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.

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