IT Desktop Support I

Scientific Games:

Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.

Position Summary

Job Description

Reporting to the IT Manager, the IT Desktop Support Technician investigates, diagnoses, and resolves most incidents that are not resolved by the Helpdesk Technician. This individual assists the Helpdesk Technicians solve basic technical problems and investigates more complex issues escalated to him/her. The IT Desktop Support Technician 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 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.

Job Duties / Key Accountabilities

• Performs onsite installation or replacement of various hardware and software components.
• Performs diagnostic testing and analyzes test results 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.
• Resolve network and connectivity issues.
• Collaborate 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.
• 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 routines and programs using common desktop software.
• 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.
• Participate in Weekly On-call rotation
• Occasional travel may be required.
• Performs other related duties as assigned.

Qualifications / Skills / Knowledge

Required:

• 3-5 years of experience in an IT technical support position preferably in a manufacturing or gaming environment.
• PC Imaging experience is required.
• Demonstrated experience installing and supporting PCs, laptops, printers, and telecommunication equipment.
• Demonstrated experience installing and supporting Mac OS, Windows OS, Office Apps, and other desktop related applications.
• Knowledge of Oracle EBS systems and applications.
• Knowledge of IT technologies such as VMWare and Parallels.
• Outstanding customer service skills.
• Proven ability to keep up to date with the latest IT technologies.
• Well-developed communication skills – oral, written, and listening.
• Must have excellent interpersonal and motivation skills.
• Ability to work independently and in a dynamic environment.
• Strong organizational skills and ability to prioritize.
• Ability to complete multiple simultaneous projects in a timely manner.

Desired:

• Associate degree in computer science or related field desired.
• Knowledge of network and server administration and troubleshooting a plus.

Qualifications

Education

• Associate degree in computer science or related field desired.

Years of Related Experience

• 3-5 years of experience in an IT technical support position preferably in a manufacturing or gaming environment.

Job Conditions

• This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• The employee will be occasionally required to bend, stoop, kneel, crouch, crawl (e.g. standing, walking, climbing, pushing, pulling, lifting etc.) This includes sitting for long periods of time.
• Transporting of light to moderately heavy objects. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer peripherals.
• The employee may be occasionally tasked to lift and move a minimum of 10 pounds up to 50 pounds of equipment.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Work Conditions

Scientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.
This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above. 
 

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.