Systems & Support Specialist - Gaming

Systems and Support Specialist

The Systems and Support Specialist is responsible for providing technical support, troubleshooting, and maintenance for the organization’s IT systems, hardware, and software. This role ensures that end users receive prompt and effective assistance and that systems operate efficiently and securely. The Specialist works closely with the IT team, system administrators, and departmental staff to support day‑to‑day operations and contribute to broader IT projects and initiatives.

• Provide first- and second-level support for desktops, laptops, mobile devices, printers, and peripheral equipment.
• Troubleshoot and resolve issues related to operating systems, software applications, and network connectivity.
• Respond to help‑desk requests via ticketing system, phone, or email in a timely and professional manner.
• Set up and configure new hardware and software for end users, including imaging and user account setup.
• Maintain, monitor, and update system configurations, security settings, and antivirus tools.
• Escalate complex issues to senior IT staff or vendors when appropriate.
• Assist with user account management, password resets, access permissions, and system updates.
• Maintain accurate documentation of support activities, system changes, and configurations.
• Provide technical support for meetings, AV equipment, and video conferencing platforms.
• Assist in the implementation of IT projects, including hardware upgrades, software rollouts, and migrations.
• Support data backup and recovery procedures and ensure compliance with IT security policies.
• Maintain inventory of IT assets and assist with lifecycle management and equipment tracking.
• Train users in basic system functions, software applications, and security practices.
• Perform other duties as assigned by the Systems and Support Manager or IT leadership.

This position does not include direct supervisory responsibilities but may assist in guiding or mentoring junior support staff or interns as needed.

• Associate’s degree in information technology, Computer Science, or a related field required; bachelor's degree preferred.
• 2+ years of experience in technical support or systems support roles.
• Strong knowledge of Windows and/or macOS environments, Microsoft Office 365, and common desktop applications.
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience supporting and troubleshooting hardware such as desktops, laptops, printers, and mobile devices.
• Strong analytical and problem‑solving skills.
• Excellent customer service and communication skills.
• Ability to work independently and manage multiple tasks and priorities.
• Experience with help‑desk or ticketing systems (e.g., Zendesk, Fresh service, Jira) preferred.
• Knowledge of cybersecurity practices and data privacy standards.
• Willingness to learn and adapt to new technologies.

• Relevant IT certifications preferred (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, ITIL Foundation).
• Must be able to obtain and maintain all required licenses and work cards as mandated by local and state regulatory agencies, if applicable.

Must be able to communicate clearly and effectively in English, both verbally and in writing. Ability to explain technical concepts in a user‑friendly manner.

Must be able to identify, analyze, and solve technical problems efficiently. Ability to prioritize support requests and respond appropriately to urgent issues.

• Primarily office‑based with frequent interaction with end users across the organization.
• May involve occasional travel to remote sites or off‑site locations.
• Fast‑paced, team‑oriented environment requiring multitasking and adaptability.
• May require after‑hours or weekend work for system maintenance or emergency situations.

• Ability to sit or stand for extended periods while working on computers or performing installations.
• Must be able to lift and move equipment such as monitors, computers, and network devices (up to 50 lbs.).
• Manual dexterity to work with tools, cables, and small components.
• Visual acuity required to inspect and troubleshoot hardware and review documents.

• Associate

• Full‑time

• Customer Service, Information Technology, and Other

• Retail, Gasoline, Gambling Facilities and Casinos, Food and Beverage Services

• Medical insurance
• Vision insurance