IT Support Technician

Provide help desk and remote technical support to employees and on‑site support for the Las Vegas facility by troubleshooting technology issues, escalating complex problems, and assisting with IT projects and infrastructure support

• Provide first-line help desk and technical support for Microsoft 365 applications, desktops, network connectivity, internet applications, telephone systems, and related technology
• Document, track, and manage incidents and service requests in the IT ticketing system through resolution or escalation
• Provide on‑site IT support for the Las Vegas facility, working with facility personnel and IT teams to resolve issues, fulfill service requests, deploy equipment, and communicate service impacts
• Troubleshoot and resolve PC, network, and basic Windows Server issues, promptly escalating complex or critical issues to the appropriate support team or management
• Configure, test, deploy, maintain, and upgrade computers, operating systems, applications, peripherals, and related hardware and software
• Troubleshoot and repair PCs, printers, handheld scanners, and other end‑user equipment, replacing components or coordinating service as needed
• Monitor production, system, and network alerts, coordinate support resources, and communicate issues that affect business operations
• Assist system and network administrators with server, network, infrastructure, and related technology projects
• Support IT projects and collaborate with users, project teams, and departments to meet business and service requirements
• Provide after‑hours support for production or business‑critical issues as required
• Maintain current technical knowledge through training and other professional development opportunities
• Ensure all safety and security rules are strictly observed and any accidents, incidents or injuries are promptly reported to management
• Complete the Annual CTPAT Security Training
• Focus on continuous improvement, and consistently demonstrate good business judgment
• Work effectively with all Pride departments to exceed internal and external expectations
• Pride retains the discretion to modify duties and/or assign other duties as necessary

Must be a friendly team player, professional, detail-oriented, and honest

Must have the ability to:

• Multi-task, problem-solve, and prioritize in a fast‑paced working environment
• Identify potential cybersecurity incidents and promptly follow established security reporting and escalation procedures
• Prioritize incidents and service requests based on urgency and business impact
• Diagnose and resolve issues with PCs, laptops, and related hardware and peripherals, including repairs, configuration, and upgrades
• Explain technical information clearly to technical and nontechnical users
• Use scripting and automation tools, such as Power Shell, to streamline routine technical support and administrative tasks
• Learn and adapt to new technologies to address business needs
• Exercise discretion and sound judgment when making business decisions
• Work independently with minimal supervision, using initiative and creativity within established guidelines

Must have:

• Relentless drive to achieve advancement and continuous improvement
• Strong analytical skills
• Intermediate working knowledge of Microsoft Office applications, including Word, Excel, and Power Point
• Intermediate working knowledge of Windows operating systems, Microsoft 365 applications, and common end‑user technologies
• Intermediate working knowledge of computer hardware, BIOS, firmware, and peripherals
• Strong web navigation and online research skills
• Strong customer service, verbal, and written communication skills

• At least 2 years of experience providing IT help desk, desktop support, or similar technical…