IT Desktop Support Analyst

Compensation $60,000-$68,000. Total compensation may also include incentive compensation such as an annual performance bonus. Position Summary 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 Analyst will assist team members and end users with service tickets, ensuring SLAs are met, identify trends and make recommendations for service improvements. They will also help create operating procedures and knowledge base content for the Service Desk and IT Desktop teams, and assist management with budgetary recommendations and purchasing needs. Essential Job Functions Perform onsite installation or replacement of hardware and software components. Perform diagnostic testing and analyze results to resolve issues. Troubleshoot and resolve tickets related to hardware, software, and network. Resolve desktop, application, network, and connectivity issues. Act as escalation point for Tech I and Tech II, providing training and guidance. Create SOPs and escalation procedures to meet SLAs. Review current SOPs to ensure they are up-to-date. Create training materials to improve knowledge gaps. Actively contribute to process improvement by identifying optimization areas and incorporating new technology. Determine root cause of problems and identify workarounds or permanent fixes. Document and communicate workarounds and fixes to Help Desk Specialists. Escalate issues to appropriate teams when beyond existing skill set. Serve as SME for IT Desktop support. Write automated scripts to streamline desktop duties and application deployments. Participate in end-user and Service Desk Analyst training as SME. Maintain IT equipment and supply inventories to minimize downtime. Administer, update, and troubleshoot corporate telephony system as needed. Contribute to documentation and Knowledge Base articles and review/update regularly. Occasional travel may be required. Perform other related duties as assigned. Qualifications Bachelor's Degree or vocational/college degree; preferably CIS/MIS or equivalent experience. Desire to pursue certifications such as MCSE, CCNA, A+, Network+. 5-7 years of second-level support experience in a help desk environment. Excellent interpersonal, verbal and written communication skills. Strong troubleshooting and analytical skills. Strong documentation and technical writing skills. Capability to manage tasks and objectives with limited supervision. Basic understanding of LAN/WAN networks and ability to analyze client/server connectivity issues. Attention to detail. Ability to communicate with employees and customers frequently. Willingness and ability to travel, work after hours and weekends as required. Ability to work in a team environment. Physical Requirements This position operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Work Conditions Requires a minimum of four days per week in the office. Reasonable accommodations may be made for individuals with disabilities. Legal and Compliance Light & Wonder is engaged in regulated gaming and lottery businesses. Employees may be required to obtain gaming licenses, undergo background investigations or meet regulatory standards. Employment is contingent upon meeting these requirements. Equal Opportunity Employer Statement Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants for any protected class. For more information about EEOC rights, see the EEOC poster. #J-18808-Ljbffr Light and Wonder International, Inc.