Desktop Support Analyst
About The Position
IT Support Technician duties involve ensuring technology operates efficiently daily, offering remote and desk-side assistance, conducting installations, repairs, upgrades, backups, and maintenance tasks. Coordinating our networks, distributed server infrastructure, related services, and core business applications is the duty of the Technology Support Specialist to guarantee high availability. What You'll Do Deliver exceptional, high-touch IT support to internal employees, ensuring efficient resolution of technical issues and a consistently positive user experience. Act as a trusted technical partner to the Global Aristocrat IT team, fostering collaboration and alignment on enterprise technology standards and initiatives. Operate effectively in a fast-paced, high-demand environment, demonstrating sound judgment, adaptability, and ownership of support outcomes. Manage the full lifecycle of incidents and service requests, ensuring accurate documentation, proper categorization, timely resolution, and high-quality communication throughout the process. Conduct sophisticated fixing and root cause analysis on both local and remote systems, anticipating potential issues and implementing preventive measures. Contribute to the development and continual improvement of IT procedures, documentation, and knowledge bases to drive consistency and operational perfection. Provide expert-level support for corporate communication tools, devices, and platforms, ensuring reliability and uptime across the organization. Configure, deploy, and maintain end-user systems, including PCs, laptops, and proprietary hardware, with attention to security, compliance, and performance standards. Deliver responsive, multi-channel support via phone, email, walk-up, remote sessions, and virtual smart bar environments, with a focus on first-contact resolution. Serve as a domain specialist and mentor for junior technicians, encouraging a culture of excellence in service and continuous learning. Partner with IT leadership to identify process enhancements and support broader technology initiatives that improve employee productivity and experience. Perform additional duties and project work as required to support evolving business and technical needs.
Requirements
- Requires a high school diploma or equivalent experience.
- 1-2 yrs. Helpdesk/Call Center experience in a large Enterprise environment preferred.
- Technical knowledge across a broad range of IT disciplines.
- Strong verbal and written communication skills.
- Strong customer focus and attention to detail.
- Must be customer service oriented.
Nice To Haves
- An associate degree in Information Technology or a related field is helpful.
- A+, Network +, Security + certification preferred; MCP certification or equivalent preferred.
- ITIL certification or experience is a plus.
Responsibilities
- Deliver exceptional, high-touch IT support to internal employees, ensuring efficient resolution of technical issues and a consistently positive user experience.
- Act as a trusted technical partner to the Global Aristocrat IT team, fostering collaboration and alignment on enterprise technology standards and initiatives.
- Operate effectively in a fast-paced, high-demand environment, demonstrating sound judgment, adaptability, and ownership of support outcomes.
- Manage the full lifecycle of incidents and service requests, ensuring accurate documentation, proper categorization, timely resolution, and high-quality communication throughout the process.
- Conduct sophisticated fixing and root cause analysis on both local and remote systems, anticipating potential issues and implementing preventive measures.
- Contribute to the development and continual improvement of IT procedures, documentation, and knowledge bases to drive consistency and operational perfection.
- Provide expert-level support for corporate communication tools, devices, and platforms, ensuring reliability and uptime across the organization.
- Configure, deploy, and maintain end-user systems, including PCs, laptops, and proprietary hardware, with attention to security, compliance, and performance standards.
- Deliver responsive, multi-channel support via phone, email, walk-up, remote sessions, and virtual smart bar environments, with a focus on first-contact resolution.
- Serve as a domain specialist and mentor for junior technicians, encouraging a culture of excellence in service and continuous learning.
- Partner with IT leadership to identify process enhancements and support broader technology initiatives that improve employee productivity and experience.
- Perform additional duties and project work as required to support evolving business and technical needs.
Benefits
- This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
