IT Desktop Support Analyst
Job Location:
Chicago, IL - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
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 Analyst investigates diagnoses and resolves most incidents that are not resolved bythe Helpdesk Techs and Desktop Tech I & II. The IT Desktop Support Analyst will also assist team members and end users with service tickets ensuring SLAs are met and helps to identify trends while making recommendations for service improvements. This position will also help to create operating procedures and knowledge base content for the Service Desk and IT Desktop teams to leverage as well as assist management with budgetary recommendations and purchasing needs for the department and various business units.
Essential Job Functions:
Performs onsite installation or replacement of various hardware and software components.
Performs diagnostic testing and analyzes test resultsin order toresolve the issue.
Troubleshoot and resolve trouble tickets related to technical difficulties with hardware software and the network.
Resolvesdesktop applicationnetworkingand connectivity issues.
Acts as escalation point for other Tech I and Tech II team members providing training and guidancewhere needed
CreatesSOPs and escalation procedures to ensure proper SLAs are met.
Reviews current SOPS to ensure they are up-to-dateand applicable in todays fast pacedever changingtechnology environment.
Creates training materials to help improve knowledge gapsand to help educate our user base.
Actively contributes to ongoing process improvements byidentifyingareasthat can beoptimizedand streamlined incorporating newer technology as needed.
Determinesroot cause of problems andidentifiesworkarounds or permanent fixes.
Ensures workarounds and permanent fixes are documented and communicated to Help Desk Specialists.
Escalates issues tothe proper teamswhen the issue exceeds their skill set.
Serves as Subject Matter Expert (SME) for ITDesktop support.
Writes automatedscripts to help streamline various desktop duties and application deployments.
Activelyparticipatesin 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 tomaintainsystems with limited downtime.
Administers updates and troubleshoots corporate telephony systemas needed with guidance from Telecom team.
Contributes to documentation and Knowledge Base articles and reviews/updates onregularbasis.
Occasional travel may be.
Performs other related duties as assigned.
Qualifications
Education:
Bachelors Degree Vocational program college degree preferred in CIS/MISdegree programs if applicable or equivalent experience.
Knowledge Skills & Abilities:
Desire to continue in certification programs including MCSE CCNA A Network etc.
5-7 years of experience providing second level support in a help desk environment.
Must have excellent interpersonalverbaland written communication.
Must have strong troubleshooting and analytical skills.
Musthave strong documentation and technical writing skills.
Capable of managing tasks andobjectiveswith limited supervision.
Basic understanding of LAN/WAN networks and capable analyzing pc to network connectivity issues (i.e.client/server architecture)
Able to pay close attention to details.
Personal skill sets are a must.Communication with employees and customersarefrequent.
Must be willing and able to travel work after hours and weekends as.
Abilityto work with others in a team environment isa must.
The targeted pay range for this role is $60000-$68000. The total compensation package for this position may also include applicable incentive compensation such as an annual performance bonus. Actual compensation packages are based on several factors that may include but are not limited to skill set depth of experience specific work geography as well as internal equity and alignment with market data.
Physical Requirements:This positionoperatesin a professional office environment. This role routinely uses standard office equipment such as computers phones photocopiers filingcabinetsand fax machines.
Work Conditions:The Light & Wonder Legal Department requires a minimum of four days per week in the office. Thephysical 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 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 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.
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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.
Required Experience:
IC
