Intralot, Inc. is engaged in the supply of integrated gaming and transaction processing systems, innovative game content and value added services to state licensed gaming organizations. Based on its extensive know how, advanced product development standards and substantial experience in operating lottery games, Intralot, Inc. offers custom-made integrated solutions, which ensure maximum efficiency and absolute security.

Intralot offers a competitive benefits package that includes:

• Medical, Dental & Vision Insurance
• 6% 401k Match
• Paid Holidays & Vacation
• Paid Sick, Short/Long Term Disability
• Employee Assistance Program
• Maternity/Paternity Leave
• Discount Programs

Education, Training and Experience

• Bachelor's degree in computer science, Information Technology or related field or equivalent combination of training and experience
• 1-3 years experience as a helpdesk support technician

Under direct supervision of the Information Technology Manager, performs the following duties and responsibilities:

• Respond to requests for technical assistance in person, via phone, chat, or email
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Follow up with customers and users to ensure complete resolution of issues
• Redirect problems to correct resource
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Inform management of recurring problems
• Stay current with system information, changes, and updates
• Help update training manuals for new and revised software and hardware
• Train computer users as necessary
• Clean up computers
• Participant in rotating on-call schedule

Knowledge, Skills and Abilities

• Experience using Helpdesk Ticking Systems (Jira preferred)
• Knowledge of networking, backup and data communication systems and procedures
• Strong analytic, troubleshooting skills
• Strong verbal and written communication skills
• Ability to understand Intralot software and hardware applications as applied to the Helpdesk position
• Knowledge of and experience with the technologies and systems used by the company, with particular emphasis on Microsoft Operating Systems and software
• Experience using MS 365 is a plus
• Experience imaging computers, using remote access
• Experience managing 1st level support
• Ability to work in a team environment with multiple projects and priorities.

Employment Eligibility Verification

Must possess valid documentation to establish identity and U.S. employment eligibility.

Security Requirements

Submission to, and ability to pass, a thorough pre-employment background check by the required State Lottery and Intralot USA is a requirement of employment. A pre-employment drug screening is also a requirement.

Intralot is a Equal Opportunity Employer