Who We Are…Wherever there is legalized gambling, jurisdictions have a set of regulations by which manufacturers and operators must adhere to. Any game or system which is released to the public must be able to show that it conforms to the required regulations. To do this, the system must be tested by an independent testing facility. This is where we come in. Since 1989, Gaming Laboratories International (GLI) has been 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 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. What You Will Accomplish Here…As a Global IT Support Senior, Team Lead you will have the opportunity to be part of the Global Service Desk support operations in the Las Vegas, NV office while providing end users with over-the-top customer service to maximize productivity. In this role, you will serve as a team lead for one of our regions. In addition to mentoring and coaching the Global Service Desk team, you will be responsible for troubleshooting issues and providing users with support and self-service knowledge on all applications, including desktop and laptop systems, connectivity issues, voice issues, software, and video conferencing applications. You will also collaborate with peers to complete helpdesk tickets, emails, and phone calls to ensure timely responses to all users. The Global IT Support staff within the Global Service Desk team are responsible for ensuring that courteous and professional IT end user support is delivered to all employees and clients, assisting other offices, and working on global projects. The Global Service Desk provides ticket triage on all IT tickets, serves as the front line of the IT department, and is responsible for all end user desktop software and hardware, with a commitment to excellent customer service. Oversees a team of Global IT Support Specialists in multiple offices.Oversees the functionality of the computer support processes, providing guidance and instruction, as needed.Responds to all issues in the IT ticket tracking system in a timely fashion and with appropriate documentation.Assists users in connecting to Company resources, both internal and external.Corrects end user issues and escalates 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 the Global Service Desk management regarding workload, open projects, and issues.Responsible for upholding network security measures set by Company policies.Studies and learns new skills with Company support to grow understanding and capabilities.Acts as a main point of contact for support issues, including troubleshooting non-routine or escalated concerns.Receives, configures, and deploys new desktops and laptops to end users and fix hardware issues.Assists users in remote diagnostics to determine the cause of hardware failure.Sets up and trains users in the use of video conferencing equipment.Monitors supply inventory, re-ordering supplies as necessary.Performs asset management duties for all IT equipment.Performs other duties, as assigned. Required Skills:Must possess relevant technical skills/certifications in the systems or areas specified.Must demonstrate working knowledge of Microsoft Office software including but not limited to Word, Excel, PowerPoint, Outlook, and Teams.Knowledge of all versions of Windows operating systems is required.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 demonstrate a high level of flexibility to support business needs.Must be able to work autonomously with minimal support.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. Physical Requirements and Working Conditions:Must have the ability to lift and/or move up to 20 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. Location: This is an in-person, full-time position based out of our Las Vegas, NV OfficeSchedule: Normal hours are Monday through Friday, 40 hours per week.Salary: Range from $55K-$65K based on experienceTravel: Minimal travel is expected for this position.Benefits:Comprehensive Health, Dental, and Vision InsuranceOptional Health and Flexible Savings Accounts100% Employer Paid Life and Disability Insurance20 Days Paid Time Off (Per Year)401K Savings Plan with 100% match up to 3% of your salaryAnnual Discretionary BonusAnniversary Reward BonusEducational Assistance ProgramAdditional Mental Health Benefits through our Employee Assistance ProgramVoluntary Pet, Accident and Critical Event Insurances GLI is a gaming services company. Any of our employees may be required to obtain a gaming license within one or all of 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 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 EmployerAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.