Analyst, IT Help Desk
Resorts World Las Vegas•Las Vegas, NV
•Onsite
About The Position
The Help Desk Analyst is responsible for managing and resolving escalated technical issues during both business and after-hours operations. Serves as the primary Level 2 support resource for the Help Desk, providing advanced troubleshooting, root cause analysis, and timely resolution of complex incidents. Ensures continuity of service, supports frontline technicians, and maintains high standards of customer service and system reliability.
Requirements
- 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.
Nice To Haves
- Relevant certifications preferred (e.g., CompTIA A+, Network+, Security+, Microsoft).
- 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.
Responsibilities
- Serve as the primary escalation point for complex technical issues from Level 1 Help Desk staff during business and after-hours support.
- 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).
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
