IT Support Analyst in Alpharetta, GA at Scientific Games

Date Posted: 3/29/2018

Job Snapshot

Job Description

The IT Support Analyst is the front line and investigates, diagnoses, resolves most incidents. This individual assists the Desktop support team to solve basic technical problems and investigates more complex issues escalated to him/her. The IT Support Analyst 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 Support Analyst 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.

Essential Job Functions:
• Performs onsite installation or replacement of various hardware, video,  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, video conference rooms, and the network.
• Triage Tier 2 and Tier 3 trouble tickets.
• Resolve network switch 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.
• Performs other duties or special projects as assigned.
• Ability to complete multiple simultaneous projects in a timely manner.
• 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, including Mac OS.
• 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.
• Other duties as directed by the Desktop Manager.

Job Requirements

Associates degree

Required Experience
3-5 years of experience in an IT technical support position.
CompTia A+ certification a plus

Knowledge, Skills & Abilities:

• Associate degree in computer science or related field desired.
• Demonstrated experience installing and supporting PCs, laptops, printers, and telecommunication equipment.
• Demonstrated experience installing and supporting Mac OSX, Windows 7, Office 2013, video conferencing 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.
• 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.
• Occasional travel may be required.
• Ability to lift 50 pounds without any medical concerns.

Work Conditions:
The physical demands and work environment characteristics 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.

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the 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 EEOC Poster.