Desktop Support Analyst

IT Support Technician duties involve ensuring technology operates efficiently daily, offering remote and desk-side assistance, conducting installations, repairs, upgrades, backups, and maintenance tasks. Coordinating our networks, distributed server infrastructure, related services, and core business applications is the duty of the Technology Support Specialist to guarantee high availability.

What You'll Do

• Deliver exceptional, high-touch IT support to internal employees, ensuring efficient resolution of technical issues and a consistently positive user experience.

• Act as a trusted technical partner to the Global Aristocrat IT team, fostering collaboration and alignment on enterprise technology standards and initiatives.

• Operate effectively in a fast-paced, high-demand environment, demonstrating sound judgment, adaptability, and ownership of support outcomes.

• Manage the full lifecycle of incidents and service requests, ensuring accurate documentation, proper categorization, timely resolution, and high-quality communication throughout the process.

• Conduct sophisticated fixing and root cause analysis on both local and remote systems, anticipating potential issues and implementing preventive measures.

• Contribute to the development and continual improvement of IT procedures, documentation, and knowledge bases to drive consistency and operational perfection.

• Provide expert-level support for corporate communication tools, devices, and platforms, ensuring reliability and uptime across the organization.

• Configure, deploy, and maintain end-user systems, including PCs, laptops, and proprietary hardware, with attention to security, compliance, and performance standards.

• Deliver responsive, multi-channel support via phone, email, walk-up, remote sessions, and virtual smart bar environments, with a focus on first-contact resolution.

• Serve as a domain specialist and mentor for junior technicians, encouraging a culture of excellence in service and continuous learning.

• Partner with IT leadership to identify process enhancements and support broader technology initiatives that improve employee productivity and experience.

• Perform additional duties and project work as required to support evolving business and technical needs.

Physical Demands

• This position requires heavy lifting of computer equipment from and to the box to the workbench and workspace. Analysts must be able to push and pull a cart that weighs up to 140 pounds and lift at least 50 pounds multiple times per day/week

What We're Looking For

• Requires a high school diploma or equivalent experience.  An associate degree in Information Technology or a related field is helpful. 

• A+, Network +, Security + certification preferred; MCP certification or equivalent preferred.  ITIL certification or experience is a plus.

• 1-2 yrs. Helpdesk/Call Center experience in a large Enterprise environment preferred.

• 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.

Why Aristocrat?

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. EEO M/F/D/V

• World Leader in Gaming Entertainment

• Robust benefits package

• Global career opportunities

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

Travel Expectations

Pay Range

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.

This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.

Additional Information