IT Desktop Support Lead

Corporate:
Light & Wonder’s corporate team is comprised of incredible talent that works across the enterprise, defying boundaries to provide essential services in an extraordinary manner to ensure the success of the organization and the well-being of employees.

Position Summary

Under the supervision of the Director, IT Service Management or assigned manager, the IT Desktop Support Lead helps to coordinate the effective and efficient operations of IT Desk Support for the assigned region. This position is responsible for the provisioning and deployment of IT equipment, managing local inventory and will assist with budgetary recommendations and purchasing needs relating to the region. A strong customer service mindset is key to succeeding in this role. This position will also assist team members and end users with service tickets, ensuring SLAs are met, and helps to identify trends while making recommendations for service improvements. This position will also help to create operating procedures and knowledge base content for the Service Desk and IT Desktop teams to leverage.

Essential Job Functions:

- Performs onsite installation or replacement of various hardware and software components.
- Provisions and deploys computer equipment to new hires.
- Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.
- Provide management reports on IT Desktop operations and issues, including recommendations for areas of service or technology improvements.
- Monitor Service Desk activities and responds to inquiries; provides technical troubleshooting, determines type of request, diagnoses and provides solutions or escalates complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed.
- Proactively identifies process improvement opportunities, including end-user training tools and documentation.
- Determines root cause of problems and identifies workarounds or permanent fixes.
- Ensures workarounds and permanent fixes are documented and communicated to Service Desk Specialists.
- Serves as Subject Matter Expert (SME) for IT desktop support.
- Actively participates in end user and Service Desk Analyst training by providing materials, conducting training, or attending training in the role of SME.
- Manages vendor relations and IT equipment orders.
- 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 as needed with guidance from Telecom team.
- Contributes to documentation and Knowledge Base articles and reviews/updates on regular basis.
- Occasional travel may be required.
- Performs other related duties as assigned.

**Qualifications**:
**Education**:

- Bachelor’s Degree, Vocational program, college degree preferred in CIS/MIS degree programs if applicable or equivalent experience.

Knowledge, Skills, & Abilities:

- Desire to continue in certification programs including MCSE, CCNA, A+, Network+, etc.
- 5-7 years of experience providing second level support in a help desk environment.
- Must have excellent interpersonal, verbal and written communication.
- Must have strong troubleshooting and analytical skills.
- Must have strong documentation and technical writing skills.
- Capable of managing tasks and objectives with limited supervision.
- Basic understanding of LAN/WAN networks and capable analyzing pc to network connectivity issues (i.e. client/server architecture)
- Able to pay close attention to details.
- Personal skill sets are a must. Communication with employees and customers are frequent.
- Must be willing and able to travel, work after hours and weekends as required.
- Ability to work with others in a team environment is a must.

Qualifications