IT Desktop Support Tech II

Corporate:

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.

Position Summary

Reporting to the IT Desktop Manager, the IT Desktop Support Technician II investigates, diagnoses, and resolves most incidents that are not resolved by the Helpdesk Techs and Desktop Tech I. This individual assists the Helpdesk/Desktop I Technicians to solve basic technical problems and investigates more complex issues escalated to him/her. The IT Desktop Support Technician II performs high level local desktop support for onsite personnel as well as remote support using remote control tools. This individual relies on experience and judgment, as well as pre-established processes and procedures to identify, research, and resolve technical issues. The IT Desktop Support Technician II documents, tracks and monitors issues escalated to him/her to ensure a timely resolution. They coordinate with management, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies. This individual will collaborate with peers to discuss and identify solutions, as well as serve as an escalation point to the Service Desk and Desktop Tech I peers.

Essential Job Functions

• 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.

• Resolves desktop, application, networking and connectivity issues.

• Collaborates 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.

• Follows SOPs and escalation procedures to ensure proper SLAs are met.

• 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 3 support 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.

Qualifications

Education

• Associate degree or higher in computer science desired, or related certifications/experience in the field.

Required Experience

• 5+ years of experience in an IT Desktop Support Tier II  or Tech Support Tier II position, or equivalent role/experience

• Experience in a manufacturing or gaming environment a plus.

• PC/Mac Imaging experience is required (SCCM, Tanium, PXE, JamF or similar technologies)

Knowledge, Skills, & Abilities:

• Demonstrated experience installing and supporting PCs, laptops, printers, and telecommunication equipment.

• Demonstrated experience installing and supporting MacOS, Windows 10/11, MS Office/O365 applications, 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.

• Knowledge of cloud technologies (Azure VDIs)

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