IT Desktop Support Technician I - Hands-On & Growth Path

Light and Wonder International, Inc.

Las Vegas (NV)

On-site

USD 45,000 - 70,000

Full time

5 days ago

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Job summary

Light & Wonder is seeking an IT Desktop Support Technician to provide high-level local desktop support for onsite personnel and remote support using remote control tools. You will investigate, diagnose, and resolve incidents not resolved by Helpdesk, document and track issues, and coordinate with IT, management, and vendors.

You will perform onsite hardware/software installations, troubleshoot incidents, and escalate when needed.

Qualifications

3-5 years of experience in an IT technical support position preferably in a manufacturing or gaming environment.
PC Imaging experience is required.
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.

Responsibilities

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.
Resolve desktop, application, network ing 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.