Rover - Deskside Service (Overnight) (Las Vegas)

Position Overview

The Overnight Service Desk & Deskside Support Analyst (Rover) serves as a vital extension of both the Service Desk and Deskside Support teams, providing on-site technical support across The Venetian Resort during overnight operations. This role is responsible for delivering responsive, customer-focused IT support to Team Members and guests while helping ensure the seamless operation of critical business systems.

The position provides Tier 1 and Tier 2 technical support, manages incidents and service requests, performs hands-on troubleshooting, coordinates with business partners, and escalates issues when necessary. The Overnight Service Desk & Deskside Support Analyst also maintains accurate documentation, supports service delivery initiatives, and contributes to a high standard of customer satisfaction.

All duties are performed in accordance with departmental standards and The Venetian Resort's policies, procedures, and service expectations.

Essential Duties & Responsibilities

• Serve as the primary point of contact for Team Members and guests seeking assistance with IT incidents, service requests, and status updates.
• Serve as the primary on-site IT support resource during overnight operations, providing rapid response to service interruptions, critical incidents, and business-impacting technical issues while coordinating with on-call support teams and vendors as needed.
• Participate in major incident response activities and provide timely communication to stakeholders regarding issue status and resolution progress.
• Accurately document, prioritize, and manage incidents and requests within ServiceNow, ensuring timely follow-up and resolution.
• Provide first-call resolution whenever possible, supporting Windows workstations and peripherals, IBM iSeries environments, Microsoft applications and services, core hospitality and gaming applications, guest technology services, including in-suite connectivity, public Wi-Fi, and printing services
• Provide Tier 1 and Tier 2 technical support by analyzing, diagnosing, troubleshooting, and resolving hardware, software, and connectivity issues.
• Document troubleshooting activities, resolutions, and service efforts within ServiceNow to support reporting, trend analysis, and operational metrics.
• Complete assigned service requests, project tasks, and operational support activities within established service levels.
• Deliver exceptional customer service while interacting with Team Members, guests, vendors, and business partners.
• Provide hands-on desktop support and assist remote and on-call teams with issues requiring an on-site IT presence.
• Support Incident Management and Service Delivery processes in alignment with IT Service Management (ITSM) best practices.
• Maintain accurate time tracking and work records as required by departmental standards.
• Maintain a professional appearance and organized work environment.
• Promote and support a safe working environment.
• Demonstrate consistent and reliable attendance.
• Safety is an essential function of this job.
• Consistent and regular attendance is an essential function of this job.
• Performs other related duties as assigned.

Company Standards of Conduct

All The Venetian Resort Team Members are expected to always conduct themselves professionally. Team Members must adhere to company standards, work requirements, policies, and rules of conduct.

Minimum Qualifications

• Must be at least 21 years of age.
• Must possess authorization to work in the United States.
• Associate degree in Management Information Systems (MIS), Information Technology, Computer Science, or a related technical field; equivalent work experience may be considered in lieu of formal education.
• Ability to obtain and maintain Nevada Gaming Control Board registration and any certifications or licenses required by law or company policy.
• Minimum of two (2) years of experience in technical support, service desk, or desktop support environments.
• Experience supporting Microsoft operating systems, applications, hardware, and related technologies.
• Experience working within highly regulated environments, including MICS, PCI, SOX, or similar compliance frameworks.
• Knowledge of IT Service Management (ITSM) principles and best practices.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to prioritize workload effectively and perform under pressure in a fast-paced environment.
• Strong attention to detail and commitment to quality service delivery.
• Ability to adapt quickly to changing priorities and business needs.
• Self-motivated, dependable, punctual, and able to work both independently and collaboratively within a team environment.
• Excellent active listening, communication, and customer service skills.
• Ability to translate technical concepts into clear, non-technical language.
• Strong interpersonal skills with the ability to interact effectively with individuals from diverse backgrounds and varying levels of technical expertise.
• Flexibility to work overnight shifts, weekends, holidays, and other schedules as business needs require.

Physical Requirements

Must be able to

• Lift or carry 20 pounds, unassisted, in the performance of specific tasks, as assigned
• Access all areas of the property with or without reasonable accommodation.
• Maintain composure and professionalism while managing multiple priorities and deadlines.
• Effectively interact with guests, management, Team Members, and external business partners.
• Stand, walk, stretch, bend, kneel, and move throughout the property for extended periods.
• Work in a fast-paced hospitality and gaming environment.
• Work indoors and be exposed to environmental conditions including noise, dust, computer equipment, and cigarette smoke.