General Summary
The IT Support Specialist provides on site, first-line technical support for all end-user hardware, software, and network systems within the company’s centralized IT infrastructure, which is located in Germany. This position serves as the local point of contact for troubleshooting, issue resolution, and user assistance related to the IT environment. The role is critical in maintaining system uptime, supporting operational efficiency, and ensuring a consistent and seamless user experience across all departments. The IT Support Specialist works closely with the central IT team to implement corporate standards, support system rollouts, and communicate local needs and incidents that may impact the broader infrastructure.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Serve as the first point of contact and onsite support for all IT related incidents and service requests.
- Install, configure, and support hardware (laptops, workstations, printers, iPhones and iPads, etc.) and Windows and macOSbased operating systems.
- Install, configure, and maintain enduser systems and authorized software applications, including user account set up, password resets, and access requests in accordance with company’s IT security protocols.
- Process and document ITILbased operational and support procedures, including structural problem solving, error analysis, and resolution of technical issues in the client environment.
- Contribute to the creation and maintenance of IT documentation, including procedures, FAQs, and troubleshooting guides.
- Maintain and track local IT asset inventory; assist with procurement, deployment, and replacement logistics in coordination with the global IT function.
- Act as the primary liaison and partner between U.S based users and the central IT team in Germany, providing onsite support for troubleshooting, system updates, and the escalation of complex incidents to ensure timely resolution and alignment with the global IT standards.
- Comply with and ensure compliance of company policies, safety protocols, data security requirements, and all applicable regulatory requirements at all times.
SKILLS KNOWLEDGE AND QUALIFICATIONS
- Strong communication skills with the ability to report issues, concerns, and updates clearly and effectively.
- Overall knowledge of IT infrastructure, including networking, virtualization, client management and cabling.
- Experience using software distribution systems for Windows environments.
- Experience using MDM systems to configure and manage Apple devices (iPhone/iPad).
- Knowledge of common hardware and software (Microsoft client operating systems) as well as Microsoft Office products (cloud and onpremises).
- Strong problem solving skills with a high degree of service awareness, customer orientation, and a friendly and confident presence.
- Ability to work with a high level of accuracy and detail.
- Excellent organizational and time management skills.
EDUCATION/EXPERIENCE
- Associate degree in Information Technology or related field (or equivalent experience).
- 12 years of IT support or helpdesk experience in corporate or multienvironment settings, with emphasis on client management.
LICENSING/REGISTRATION REQUIREMENTS
This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.
OSHA
- Participates in company health and safety programs and complies with all company OSHA policies and procedures.
- Follows all lawful employer safety and health rules.
- Wears and / or uses Personal Protective Equipment, when entering designated areas.
- Report hazardous conditions to management.
- Report any jobrelated injury or illness to management, and seeks treatment promptly.
PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:
Assigned duties are accomplished primarily in an office setting where walking, sitting, bending, reaching, talking, hearing and good vision is required. May be required to lift up to 40 lbs. Must have the ability to climb stairs.
Gaming Arts, LLC. reserves the right to make changes to this job description as necessary.
This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee may be requested to perform other job-related tasks and responsibilities other than those stated above. Gaming Arts; LLC. encourages diversity and is an equal opportunity employer.
