Service Desk Specialist

The Service Desk Specialist is a member of the Client Services Team within the Information Technology Services Division (ITS) of the Massachusetts Gaming Commission (MGC). The Service Desk Specialist is primarily responsible for providing end users within the Commission with Tier 1 and Tier II telephone, email, and in-person technical support and exceptional customer service to resolve issues and restore service.

Duties and responsibilities include, but are not limited to, the following:

* Respond to, research, and resolve questions received via telephone, email, and voicemail in a timely and professional manner.

* Record all inquiries or tickets in ITS Service Desk software according to established standards.

* Provide accurate and creative solutions to more complex customer problems to ensure customer productivity and satisfaction.

* Provide Tier I and Tier II support to end users for PC hardware, MS Windows, Software, Active Directory, O365, and basic networking troubleshooting.

* Install and update computer application software as needed.

* Set up, configure, and troubleshoot notebooks.

* Assist, maintain inventory of and move/transport notebooks, projectors, desktops, mobile devices, and other equipment according to standard operating processes.

* Perform daily callbacks to customers for any problems not resolved upon initial contact; escalate calls to the next technical or management level, as necessary.

* Assist in developing procedures and documentation for the ServiceDesk.

* Assist other departments and locations with technology-based issues as needed.

* Acquire and maintain current knowledge of relevant MGC products, services, and support policies to provide technically accurate solutions to end users.

* Maintain up-to-date knowledge of new and upcoming computing technologies and practices.

* Enhance and develop quality support methods and communication skills through coaching feedback, peer assistance, training, and other developmental approaches.

* Attend meetings and seminars to support the overall direction of the ITS office

* Participate in team projects that enhance the quality or efficiency of the ITS Support Team.

Experience, Education, and Training:

* High School Diploma/GED with one to two years full time or equivalent part time experience in Information Technology.

* Proficiency with MS Windows and MS Office 365

* Working knowledge of Windows-based operating systems, hardware, and O365

Required Skills & Abilities:

* Highly self-motivated and self-directed.

* Keen attention to detail, organization, and quality of work-product.

* Aptitude for learning new skills.

* Good "people" skills and the ability to work collaboratively with internal and external groups in a team environment to improve overall customer service and support.

* Ability to establish and maintain effective working relationships with internal and external customers.

* Ability to work independently on concurrent projects, prioritize existing projects, and proactively determine areas requiring additional attention, monitoring, or maintenance.

* Strong analytical and problem-solving skills; ability to think and act quickly to solve issues.

* Experience utilizing tools and research abilities to resolve technical issues.

* Good verbal and written communication skills and the ability to understand and follow sometimes-complex oral and written instruction.

* Ability to explain technology to nontechnical staff, managers and directors.

* Maintain up-to-date knowledge of emerging technologies and practices.

* Ability to understand the laws, rules, regulations, policies, procedures, standards, and guidelines governing MGC activities.

* Valid driver's license and access to a vehicle.

* Ability to lift up to 50 lbs.

A successful candidate for this position has passed an extensive background check conducted by the Massachusetts State Police. The background check includes a full credit check, CORI (Criminal Offender Record Information), fingerprinting, drug test, reference checks, review of IRS Income Tax Transcripts for the last four years, and a Certificate of Good Standing from the Massachusetts Dept. of Revenue (DOR).

The Massachusetts Gaming Commission is responsible for the implementation of the expanded gaming law (Chapter 194 of the Acts of 2011) and regulatory oversight of G.L. chapter 23K (casino gaming), chapter 23N (sports wagering), and chapter 128A (horse racing). Under these laws, the Commission is tasked with establishing a regulatory framework for the solicitation, licensing, taxation, and oversight of a maximum of three casino licenses and one slots parlor only license, the provision of in-person and digital sports wagering, and the live and simulcasting of horse racing in Massachusetts.

It is the policy of the Massachusetts Gaming Commission and the Commonwealth of Massachusetts to afford equal employment opportunities to all qualified individuals, without regard to their race, color, ancestry, religion, sex, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, gender identity or expression, or any other characteristic or status that is protected by federal, state, or local law.