IT Desktop Support Tech I

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.

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. 

• PC Imaging experience is required. 

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.500010  

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.