IT Desktop Support Analyst

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, application, networking and 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 today’s fast paced,ever 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 berequired.

• Performs other related duties as assigned.

• Bachelor’s 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 interpersonal,verbaland 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 asrequired.

• Abilityto work with others in a team environment isa must.

$60,000-$68,000. The total compensation package for this position may also include applicable incentive compensation, such as an annual, The targeted pay range for this role is $60,000-$68,000. 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.

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 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.