This onsite IT Support II role in Verdi, NV offers hands-on experience across the help desk, network/server, and telephony spectrum. You will provide around-the-clock on-call support, have opportunities to mentor Level 1 technicians, and may lead operations projects, all within a collaborative tech-focused environment at Truckee Gaming, LLC.
Responsibilities
- Provide help desk support via phone and email, answering questions to ensure user satisfaction.
- Process new-user requests, setting up workstations, printers, phones, and other peripherals, and loading required software.
- Terminate structured cabling as part of onboarding and maintenance tasks.
- Perform backups, recovery, and ongoing systems monitoring.
- Track and manage incidents in the ticketing system from intake to resolution.
- Assist customers with hardware and software issues and work toward timely problem resolution.
- Maintain and update technical documentation, including research, creation, and reviews.
- Serve as a lead on Operations projects when assigned.
- Create and deactivate user accounts across all business applications from start to finish.
- Set up, maintain, and modify phones within the phone system, ACD, and voicemail.
- Install and manage user software applications.
- Provide direction and training to Level 1 technicians.
Requirements
- Excellent oral and written communication abilities.
- English reading, writing, and speaking proficiency adequate for job performance.
- Ability to build and maintain cooperative working relationships.
- Capacity to work effectively with limited supervision.
- Strong multitasking skills with the ability to manage multiple tasks concurrently.
- Knowledge of telecommunications and networking fundamentals.
- Aptitude for continuous learning and innovative thinking.
- Flexible availability.
- 2-4 years of experience related to Helpdesk or similar technical work.
- Technical training certificates are preferred.
- Nevada Gaming Registration.
Technologies
- Windows operating systems
- PC hardware architecture
- Basic networking
- 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 Environment
This role operates within a professional office setting and frequently uses standard office equipment, including computers, phones, printers, and other typical devices.
Physical Demands
Employees should be able to communicate effectively, stand or walk as needed, perform manual tasks, reach with arms, and occasionally lift up to 50 pounds as part of routine duties.
Travel
Local travel during the business day is common, with occasional out-of-area or overnight trips possible. The role supports multiple properties, requiring regular travel to all locations.
Education and Experience
2-4 years of experience related to Helpdesk or similar technical work. Technical training certificates are desirable.
Eligibility
Nevada Gaming Registration is required.
Other Duties
This job description may evolve and not cover every duty or responsibility. Additional duties may be assigned as needed and change over time.
