Job Description
Job Description
We are looking for a Help Desk Support Technician for our Las Vegas location! This role is responsible for providing technical support across first, second, and, when needed, third-level issues. This role responds to support incidents via email, chat, phone, or ticketing systems and delivers hands-on assistance to employees using desktops, laptops, mobile devices, business applications, and collaboration tools. The technician will troubleshoot a wide range of issues, escalating complex problems when appropriate.
Essential Responsibilities:
- Responds to incidents via ServiceNow, ensuring timely resolution or escalation of technical issues.
- Provides support for desktops, laptops, mobile devices, and associated peripherals.
- Troubleshoots and resolves hardware, software, and connectivity issues; escalates when necessary.
- Installs, configures, and maintains desktop/laptop hardware, software, and virtual machines.
- Instructs users on the use of supported equipment and software.
- Addresses system security concerns, including antivirus, malware, and software updates.
- Supports and maintains voice and audio-visual communication systems.
- Provides hands-on assistance in the computer/server room for hardware-related issues such as server reboots, SAN drive failures, or network switch problems.
- Participates in team and cross-functional initiatives as needed.
- Performs other duties as assigned in alignment with business needs.
Required Qualifications
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 2+ years of IT support experience in a professional environment.
- Proficiency with macOS (version 12 and newer) and Windows 10/11 operating systems.
- Strong knowledge of desktop and laptop configuration in a networked environment.
- Familiarity with Microsoft Office and Google Workspace applications.
- Strong analytical, decision-making, and troubleshooting skills.
- Excellent oral and written communication skills, with the ability to explain technical concepts to non-technical users.
- Strong interpersonal skills and attention to detail.
- Ability to manage multiple tasks, prioritize effectively, and meet deadlines under pressure.
- Ability to read and interpret digital and printed data.
- Experience handling sensitive data with strict confidentiality and adherence to security protocols.
Preferred Qualifications
- Exposure to network operating systems and basic networking principles
- Knowledge of Google Gemini AI, Microsoft Entra/Active Directory end-user administration, JD Edwards, Cisco IP Telephony, Microsoft Intune, Mosyle Business, Apple Business Manager, SentinelOne, and Service-Now.
Job Tags
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