IT Desktop Support Analyst
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. This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The Light & Wonder Legal Department requires a minimum of four days per week in the office. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Light & Wonder and its affiliates (collectively, “L&W”) are engaged in highly regulated gaming and lottery businesses. As a result, certain L&W employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation, or contracts. In order to ensure L&W complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, L&W requires all its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with L&W (to the extent permitted by law), you shall be asked to consent to L&W conducting a due diligence/background investigation on you. This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.
- 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.
- Resolves desktop, application, networking 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 improvements 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 Desktop 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.
- Occasional travel may be required.
- Performs other related duties as assigned.
- Bachelor’s Degree, Vocational program, college degree preferred in CIS/ MIS degree programs if applicable or equivalent experience. (required)
- Desire to continue in certification programs including MCSE, CCNA, A+, Network+, etc. (preferred)
- 5-7 years of experience providing second level support in a help desk environment. (required)
- Must have excellent interpersonal, verbal and written communication. (required)
- Must have strong troubleshooting and analytical skills. (required)
- Must have strong documentation and technical writing skills. (required)
- Capable of managing tasks and objectives with limited supervision. (required)
- Basic understanding of LAN/WAN networks and capable analyzing pc to network connectivity issues (i.e. client/server architecture). (required)
- Able to pay close attention to details. (required)
- Personal skill sets are a must. Communication with employees and customers are frequent. (required)
- Must be willing and able to travel, work after hours and weekends as required. (required)
- Ability to work with others in a team environment is a must. (required)
The targeted pay range for this role is $60,000-$68,000. The total compensation package for this position may also include applicable incentive compensation, such as an annual performance bonus. Actual compensation packages are based on several factors that may include, but are not limited to skill set, depth of experience, specific work geography, as well as internal equity and alignment with market data.
Light & Wonder, Inc. is a leading cross-platform gaming company headquartered in Las Vegas, Nevada. Formerly known as Scientific Games, it rebranded in 2022 after divesting its lottery and sports-betting businesses to focus on gaming. The company operates across three segments — Gaming (slot machines, table games and casino systems under brands such as Bally, WMS and Shuffle Master), SciPlay (social casino games) and iGaming (online casino content). Listed in both the US and Australia, it supplies content and systems to casinos and online operators worldwide.