Overview

The Field Service Technician 1 performs entry-level break/fix service, routine preventative maintenance, and installation support on lottery and gaming equipment under close guidance from senior Field Service Technicians (FSTs). The role involves learning to interpret technical documentation and diagrams to confirm correct equipment setup and following established protocols to resolve common functionality issues.

This individual contributor develops a foundational understanding of IGT service protocols and product basics while working closely with experienced technicians. Work focuses on individual machines and customer sites, with quality reviewed by senior FSTs. The technician communicates primarily with customers through email and chat, participates in team meetings, and escalates uncommon or ambiguous issues to more experienced technicians.

Responsibilities

• Communicate with customers using indirect channels (e.g., email, chat) to gather basic service-need details, and follow established protocols to determine cause of failure for common functionality issues, with close guidance from senior FSTs.
• Review assigned technical documentation and interpret manuals and diagrams to confirm equipment, software, and peripherals have been installed correctly, working alongside seasoned FSTs to connect machines to the proper system.
• Use assigned diagnostic tools to conduct basic testing and troubleshoot unambiguous functional machine issues (e.g., power/monitor connections), escalating uncommon issues to seasoned FSTs.
• Visually inspect equipment for signs of damage or wear, and disassemble/reassemble machines per preventative maintenance (PM) protocols to complete routine PM work (e.g., paper fills, bill/paper jams).
• Repair or replace peripherals and hardware parts on machines covered under warranty or service contracts, and review product verification data to confirm resolution with the on-site FST.
• Create tickets for basic Lottery service issues and gather the communication, pictures, and part numbers needed to complete them, following the documented process.
• Follow written protocol to complete assigned administrative duties under guidance (time sheets, service work orders, expense reports, Field Change Orders, PM/installation documents) within established timeframes.
• Document parts shipped to sites/storage and stock the fleet vehicle with supplies; follow close guidance to record serial numbers and repair tags for damaged or replaced components.

Qualifications

• Minimum education: High school diploma or GED.
• Preferred education and experience: High school diploma or GED and one year of work experience in electronics, technical repair, electronic equipment maintenance, or a related field; or a technical degree in Electronics or Electrical Engineering.
• Additional preferred experience: One (1) year of experience in hardware, software, or PC repair. Six (6) months of experience working with gaming machines.
• Licenses and driving record: Must possess a valid driver's license within service area. Candidates must have a clean Motor Vehicle Record (MVR) with no more than 3 moving violations within a 3-year period. Ability to obtain a technician's license for all jurisdictions covered in service region.
• Physical requirements: Must be able to climb a ladder, lift and carry equipment weighing up to fifty (50) pounds for a significant distance (e.g., from a parked vehicle to a point within the Retailer's location or to the rooftop of the retailer's location). Must be able to sit and drive for prolonged periods of time, demonstrate dexterity when working with tools, and work with moving parts and electrical current. May work at heights (rooftop) for installation of equipment, work in close quarters, and/or be exposed to inclement weather during some installations.

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve and to fostering an inclusive environment where all employees feel valued, respected, and engaged. IGT is an equal opportunity employer and provides equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We thank all applicants for their for applying; however, only those selected to interview will be contacted.

Base pay is one component of IGT’s total rewards program. Depending on the role, employees may be eligible for bonus or commission opportunities. IGT also offers a comprehensive benefits package, which may include a 401(k) savings plan with company contributions, medical, dental, and vision insurance, life and disability coverage, paid time off, tuition reimbursement, and other wellness programs, subject to eligibility requirements.

IGT is the global leader in gaming. For more information, please visit www.igt.com.