IT Support Technician

IT Support Technician

Ellis Island Casino, Hotel & Brewery, our 16 Village Pub locations, Mt Charleston Lodge, and our sister companies, Marker Trax and KOIN, are committed to providing the best goods and services to our guests and clients. Our casino and food and beverage locations are home to some of Las Vegas's most recognized food, beverages, hospitality, and entertainment! Not only do we serve the highest quality food, but we've been voted the #1 Best Microbrewery of Las Vegas and have the #1 Best Karaoke of Las Vegas. Marker Trax is a patented casino advance line system that provides technology solutions to casinos to make the gaming experience more convenient and accessible to players. KOIN offers a full-service financial wallet and integrated payment solution, and aims to provide a convenient, secure and flexible payment solution for both consumers and businesses.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Job Description

Category: Information Technology

Status: Non-Exempt

Reports To: Director of IT

The IT Support Technician provides frontline technical support for company systems, devices, software applications, and users across multiple business units. This position is responsible for troubleshooting hardware, software, network, and user access issues while maintaining reliable and secure technology operations. Responsibilities include help desk support, workstation setup, user account administration, asset management, system maintenance, and basic network support in a fast-paced hotel and casino environment operating 24 hours a day, seven days a week.

Benefits

• Medical
• Dental
• Basic Life Insurance (included with the dental plan)
• Vision
• Short-term Disability
• Combo plan covering accidents, hospitalizations, and critical illnesses
• Paid time off
• Voluntary life insurance
• Eligibility to participate in a 401(k)-retirement plan with company match (after 6 months of successful employment)

Location

This is a full-time, on-site position based in Las Vegas, NV. Candidates must be able to reliably commute or be prepared to relocate prior to their start date. Regular travel between company properties and business units may be required.

Responsibilities

• End User Support
• Install, configure, and maintain desktop computers, laptops, printers, mobile devices, and peripheral equipment.
• Diagnose and resolve hardware, software, application, and connectivity issues.
• Provide onsite and remote technical support to team members.
• Configure workstation hardware and software according to company standards.
• Support Microsoft 365 applications and other business-critical software.
• Help Desk Support
• Respond to help desk tickets in a timely manner, prioritizing issues based on urgency and business impact.
• Log, track, and document issues and resolutions within the ticketing system.
• Provide Tier I support and escalate advanced issues when appropriate.
• Maintain service-level expectations for response and resolution times.
• Follow up with users to ensure issues have been fully resolved.
• User Administration
• Create, modify, and deactivate user accounts and permissions.
• Assist with onboarding and offboarding activities.
• Reset passwords and troubleshoot account access issues.
• Maintain user access and security according to company policies.
• Systems & Network Support
• Assist with support and maintenance of LAN, Wi-Fi, switches, routers, and related infrastructure.
• Perform workstation updates, system patches, and routine maintenance activities.
• Monitor system performance and report issues proactively.
• Assist with backup verification and recovery procedures.
• Support cybersecurity best practices and endpoint security requirements.
• Asset Management & Documentation
• Maintain inventory of IT equipment and hardware assets.
• Coordinate hardware repairs and warranty service requests.
• Create and maintain technical documentation and knowledge base articles.
• Support workstation moves, equipment deployments, and cable management activities.
• Identify recurring technical issues and recommend process improvements.

Skills / Experience

• Experience supporting Windows and macOS environments.
• Knowledge of Microsoft 365 administration and support.
• Basic networking knowledge, including TCP/IP, DNS, Wi-Fi, and VPN connectivity.
• Experience working within a help desk or ticketing environment.
• Strong troubleshooting and analytical skills.
• Excellent customer service and communication abilities.
• Ability to prioritize multiple tasks and meet deadlines.

Preferred Qualifications

• CompTIA A+ Certification preferred.
• CompTIA Network+ Certification preferred.
• Basic understanding of cybersecurity principles and endpoint protection.
• Experience supporting hospitality, gaming, or multi-location business environments.

Physical Requirements

• Ability to stand and walk for extended periods of time throughout the casino and property.
• Must be able to move throughout all areas of the property, including back-of-house and public areas.
• Use of standard office equipment such as computers, phones, printers, and radios as needed.
• The noise level in the work environment is usually moderate.
• Occasionally exposed to outside weather conditions and varying temperature conditions.
• Ability to lift, carry, push, or pull up to 25 pounds as necessary.

Core Values

• Service- Personalized, warm, and consistent exceptional customer service.
• Value- Committed to deliver quality products for affordable prices.
• Growth- Promote personal development and professional growth for all team members.
• Family- Foster a family-like environment with guests and team members alike.
• Passion- Work with passion and enthusiasm every day.