IT Desktop Support Analyst

Light & Wonder•Chicago, IL

19h•Hybrid

About The Position

Light & Wonder’s corporate team is comprised of incredible talent that works across the enterprise, defying boundaries to provide essential services in an extraordinary manner to ensure the success of the organization and the well-being of employees. Reporting to the IT Desktop Manager, the IT Desktop Support Analyst investigates, diagnoses, and resolves most incidents that are not resolved by the 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.

Requirements

Bachelor’s Degree, Vocational program, college degree preferred in CIS/ MIS degree programs if applicable or equivalent experience .
5-7 years of experience providing second level support in a help desk environment.
Must have excellent interpersonal, verbal and written communication.
Must have strong troubleshooting and analytical skills.
Must have strong documentation and technical writing skills.
Capable of managing tasks and objectives with 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 customers are frequent.
Ability to work with others in a team environment is a must .

Nice To Haves

Desire to continue in certification programs including MCSE, CCNA, A+, Network+, etc.

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.
Resolve s desktop, application, network ing and connectivity issues.
Acts as escalation point for other Tech I and Tech II team members, providing training and guidance where needed
Creates SOPs and escalation procedures to ensure proper SLAs are met.
Reviews current SOPS to ensure they are up-to-date and applicable in today’s fast paced, ever changing technology environment.
Creates training materials to help improve knowledge gaps and to help educate our user base.
Actively contributes to ongoing process improvement s by identifying areas that can be optimized and streamlined , incorporating newer technology as needed.
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 the proper teams when the issue exceeds their skill set.
Serves as Subject Matter Expert (SME) for IT D esktop support.
Writes automated scripts to help streamline various desktop duties and application deployments .
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 as needed with guidance from Telecom team .
Contributes to documentation and Knowledge Base articles and reviews/updates on regular basis.
Performs other related duties as assigned.