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# Analyst, IT Help Desk

- **Company:** Resorts World Las Vegas
- **Location:** Las Vegas, NV, United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, JIRA, Dynamic Host Configuration Protocol, Domain Name System (DNS), Hyper-V, Identity and Access Management, Issue Tracking Systems, Virtual Private Networks (VPN), System Center Configuration Manager, Networking Basics, Windows PowerShell, Azure Active Directory, TCP/IP, Virtualization Technology, Scripting, Enterprise Software Applications, Cloud Platform System, System Availability, Reliability of Systems, Microsoft InTune, Information Technology, User Administration, Servicenow, Vmware
- **Published:** September 3, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=2986e3ef7c993a83

## About the Role

* At least 21 years of age.
 * Associate or bachelor's degree in information technology, Computer Science, or related field (or equivalent experience).
 * 3+ years of experience in a Help Desk or Level 2 support role within an enterprise environment.
 * Strong knowledge of Windows operating systems, Microsoft 365, and enterprise applications.
 * Experience with Active Directory, user account administration, and access management.
 * Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
 * Proven ability to troubleshoot and resolve complex technical issues.
 * Experience with ticketing systems (e.g., ServiceNow, SysAid, Jira, or similar).
 * Strong analytical, problem-solving, and communication skills.
 * Ability to work independently and manage priorities in a fast-paced environment.
 * Willingness to participate in on-call and after-hours support.
 * Relevant certifications preferred (e.g., CompTIA A+, Network+, Security+, Microsoft).

Preferred:

 * Experience with Microsoft 365, Azure Active Directory, and cloud environments.
 * Familiarity with virtualization technologies (e.g., VMware or Hyper-V).
 * Experience with endpoint management tools (e.g., SCCM, Intune).
 * Knowledge of ITIL framework and best practices.
 * Basic scripting knowledge (PowerShell preferred).
 * Experience supporting mobile devices and remote workforce environments.
 * Strong documentation skills, including knowledge base and SOP creation.

Physical Demands:

The physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodation may be made.

 * Work is typically performed in an office environment.
 * Prolonged periods of sitting and working on a computer.
 * Frequent use of hands and fingers to operate office equipment.
 * Ability to communicate effectively via phone, email, and in person.
 * Occasional standing, walking, bending, or reaching for equipment support.
 * Ability to lift and move equipment up to 25-30 lbs.
 * Visual ability to work on screens for extended periods.
 * Ability to work extended hours, including evenings, weekends, and on-call shifts.

Physical Demands:

The physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodation may be made.

 * Work is typically performed in an office environment.
 * Prolonged periods of sitting and working on a computer.
 * Frequent use of hands and fingers to operate office equipment.
 * Ability to communicate effectively via phone, email, and in person.
 * Occasional standing, walking, bending, or reaching for equipment support.
 * Ability to lift and move equipment up to 25-30 lbs.
 * Visual ability to work on screens for extended periods.
 * Ability to work extended hours, including evenings, weekends, and on-call shifts.

## Description

* Serve as the primary escalation point for complex technical issues from Level 1 Help Desk staff during business and after-hours support.
 * Independent thinking
 * Critical decision making
 * Perform advanced troubleshooting and root cause analysis for hardware, software, network, and system-related incidents.
 * Monitor ticket queues and ensure timely response, resolution, and proper prioritization of requests.
 * Provide guidance and support to Level 1 technicians to improve first-call resolution rates.
 * Maintain detailed documentation of incidents, resolutions, and troubleshooting processes within the ticketing system.
 * Collaborate with internal teams and third-party vendors to resolve high-impact or recurring issues.
 * Participate in on-call rotation to support after-hours operations and ensure system availability.
 * Identify trends in recurring incidents and recommend long-term solutions or process improvements.
 * Assist with system maintenance activities, including updates, patches, and configuration changes.
 * Ensure adherence to service level agreements (SLAs) and organizational IT policies.
 * Support user account management, access control, and security-related requests.
 * Contribute to knowledge base articles and standard operating procedures (SOPs).