Desktop Support Analyst

Desktop Support Analyst

Requirements

• Requires a high school diploma.
• Associate degree in Information Technology or related field is preferred.
• A+, Network +, Security + certification preferred; MCP certification or equivalent preferred.
• ITIL certification or experience is a plus.
• Technical knowledge across broad range of IT disciplines.
• Strong verbal and written communication skills.
• Strong customer focus and attention to detail.
• Must be customer service oriented.

Responsibilities

• Provide professional, high quality I.T. Helpdesk customer service to internal employees.
• Build strong relationships with the Global Aristocrat IT team.
• Required to perform duties in a fast paced, high intensity and team-oriented environment.
• Open, update, properly code and close trouble tickets with detailed information relating to trouble reported.
• Perform initial troubleshooting and diagnosis on local and remote devices with proactive intervention when needed.
• Creates, updates, escalates, and closes incidents and service requests in our ticketing system.
• Helps to develop and document technical processes and procedures.
• Provide initial response and diagnosis on all corporate communications devices.
• Build, maintain, and troubleshoot PCs, laptops, and proprietary client hardware.
• Provide user assistance via phone, email, walkup, remote support, and virtual smart bar.
• Other duties assigned by management.

Preferred Qualifications

• Helpdesk/Call Center experience in large Enterprise environment preferred.