IT Desktop Support Tech I
IT Desktop Support Tech I
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Job Description
Corporate:
Light & Wonders corporate team iscomprisedof incredibletalent thatworks across the enterprise defying boundaries to provide essential services in an extraordinary manner to ensure the success of the organization and the well-being of employees.
Position Summary
Reporting to the IT Desktop Manager the IT Desktop Support Technician investigates diagnoses and resolves most incidents that are not resolved by the Helpdesk Technician. This individual assists the Helpdesk Technician solve basic technical problems and investigates more complex issues escalated to him/her. The IT Desktop Support Technician performs high level local desktop support for onsite personnel as well as remote support using remote control tools. This individual relies on experience and judgment as well as pre-established processes and procedures to identify research and resolve technical issues. The IT Desktop Support Technician documents tracks and monitors issues escalated to him/her to ensure a timely resolution. They coordinate with management IT personnel and vendors as required to address issues related to existing IT systems and implementations of new IT technologies. This individual will collaborate with peers to discuss and identify solutions.
Essential Job Functions:
Performs onsite installation or replacement of various hardware and software components.
Performs diagnostic testing and analyzes test results in order to resolve the issue.
Troubleshoot and resolve trouble tickets related to technical difficulties with hardware software and the network.
Triage Tier 2 and Tier 3 trouble tickets.
Resolves desktop application networking and connectivity issues.
Collaborate with development staff to recreate issues in the test environment.
Verify with the customer that the issue has been resolved and update the ticketing system.
Interface with infrastructure database and development personnel.
Communicate the plan progress and issues in a timely manner.
Initiates escalation as appropriate to ensure management awareness
Actively contributes to ongoing process improvement.
Determines root cause of problems and identifies workarounds or permanent fixes.
Ensures workarounds and permanent fixes are documented and communicated to Help Desk Specialists.
Escalates issues to Tier 2 support when the issue exceeds their skill set.
Serves as Subject Matter Expert (SME) for IT desktop support.
Actively participates in end user and Service Desk Analyst training by providing materials conducting training or attending training in the role of SME.
Maintains IT equipment and supply inventories to ensure critical parts and supplies are in place to maintain systems with limited downtime.
Administers updates and troubleshoots corporate telephony system.
Contributes to documentation and Knowledge Base articles and reviews/updates on regular basis.
Occasional travel may be required.
Performs other related duties as assigned.
Qualifications
Education:
- Associate degree in computer science or related field desired.
Required Experience
- 3-5 years of experience in an IT technical support position preferably in a manufacturing or gaming environment.
Knowledge Skills & Abilities:
- Demonstrated experience installing and supporting PCs laptops printers and telecommunication equipment.
- Demonstrated experience installing and supporting MacOS Windows 10/11 Office 2019 Office365 and other desktop related applications.
- Knowledge of Oracle EBS systems and applications.
- Knowledge of network and server administration and troubleshooting a plus.
- Knowledge of IT technologies such as VMWare and Parallels.
- Outstanding customer service skills.
- Proven ability to keep up to date with the latest IT technologies.
- Well-developed communication skills oral written and listening.
- Must have excellent interpersonal and motivation skills.
- Ability to work independently and in a dynamic environment.
- Strong organizational skills and ability to prioritize
- Ability to complete multiple simultaneous projects in a timely manner.
Physical Requirements:
- This position operates in a professional office environment. This role routinely uses standard office equipment such as computers phones photocopiers filing cabinets and fax machines.
- The employee will be occasionally required to bend stoop kneel crouch crawl (e.g. standing walking climbing pushing pulling lifting etc.) This includes sitting for long periods of time.
- Transporting of light to moderately heavy objects. Dexterity of hands and fingers to operate a computer keyboard mouse power tools and to handle other computer peripherals.
- The employee may be occasionally tasked to lift and move a minimum of 10 pounds up to 50 pounds of equipment.
Work Conditions:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Light & Wonder and its affiliates (collectively L&W) are engaged in highly regulated gaming and lottery businesses. As a result certain L&W employees may among other things be required to obtain a gaming or other license(s) undergo background investigations or security checks or meet certain standards dictated by law regulation or contracts. In order to ensure L&W complies with its regulatory and contractual commitments as a condition to hiring and continuing to employ its employees L&W requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with L&W (to the extent permitted by law) you shall be asked to consent to L&W conducting a due diligence/background investigation on you.
This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.
Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race color sex age national origin religion sexual orientation gender identity status as a veteran and basis of disability or any other federal state or local protected class. If youd like more information about your equal employment opportunity rights as an applicant under the law please click here for EEOC Poster.
Employment Type
Full-Time
