Desktop Support Analyst

We’re looking for knowledgable Technical Support Specialist to join our IT Department team within our Ypsilanti Plant at 775 James L Hart Parkway.

As a part of the Service Desk team, the primary focus is on providing first level IT support for staff throughout the company along with providing desktop support services. The Desktop Support Analyst provides customer service and technical support via telephone, e-mail, walk-ups and via ServiceNow self-service as well as monitoring of ServiceNow queues and escalating work to other IT teams if necessary. The focus of this position is to minimize wait time and resolve IT incidents and requests for internal customers as well as providing end user training and technical support.

Who We Are

With a legacy spanning over a century, Pollard Banknote has become a world leader in instant ticket manufacturing and digital lottery solutions that enhance player engagement through cutting-edge technology. Our diverse and talented team brings ideas to life through creativity, innovation, and collaboration. From exciting lottery experiences to impactful partnerships, we’re shaping the future of gaming and making a difference in millions of lives. Join us and help reimagine how the world plays.

What We Offer

• Competitive compensation
• Profit sharing program – every role plays a part in our success!
• Company pension & 401K
• Health & Extended Benefits
• Opportunities for professional development
• Tuition reimbursement
• Employee & Family Assistance Program
• A variety of committee driven employee engagement activities
• Free Parking

What You'll Do

• Provide timely and customer service focused technical assistance for end-user support as well as manage end user requests and incidents in an internal Service Desk environment via telephone, e-mail and ServiceNow (IT Service Management Tool).

• Analyze, diagnose and solve problems on company mobile devices, laptops, and desktops related to hardware, software, and file/print services in a MS Windows and Mac network environment.

• Installs, Moves, Adds and Change (IMAC) activities and account administration.

• Work with other departments to assist in ensuring software compatibility and data integrity with application in use

Who You Are

• Ability to self-motivate to complete tasks without direct supervision

• Ability to work in a team environment and interact effectively and communicate with employees who may potentially be unfamiliar with our systems or software

   

• Ability to organize, plan and prioritize tasks to meet deadlines

• Ability to work well under pressure

• Ability to apply strong attention to detail and accuracy to work to meet requirements and production demands

• Ability to apply initiative and source information as needed to work through new task assignments

What You'll Bring

• Completion of post-secondary education in computer applications / science or equivalent combination of education and experience

• Minimum 2 years’ experience in a Service Desk role.

• Customer Service skills

• Written and verbal communication skills

• Intermediate MS Windows and MS Office skills

• Intermediate Macintosh OS and hardware skills

• Troubleshooting and problem solving

• Computer maintenance

Pollard Banknote Limited is an equal opportunity employer, committed to promoting and maintaining a diverse and inclusive workforce. Reasonable accommodations are available upon request.

Employment is contingent upon a satisfactory response from a Criminal Record Search.