Service desk manager Jobs in Las Vegas, NV

POSITION OVERVIEW: Salary $50000 per year to $60000 per year

We are seeking motivated and customer-focused IT Service Desk Analyst to join our team. In this role, you will be the first point of contact for IT support, providing exceptional service to our clients and internal teams. You will focus on supporting retail, restaurant, and streaming studio technologies.

Job Duties:

• Respond to IT support requests via phone, email, and chat, ensuring timely resolution of issues.
• Diagnose and resolve hardware, software, and network issues for end-users, with a focus on restaurant POS systems and studio streaming equipment.
• Maintain accurate records of support requests, troubleshooting steps, and resolutions in our ticketing system.
• Work closely with Tier Two support and other departments to escalate and resolve complex issues.
• Deliver excellent customer service, ensuring a positive user experience.
• Provide advanced technical assistance to computer system users
• Answer questions or resolve computer problems for clients in person, via telephone or from remote location
• Provide advanced assistance concerning the use of computer hardware and software, including Point of Sale, communication systems, printing, electronic mail, installations, and operating systems
• Ensure tickets or inquiries or responded to in a timely manner
• Ensure communication with the clients to ensure the issues are satisfactorily resolved
• Document and communicate issue patterns to the team
• Execute projects or areas of responsibility including:
• Print device management
• Logical user administration
• New terminal/New store setup and configuration
• Terminal security and policy enforcement
• Mobile device management

Qualifications:

• High school diploma or equivalent
• Bachelor’s degree in Information Technology, related field, or equivalent experience
• 1-2 years of experience in IT support or a related role
• Windows and Mac OS proficiency, Microsoft Office Suite, and basic networking concepts
• Familiarity with POS systems and streaming technologies is highly desirable
• CompTIA A+, CompTIA Network+, ITIL Foundation, or equivalent certifications
• Experience with Microsoft 365, Azure AD, Cisco Meraki, NCR Aloha, OBS, access control systems, audio/video systems, and low voltage cabling
• Have reliable transportation to travel to various company locations in Las Vegas
• Strong verbal and written communication skills
• Ability to troubleshoot and resolve technical issues efficiently.
• A commitment to providing exceptional customer service.
• Must be able to pass a Motor Vehicle Record (MVR) check.
• Exceptional attention to detail
• High level of dependability
• Maintains a positive and respectful attitude and exerts professionalism
• Ability to think critically and logically and exercise proper judgment
• Must be able to meet deadlines

Physical Requirements:

• This role may require:
• Lifting up to 50 pounds
• Bending, pushing, pulling, extensive walking and standing
• Extended periods of time sitting
• Extended periods of time working in front of a computer monitor
• Extended periods of time using a standard keyboard
• Must be able to work in a cubical environment during the workday with limited or no distraction
• Repetitive motion tasks while doing computer work
• Exposure to active wireless equipment, signals and transmissions

Employee Benefits Include:

· Medical Plan

· Dental Plan

· Vision Plan

· 401k

· Live Health Online

· Life Insurance

· Disability

· Supplemental Benefits

· No waiting period to use accrued PTO

· Training

· Employee Assistance Program

· National Discounts & much more!

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization-