Desktop Support Analyst

Game Companies; Lansing (MI); On-site; USD 42,000 - 70,000; Full time

Job summary

Aristocrat is seeking a Desktop Support Analyst to deliver high-quality IT Helpdesk support to internal staff and maintain technology operations. You will open and close tickets, troubleshoot locally and remotely, and support corporate devices across a fast-paced, team-oriented environment.

You will build strong relationships with the IT team, document procedures, and handle PC hardware and software issues while providing top-tier service and ensuring availability of critical systems.

Qualifications

• High school diploma or equivalent; IT-related education preferred.
• A+, Network+, Security+ certifications recommended; MCP/ITIL a plus.
• 1+ year of Helpdesk/Call Center experience in a large enterprise preferred.
• Strong communication and customer-service orientation.

Responsibilities

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

Skills

Helpdesk experience

Customer service

Communication skills

Tech knowledge

Education

High school diploma or equivalent

Associate degree in IT or related field preferred

Tools

A+ certification

Network+ certification

Security+ certification

MCP certification

ITIL certification/experience

Job description

Information Technology (IT)

2–5 years

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 using AI-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.