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Lead IT Support Technician
1 year ago
Summary
The Lead IT Support Technician is primarily responsible for ensuring the proper day-to-day operation of technology applications and equipment, providing remote and desk-side assistance in resolving technology support issues, performing installations, repairs, upgrades, backups, and other maintenance tasks.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
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.
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