IT Support II

Truckee Gaming, LLC is seeking an IT Support II professional to provide on-site support in the Reno-Sparks metropolitan area, with an office base in Verdi, NV. In this role, you will help install, configure, and troubleshoot core technology across network servers, phone systems, computing infrastructure, applications, and telephony devices while maintaining dependable help desk operations.

This position supports users through ticketed incident management and direct phone and email assistance, and it includes backup and recovery responsibilities, structured cabling, and account setup. An on-call rotation with 24 hour per day availability is also part of the schedule, along with occasional remote support for other properties and assigned projects.

What you’ll do

• Support senior technical staff with installation, configuration, and ongoing support for network servers and associated equipment.
• Provide support for phone systems, computing infrastructure, and switch configuration, including application-based software setups.
• Troubleshoot issues and initiate repairs across hardware, software, and telephony devices.
• Deliver remote support for properties other than the one where you are currently located, as well as remote projects assigned by management.
• Work independently with less detailed supervision.
• Provide direction and training to Level 1 technicians.
• During on-call rotation, provide 24 hour per day on-call support.
• Handle help desk phone and email requests, answer questions, and assist users to improve satisfaction.
• Process IT Requests for new users, including deploying workstations, printers, phones, and other peripheral equipment, and loading necessary software.
• Perform back-up, recovery, and systems monitoring.
• Monitor and manage tickets in the incident tracking system.
• Assist customers by resolving computer hardware and software problems.
• Maintain, research, create, review, and update documentation.
• May be assigned as a lead on Operations projects.
• Create and terminate users’ accounts from start to finish in business applications.
• Set up, maintain, and change phones in the phone system, including ACD and voicemail.
• Set up and maintain user software applications.
• Perform other duties as assigned.

Required experience and skills

• 2-4 years of experience related to help desk or other technical, job-related work.
• Ability to provide help desk phone and email support, including answering questions and offering assistance.
• Experience with terminating structured cabling.
• Ability to perform back-up, recovery, and systems monitoring.
• Experience monitoring and working tickets in an incident tracking system.
• Knowledge of telecommunications and networking.
• Strong communication skills, including excellent oral and written communication.
• Ability to read, write, and speak English to perform job duties satisfactorily.
• Ability to establish and maintain effective, cooperative working relationships.
• Ability to work effectively with minimal supervision and manage multiple tasks.
• Aptitude for continuous learning and innovative thinking.
• Flexible availability.
• Must obtain and maintain an active Nevada Gaming Registration.
• Technical training certificates are desired.

Technologies you may work with

• Windows operating systems
• Microsoft Office
• Server virtualization
• Point-of-sale systems
• Casino Management Systems
• IP telephony
• SQL Server
• Backup and recovery systems
• Office365
• Entra environments (Sharepoint, OneDrive)

Work location and schedule

• Onsite role in Verdi, NV supporting the Reno-Sparks metropolitan area (Sparks, NV office).
• Full-time position with long hours and frequent weekend and holiday work.
• May require irregular hours, including Day, Swing, and Grave shifts, and shifts exceeding 10 hours.
• Works as part of an on-call rotation.
• Travel is primarily local during the business day, with some out-of-the-area and overnight travel possible.
• As a multi-property company, travel to all properties daily may be required.

Work environment and physical demands

• Professional office environment using standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
• Regularly required to talk or hear.
• Frequently required to stand, walk, use hands to finger/handle/feel, and reach with hands and arms.
• Intermittently lift, move, or carry supplies up to 50 lbs.
• May be required to grasp, bend, stoop, reach, kneel, climb a ladder, and walk/stand/sit for the duration of the shift.

Eligibility qualifications

• Must obtain and maintain an active Nevada Gaming Registration.