Deliver professional, high-quality IT Helpdesk customer service to internal employees.
Build and maintain strong relationships with the Global Aristocrat IT team.
Operate effectively in a fast-paced, high-intensity, and team-oriented environment.
Open, update, categorize, and resolve trouble tickets with detailed documentation.
Diagnose and troubleshoot technical issues on local and remote devices, proactively addressing potential problems.
Manage incidents and service requests, including escalations, within the ticketing system.
Assist in developing and maintaining technical processes and procedural documentation.
Provide coaching and support to team members, assisting with escalations as needed.
Build, maintain, and troubleshoot PCs, laptops, and proprietary client hardware.
Offer user assistance via phone, email, walk-up support, remote access, and virtual smart bar.
Assist with hardware procurement and budget management.
Perform additional duties as assigned by management.
People Management
Lead and mentor a team of IT support professionals, fostering a high-performance and collaborative work environment.
Set performance goals, provide regular feedback, and conduct performance evaluations.
Organize training and development opportunities to enhance team skills and technical knowledge.
Ensure efficient resource allocation and workload distribution.
Drive continuous improvement in IT service delivery by implementing best practices and process enhancements.
Physical Demands
Requires the ability to lift and move computer equipment, including unpacking, setting up, and relocating hardware.
Must be able to push and pull carts weighing up to 140 pounds and lift up to 50 pounds multiple times per day or week.
This role requires strong technical expertise, leadership skills, and a commitment to delivering excellent IT support services in a dynamic environment.
Requires a high school diploma. An associate degree in Information Technology or a related field is preferred.
At least 4 years of experience in an IT-related field is minimally required.
A+, Network +, Security + certification preferred; MCP certification or equivalent preferred. ITIL certification or experience is a plus.
Helpdesk/Service Desk experience in a large Enterprise environment
Prior Leadership experience is a plus
Technical knowledge across a broad range of IT disciplines
Strong verbal and written communication skills.
Strong customer focus and attention to detail.
Must be customer service oriented.
Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.
We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. EEO M/F/D/V
World Leader in Gaming Entertainment
Robust benefits package
Global career opportunities
All about the Player
Talent Unleashed
Collective Brilliance
Good Business Good Citizen
The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.
Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.
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