Job Description

Global IT Support I



While providing integrity to the casino and gambling industry for over 35 years, GLI has established an incomparable team of professionals. We are looking for Global IT Support I to support our IT team.



Who We Are...

With over 35 years in the industry, Gaming Laboratories International (GLI) is the global leader in the testing and certification of gaming devices and systems. We are proud of our stability and our history of world-class customer service delivery to more than 480 jurisdictions worldwide.



Why You Should Work Here...

Our employees are at the heart of everything we do, which is why they are our biggest investment. We offer competitive salaries; top-notch benefits and a company culture focused on employee development and career enhancement. Our team members have the opportunity to communicate and collaborate with colleagues around the world.



What You Will Accomplish Here...

The Global IT Support I is responsible for ensuring courteous and professional IT end user support is delivered to all employees and clients in their local office. Higher level Computer Support Specialist's may serve as a lead by coaching or assisting others, as needed. For this role there will be a requirement to travel and support offices throughout Europe.

Essential Functions (Duties & Responsibilities):

This position will effectively support the IT team by focusing on the following:

Responds to all issues in the IT ticket tracking system in a timely fashion with appropriate documentation. Corrects end user issues and reports issues that cannot be corrected in a timely fashion Assists IT personnel in other locations with resolving end user issues Performs hardware installations, maintenance, patching and resolves issues within the LAN/WAN environments and end user device encryption Provides software installation, maintenance, patching and operation of end user applications including, but not limited to, the Company email system, user account creation, custom

application user administration, software patching, new user accounts and PC set-ups

Maintains records, logs and reports of end-user assistance and troubleshooting requests Provides hands on training, training materials and documentation for IT applications and/or equipment to employees, when necessary Takes ownership of specific application(s) and system(s) areas, as assigned Maintains diagrams and other documents regarding the application(s) or system(s) functionality and stores those documents in shared departmental repositories Works with Department leaders to gain an understanding of the business need for changes, modifications or new systems to be implemented Maintains confidentiality with regard to the information being processed, stored or accessed Provides weekly reports to Global Service Desk management regarding workload, open projects and issues Responsible for upholding network security measures set by Company policies Maintains a knowledge of remote access products Studies and learns new skills with company support to grow understanding and capabilities Performs other duties as assigned

Education and Other Credentials:

Bachelor's degree in information technology or a related technical discipline is required. Certification, formal training, education or demonstrated competency be evaluated and considered in lieu of the experience requirements Must have a valid driver's licence

Required Skill/Experience:

A minimum of 2 year of related experience is required; Certification, formal training, education or demonstrated competency be evaluated and considered in lieu of the experience requirements Must possess relevant technical skills/certifications in the systems or area specified by Global Service Desk management Must demonstrate working knowledge of Microsoft Office software including but not limited to Work, Excel, PowerPoint, Outlook and teams. Must have a commitment to excellent customer service Must have a working knowledge of the internet, networking, and remote access technologies Must have the ability to adjust communication styles from business to technical according to the audience Must have the ability to assess a situation quickly and help arrive at the best beneficial resolution Must have the ability to write professional emails, reports and other business documentation Must have the ability to read, write, speak, understand and communicate in English sufficiently to perform the duties of this position Must have the ability to communicate, both orally and in writing, with internal and external parties Must have the ability to handle and organize multiple competing projects and deadlines Must demonstrate a high degree of attention to quality and attention to detail A Global IT Support II must have a minimum of 1 year of experience at GLI and must demonstrate a deep understanding of the work the Company does to serve clients and the tools we use at GLI. Certification, formal training, education or demonstrated competency in a technical discipline may be evaluated and considered in lieu of the experience requirements

Physical Requirements and Working Conditions:

Must have ability to lift and/or move up to 50 lbs Must be able to crawl under a desk/table, crouch, bend, and reach with hands and arms Must have the ability to work at a computer for extensive periods of time Must have the ability to read (both paper and computer screen) for extensive periods of time Must have the ability to listen to and speak with internal and external parties on the telephone for extended periods of time. Must have sufficient hand, arm and finger dexterity to operate a computer keyboard and other Company equipment

Gaming Laboratories International (GLI) is a gaming services company. Any of our employees may be required to obtain a gaming license within one or all the gaming jurisdictions. If you are requested by GLI to obtain a gaming license, your continued employment may be contingent on your ability to obtain that gaming license.



This job description should not be interpreted as all-inclusive; it is intended to identify the major responsibilities and requirements of the job. The incumbent may be requested to perform other job-related tasks and responsibilities than those stated above.



GLI is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.