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IT Support Supervisor in Duluth, GA at AGS

Date Posted: 4/12/2018

Job Snapshot

  • Employee Type:
  • Location:
    Duluth, GA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

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.  To learn more about us, please visit our website:

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. 

AGS was recently named one of the nation's "Best & Brightest Companies To Work For" in 2017 by the National Association for Business Resources. 

  • 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
  • High school diploma or GED required
  • Bachelor’s degree in Computer Science, Management Information Systems, related field, or an equivalent combination of education, training and experience is required
  • A minimum of four (4) years progressively responsible help-desk experience to include hands-on PC repair and maintenance is required
  • 3 years’ experience in a fast-paced technology environment preferably in gaming industry
  • Experience in supporting a web-based software system
  • A+, MCP, and other Microsoft certifications strongly preferred
  • Formal supervisory skills training preferred
  • Demonstrated ability to manage priorities and handle multiple tasks successfully
  • Excellent written and oral communication skills
  • Demonstrated ability to handle complex situations independently.
  • Ability to develop effective working relationships with customers, co-workers and administration
  • Ability to make contacts with other departments, requiring tact and judgment to ensure effective support
  • Acts as the problem owner for IT system faults, including communication, coordination of staff, problem resolution and root cause analysis. Ensures support for mission critical systems 24 hours per day, seven days per week. Manages and maintains rotation schedule for on-call staff
  • Has experience organizing and performing large-scale PC/software roll-outs
  • Knowledgeable of latest virus and spyware prevention/detection methods
  • Experience in XML and SQL
  • Expert in repairing PC’s, Windows 2000/XP, MS Office, HP printers and peripherals

AGS is an Equal Opportunity Employer

Thank you for your interest in a career at AGS.  The best way to get your resume in front of the assigned recruiter and hiring manager is to visit the AGS Careers Page at and apply directly to the position in which you are interested.

*Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.