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Lead IT Support Technician

Summary

Pay Range

What you'll do

• Provides 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 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.
• Assist team members with coaching and escalations
• Build, maintain, and troubleshoot PCs, laptops, and proprietary client hardware.
• Provide user assistance via phone, email, walkup, remote support, and virtual smart bar.
• Assist with hardware orders and maintaining budget
• Other duties assigned by management
• This position requires heavy lifting of computer equipment from and to the box to the workbench and workspace. Analysts must be able to push and pull cart that weighs up to 140 pounds and lift at least 50 pounds multiple times per day/week

What we're looking for

• 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.
• Helpdesk/Service Desk experience in large Enterprise environment
• Prior Leadership experience 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.