Aristocrat

Desktop Support Analyst

Aristocrat

full-time

Posted on:

Location Type: Hybrid

Location: Sofia • Bulgaria

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Tech Stack

CitrixITSM

About the role

  • Deliver 2nd-level onsite IT support for laptops, desktops, and workplace technology.
  • Build, rebuild, deploy, and refresh user devices.
  • Tackle issues across systems, applications, and infrastructure.
  • Resolve service requests and incidents through in-person support, email, and Zoom.
  • Provide concierge-level IT support for executives when needed.
  • Manage and prioritize tickets in the ITSM system and bring them up when appropriate.
  • Run IT onboarding sessions for new hires, ensuring access to systems and tools.
  • Maintain and improve internal knowledge base articles and documentation.
  • Administer Active Directory accounts and support access management across business systems.
  • Support video conferencing and collaboration tools, including Zoom and meeting room technology.
  • Work with vendors and internal teams to order, deploy, and install hardware.
  • Assist with testing, rollout, and adoption of new technologies.
  • Maintain accurate IT asset records, including assignments, repairs, and lifecycle updates.
  • Document technical processes and contribute to continuous improvement initiatives.
  • Follow IT security policies and infrastructure standards.
  • Support regional IT teams with projects and operational initiatives.

Requirements

  • Passion for delivering phenomenal customer experience and solving problems for users.
  • Clear communicator with strong collaboration and interpersonal skills.
  • Calm and confident when handling technical issues or customer concerns.
  • Able to prioritize tasks and handle multiple requests in a fast-paced environment.
  • Comfortable working independently while staying connected with the team.
  • Interested in improving processes, documentation, and user experience.
  • Proven knowledge of Microsoft technologies, Windows environments, and Microsoft 365.
  • Experience with Citrix, Cisco, and LAN/WAN networking concepts.
  • Familiarity with remote support tools and video conferencing platforms such as Zoom.
  • Experience using ITSM, issue tracking, or asset management tools.
  • Knowledge of collaboration technologies such as Lifesize or Polycom.
  • Experience administering Active Directory user accounts.
  • Exposure to Mobile Device Management (MDM) is a plus.
  • Experience supporting Google Workspace (G Suite) is beneficial.
Benefits
  • Health insurance
  • Professional development opportunities
  • Work-life balance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT supportActive DirectoryMicrosoft technologiesWindows environmentsMicrosoft 365CitrixLAN/WAN networkingMobile Device ManagementGoogle Workspacevideo conferencing
Soft Skills
customer experienceproblem solvingcommunicationcollaborationinterpersonal skillsprioritizationindependenceprocess improvementdocumentationcalm under pressure