGT Help Desk Technician in Reno, Nevada

Help Desk Technician


Reno, NV, US, 89521

Requisition ID: 4172

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines and Lotteries to Interactive and Social Gaming. With operations in more than 100 countries and a team of over 12,000 employees, we deliver world-class gaming and lottery technology.

Location & Schedule

Work Location: Reno, NV area

Work Schedule:Monday - Friday 12:00am - 8:00am (grave shift)


Provides accurate, timely and creative solutions of moderate to complex nature to ensure client productivity for IGT internal desktop systems software and hardware, network systems, printers, telecommunications, and other related technical equipment

  • Acts as first line of support for end-user issues

  • Performs restorative and maintenance actions remotely to resolve client's problems, using basic troubleshooting and technical skills

  • Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves and configuration changes

  • Maintain accurate information and data regarding client issues within the tracking system and according to policies and standards

  • Analyze and troubleshoot network connectivity and access problems

  • Research, respond to, and resolve trouble ticket and log trouble tickets in tracking database and follow up with customers to keep them informed of the status of tickets, both opened and closed

  • Install and configure desktop/ laptop and workstations in a heterogeneous environment

  • Document IS procedures/information, posts information on the IS website. Maintains HelpDesk Knowledge Base

  • Install software patches, fixes, and drivers to resolve problems

  • Support password and data integrity and file system security for the desktop environment

  • Evaluate customer issues and determine appropriate corrective actions

  • Resolve systems and hardware failures within the scope of provided training

  • Ability to communicate and write clearly to convey complex ideas and instructions to the IGT user community

First Year Goals:

  • Demonstrate knowledge and skills in supporting all IGT internal systems

  • Strong technical understanding of the various hardware and software being supported

  • Willing and able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change

  • Accepts new assignments, challenges, and change in a positive manner

  • Stays focused on critical issues even in the face of constraints and adversity. Performs well under pressure

  • Execute a very high degree of tact and courtesy when interfacing with user community, a customer friendly attitude and the ability to work in a team environment

  • Strives to enhance current capabilities to improve individual performance


  • High School diploma required, or equivalent

  • 1 to 3 years of experience in technical IS and Help Desk support

  • Must have basic knowledge of/skills in computers and operating systems technologies, Microsoft applications and how they impact users

  • Remote location analytical and problem-solving skills

  • Excellent communication skills, phone, and customer service etiquette in resolving user’s problems is required.

  • Must be able to lift 50 lbs. regularly

  • Must be able to work overtime as needed

Keys to Success

• Building collaborative relationships• Decision making• Drive results• Foster innovation• Personal energy• Self-leadership


In addition to a competitive benefits package, we offer generous time-off plans, a 401(k) Savings Plan with Company contributions, tuition reimbursement, on-site fitness center and cafeteria, and free identity theft insurance to name a few.

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

IGT (NYSE: IGT) is the global leader in gaming. For more information, please visitwww.igt.com.