IT Support Technician

About the Organization 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.

EOE Statement 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.

Location Village Pub Management Inc

IT Support Technician

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.

• 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)

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.

• 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.

• 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 elevate 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.

• Assist with support and maintenance of LAN, Wi-Fi, switches, routers, and related infrastructure.
• Perform workstation updates, system patches, and routine maintenance activities.
• Monitor…