IT Support Supervisor

300 - Information Technology Duluth, Georgia


AGS is a global company focused on creating a diverse mix of entertaining gaming experiences for every kind of player. Our roots are firmly planted in the Class II Native American gaming market, but our customer-centric culture and remarkable growth have helped us branch out to become one of the most all-inclusive commercial gaming suppliers in the world. Powered by high-performing Class II and Class III slot products, an expansive table products portfolio, highly-rated social casino solutions for players and operators, and best-in-class service, we offer an unmatched value proposition for our casino partners.



OUR CULTURE
In the midst of building a great company, we also know how important it is to give back to our community and put the "Play" in PlayAGS. Our "Culture Crew" (Community, Recognition, Enrichment, Wellness) spearheads our continuous commitment to aligning our corporate and personal values through engaging events. 


Enjoy being a part of one of "Atlanta Biggest & Brightest Companies To Work For" in 2017 rated by National Business Resources. 


MAJOR ACCOUNTABILITIES:
  • Successfully maintains inventory of systems, equipment, and licenses, creates and maintains procedures and documentation for IT support personnel, and ensures desktop systems efficiency and integrity.
  • Guides and coaches IT support staff and ensures all service agreements are met. Although this is team lead role, the expectation is to work alongside the group processing tickets and providing hands-on work contributing to the productivity of the team.
  • Oversees the maintenance, support, and upgrade of desktop PC, hardware, software, operating systems and distributed printers, ensuring excellent customer service.
  • Provides weekly reporting on outstanding issues, call volume, and support performance metrics
  • Monitors, tracks, and maintains, all desktop software and operating system licensing levels and compliance according to software requirements.
  • Provides emergency 24X7 technical support as needed.
  • Ensures policy and process documentation is created, maintained, and shared with staff.
  • Responsible for maintaining the telephone network system, including phone handsets, port assignments, voicemail, etc.
  • Responsible for exhibiting professional behavior with both internal and external business associates that reflects positively on the company and is consistent with the company’s policies and practices.

OBJECTIVES:
  • Productivity:  Must efficiently and effectively perform assigned tasks as demand requires with timely and accurate completion.
  • Quality:  Consistently perform to high standards of accuracy, thoroughness and timelines.  
  • Interaction:  Exhibit a positive manner toward the job and work well with customers, co-workers and vendors
  • Accountability:  Self-accountable and accepts consequences of his/her actions.  Demonstrates unquestionable integrity in their daily duties.  
  • Customer Service:  Ensures internal and external customer satisfaction.  Conducts themselves in a manner that is professional and courteous to all.
*This exempt level position based in Duluth, Georgia and will require weekly and periodic visits to our Midtown office as business needs dictate.