IT Support Specialist II

Virgin Hotels Las Vegas is hiring an IT Support Specialist II to help keep property technology running smoothly. In this onsite role in Las Vegas, NV, you will monitor, configure, maintain, install, and remove technology hardware and software while supporting end users through the IT service desk. The position includes basic troubleshooting, preventative maintenance, and work aligned to user security policies and compliance requirements.

What you’ll do

• Provide telephone, remote, or in-person IT service and support to all VHLV team members and other property technology users
• Record all help desk interactions according to IT procedures
• Resolve basic to intermediate technology issues
• Set up and prepare technological equipment for operation in line with IT policies and user needs
• Perform basic troubleshooting for hardware and software across systems, using contracted vendors when issues persist after troubleshooting
• Complete preventative maintenance for technological equipment on a scheduled basis
• Communicate updates to team members and non-VHLV technology users regarding technological upgrades, system maintenance, and related information
• Apply functional knowledge of the property network infrastructure, including IDF locations, wireless configuration, and network topology
• Support i5 operations, including error monitoring, user security, and printing
• Inventory equipment, software, and other VHLV technology
• Maintain compliance with Gaming, Sarbanes-Oxley, and PCI requirements
• Stay aware of technology changes and how they impact property systems
• Assist with additional duties as needed, including other functions deemed necessary

How the work is performed

• Must be physically present at work, in the assigned workstation, to perform all required functions
• Work in an environment with varying levels of sound, temperature, smoke, and vibration
• Be prepared to work around hazards such as cleaning chemicals, ink, or other chemicals, and paper dust
• Use a computer keyboard and move efficiently between floors as needed
• Diagnose potential problems and replace peripheral devices without supervision
• Move through indoor areas and be exposed to conditions such as CRT fatigue, noise, dust, cigarette smoke, and pet dander/hair
• Lift up to 40 pounds
• Move up to 50 pounds for inspector and utility duties and for inventory checks
• Withstand prolonged standing, stretching, climbing, bending, and kneeling without restriction

Who you are

• Current, legal, and unrestricted ability to work in the United States
• Knowledge of help desk and IT operations, including intermediate understanding of IT operations
• Familiarity with various PC, POS, and printer hardware and software platforms
• Familiarity with i5 software
• A+ certification or equivalent job experience, with expert technical and communication skills
• Technical and communication skills typically acquired through six months to one year in a computer operator or technical support position, and expert skills typically acquired through two years in similar roles
• Experience with Agilysys LMS, Infogenesis, and Stratton Warren is preferred

Technologies you may work with

• Agilysys LMS
• Infogenesis
• Stratton Warren
• Help Desk
• i5 software
• i5 hardware and software
• PC
• POS
• Printer hardware and software platforms

What it takes to succeed

• Strong collaboration skills and the ability to build working relationships across departments
• Ability to resolve conflicts quickly and effectively
• Effective communication and presentation skills for all levels of management
• Creativity and innovation, including the ability to think freely and take initiative
• Excellent customer relations, communication, presentation, and organization skills
• Ability to adapt, change direction, and work on multiple project aspects at once
• Ability to work both in a team and independently as needed
• Leadership behavior aligned with Virgin Hotels Core Values: Fun, innovative, original, and personable, with high-quality, brilliant customer service
• Integrity, strong work ethic, and willingness to accept and provide constructive feedback
• Tenacity and self-motivation

Virgin Hotels Las Vegas is a pet friendly property, so you may come into contact with pet hair and dander. English communication skills are required to clearly communicate with users, management staff, and vendors.