Desktop Support Analyst

Aristocrat Gaming; Lansing (MI); On-site; USD 45,000 - 65,000; Full time

Job summary

Aristocrat Gaming is seeking a Desktop Support Analyst in Lansing, MI. You will deliver high-quality IT helpdesk support to internal staff, maintain relationships with the IT team, and diagnose issues on local and remote devices.

The role requires strong communication and customer-focused problem solving in a fast-paced environment. Responsibilities include managing tickets, documenting processes, and supporting PCs and proprietary hardware.

Qualifications

• High school diploma or equivalent; Associate degree preferred.
• A+, Network+, Security+ certifications preferred; MCP or equivalent preferred. ITIL is a plus.
• 1+ years of Helpdesk/Call Center experience in a large enterprise environment.
• Broad IT knowledge with strong communication skills.
• Customer-focused with attention to detail.
• Customer service oriented and solution driven.

Responsibilities

• Deliver high-quality IT Helpdesk support to internal employees.
• Build and maintain relationships with the Global Aristocrat IT team.
• Operate in a high-intensity, team-oriented environment.
• Open, update, and close trouble tickets with detailed information.
• Troubleshoot local and remote devices and perform proactive interventions.
• Manage incidents and service requests in the ticketing system.
• Develop and document technical processes and procedures.
• Respond to issues with corporate communications devices.
• Maintain PCs, laptops, and proprietary client hardware.
• Provide user assistance via phone, email, walkup, remote support, and digital bar.
• Perform other duties as assigned by management.

Skills

Helpdesk experience

Customer service focus

Strong communication

IT knowledge

Education

High school diploma

Associate degree preferred

Tools

A+ certification

Network+ certification

Security+ certification

ITIL certification

Job description

At Aristocrat, innovation pushes us ahead as we build outstanding experiences for our users. As a Desktop Support Analyst, you play a key role in maintaining smooth technology operations. This is critical to providing world-class gaming experiences. This opportunity offers more than a job; it offers a chance to join a team where your efforts make a lasting difference. Join a dynamic, collaborative environment with plenty of room for professional growth. If you are ambitious, meticulous, and enjoy working in a fast-paced environment, this role suits you well!

What You'll Do

• Deliver high-quality IT Helpdesk support to internal employees, ensuring excellent customer service.
• Build and maintain positive relationships with the Global Aristocrat IT team.
• Operate effectively in a high-intensity, team-oriented environment.
• Open, update, and close trouble tickets with detailed information.
• Perform initial troubleshooting and diagnosis on local and remote devices, including proactive interventions.
• Build, update, bring up, and close incidents and service requests in our ticketing system.
• Develop and detail technical processes and procedures.
• Respond to and diagnose issues with corporate communications devices.
• Build, maintain, and solve PCs, laptops, and proprietary client hardware.
• Provide user assistance through phone, email, walkup, remote support, and virtual smart bar.
• Perform other duties as assigned by management.

What We’re Looking For

• High school diploma or equivalent experience required; Associate degree or equivalent experience in Information Technology or related field preferred.
• A+, Network +, Security + certification preferred; MCP certification or equivalent preferred. ITIL certification or experience is a plus.
• 1+ years of Helpdesk/Call Center experience in a large Enterprise environment preferred.
• Technical knowledge across a broad range of IT fields.
• Strong verbal and written communication skills.
• Outstanding customer focus and attention to detail.
• Must be customer service oriented.

This job description may have been reviewed and enhanced usingAI-assisted tools to improve clarity, consistency, and inclusivity. All final content, role requirements and hiring decisions remain subject to human review and approval by Aristocrat.

Compensation Philosophy

We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.

Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.

Specific details about compensation and benefits for this position will be discussed during the recruitment process.