Desktop Support Specialist

Req number:

Employment type:

Worksite flexibility:

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

We are looking for a Desktop Support Specialist to provide end-user technical support, troubleshoot hardware and software issues, install and maintain desktop systems, and support IT operations in a fast-paced gaming environment. This position will be a contract and onsite in Bethlehem, PA.

Expected Schedule

• Friday: 2:00 PM - 12:00 AM
• Saturday: 2:00 PM - 12:00 AM
• Sunday: 1:00 PM - 11:00 PM
• Monday: 1:00 PM - 11:00 PM

Training Schedule

• Monday through Friday, 9:00 AM - 5:00 PM
• Upon completion of training, employee will transition to the regular schedule listed above

Must be able to qualify for, apply for, and obtain a Pennsylvania Gaming Control Board license.

What You'll Do

• Test new technologies prior to deployment
• Install, configure, and upgrade desktop operating systems, software applications, network connectivity, and peripheral devices
• Troubleshoot and resolve hardware and software issues through debugging, testing, and vendor collaboration
• Analyze system issues and recommend software or hardware modifications to improve performance and reliability
• Maintain virus protection programs and operating system updates
• Diagnose failing system components using testing procedures and diagnostic software
• Research and resolve complex technical issues for end users
• Communicate technical solutions and issue resolutions to IT staff and end users
• Log and track support requests, issues, and resolutions
• Assist in developing and improving support processes, procedures, and call-handling practices
• Provide end-user guidance on productivity software and basic technology functions
• Support departmental projects and initiatives while meeting established deadlines
• Coordinate tasks, assignments, and timelines to achieve departmental objectives
• Develop and maintain knowledge of applicable gaming regulations, internal controls, and company policies
• Support a collaborative work environment focused on customer service, teamwork, and operational excellence

What You'll Need

Required:

• Must be able to qualify for, apply for, and obtain a Pennsylvania Gaming Control Board license
• 3+ years of experience providing desktop, help desk, or technical support services
• Strong troubleshooting skills related to Windows operating systems, desktop hardware, software applications, and network connectivity
• Experience with software installations, system upgrades, and peripheral device support
• Ability to diagnose and resolve complex technical issues independently
• Experience documenting incidents, service requests, and resolutions.
• Strong verbal and written communication skills
• Ability to provide technical guidance and support to non-technical users
• Ability to work the required onsite schedule, including evenings and weekends
• Knowledge of Microsoft Office and standard desktop support tools
• Understanding of virus protection, operating system updates, and endpoint security practices

Preferred:

• Experience supporting gaming, casino, hospitality, or highly regulated environments
• Knowledge of diagnostic and remote support tools
• Previous experience with IT service management processes and ticketing systems
• Familiarity with regulatory compliance requirements and internal control environments

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional movement throughout the facility
• Ability to conduct repetitive tasks on a computer utilizing a mouse, keyboard, and monitor
• Ability to occasionally lift and move desktop equipment and peripherals

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.

EEO Statement

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.