IT Support Specialist III

EMPLOYERS•Henderson, NV

2d•Onsite

About The Position

The Associate Engineer, Desktop Engineering owns imaging, deployment, and patch and configuration management for our Windows fleet, and administers our VDI environment, including gold image updates and application delivery. They work independently, act as an escalation point for complex end-user computing issues, and use automation and AI-assisted tools to keep a lean team efficient at scale. They provide backup support for Mac and mobile and cover the Service Desk when needed. Must be located in and around the Las Vegas / Henderson, NV area and work IN OFFICE.

Requirements

Hands-on SCCM and Intune for monthly Windows patching.
Has run the full Patch Tuesday cycle on a laptop and PC fleet using SCCM (software update groups, ADRs, collections, maintenance windows) and Intune (update rings, feature update policies), ideally in a co-managed environment.
Out-of-band patching and fleet compliance.
Has deployed emergency or zero-day patches outside the monthly cycle with piloting, phased rollout, and rollback, and can track, remediate, and report patch compliance to security and leadership.
VDI administration with Omnissa Horizon or similar.
Has managed a production VDI environment day to day, including pool and farm management, user session troubleshooting, and platform health.
VDI gold image and application delivery.
Has built, updated, and patched gold images and delivered applications through layering technology such as App Volumes AppStacks, with a repeatable process for testing and publishing changes.
Must be located in and around the Las Vegas / Henderson, NV area and work IN OFFICE.

Nice To Haves

Patch My PC or a comparable third-party patching solution.

Responsibilities

Troubleshoot and resolve IT issues via phone, web, and in-person channels.
Ensure all incidents, problems and service requests are resolved against SLAs.
Report on health of the help desk and support using uptime and ticket-related performance metrics.
Proactively learn and train other staff members on new product and service technologies.
Partner with IT and business personnel to discuss the impact of incidents on products and services.
Track and report all open and closed incidents to leadership teams.
Develop business support standards, processes and procedures, and guidelines for incident management.
Evaluate trade-offs between issues using value, impact, and risk criteria.
Develop service strategy to mitigate software, hardware, and networking issues.
Assist in the development of policies and procedures.
Foster cross-departmental collaboration to drive success and achieve organizational goals through partnership.
Train, guide, and mentor team members and staff.
Ensure compliance with all regulatory and company requirements.
Mentor team members and serve as a Subject Matter Expert within the department.
Other duties as assigned.