IT Service Desk Lead

Job title: IT Service Desk Lead in Las Vegas, NV at Pavilion Payments
Company: Pavilion Payments
Job description: We are seeking a hands-on IT End-User Support Specialist to join our IT Operations team in Las Vegas, NV. This role is integral in ensuring seamless technology support and operational efficiency across our organization. The ideal candidate will bring technical expertise in managing modern IT environments, exceptional problem-solving skills, and a customer-focused approach. This position requires an on-site presence four days a week to assist with physical setups and support.Key ResponsibilitiesEnd-User Support:

• Provide prompt and effective first-line support to end-users for a wide range of technical issues, including:

• Hardware troubleshooting (laptops, desktops, peripherals, mobile devices)
• Software troubleshooting (Microsoft Windows, macOS/iOS, Android, and company applications)
• Network connectivity issues (Wi-Fi, VPN, remote access)
• Account lockout resolution and password resets
• Resolve 80% of end-user support tickets within 2 business days.
• Set up, configure, and maintain user accounts, systems, and devices in alignment with security policies and best practices.

Device and Software Management:

• Manage and maintain user devices and endpoints using Microsoft Intune, ensuring security and compliance.
• Administer user accounts and permissions within Entra ID (Azure Active Directory).
• Support and troubleshoot Microsoft 365 services, including:

• Email (Outlook, Exchange Online)
• Microsoft Teams (collaboration, meetings, chat)
• OneDrive, SharePoint

Office Setup and Physical Support:

• On-site setup and configuration of workstations, peripherals (printers, monitors, etc.), and office equipment.
• Assist with the physical setup of new employee workstations, including lifting and moving equipment (weight limits may apply).
• Coordinate and manage hardware shipments and deliveries for both on-site and remote employees.

Documentation and Collaboration:

• Maintain detailed documentation for IT processes, troubleshooting steps, and FAQs.
• Collaborate with teams using Atlassian products like JIRA and Confluence for ticket management and documentation (preferred).
• Collaborate effectively with other members of the IT team and across departments.
• Participate in team meetings and contribute to process improvement initiatives.

Security and Compliance:

• Ensure all devices and systems meet company security standards.
• Assist with security audits and vulnerability assessments.
• Educate users on best practices for IT Daily Operations.

Requirements:Must-Have Skills and Experience:

• Proficiency with Microsoft Intune for device management.
• Strong knowledge of Entra ID (Azure Active Directory) for user and device identity management.
• Experience with Microsoft 365 suite of applications (Exchange Online, Teams, OneDrive, SharePoint).
• Excellent communication and interpersonal skills with the ability to effectively communicate technical information to both technical and non-technical users.
• Strong problem-solving and analytical skills with the ability to diagnose and resolve technical issues efficiently.
• Ability to work independently and as part of a team.
• On-site presence required four days per week in the Las Vegas office.
• Ability to perform physical tasks such as lifting laptops, handling shipments, and installing equipment.

Key Success Metrics in the First 90 Days✔️ Achieve 80% resolution rate on IT support tickets within SLA. ✔️ Demonstrate proficiency in core tools (Intune, Entra ID, Microsoft 365, JIRA/Confluence). ✔️ Successfully set up, troubleshoot, and support end-user devices & applications. ✔️ Assist in at least one process improvement initiative within IT Operations. ✔️ Show proactive collaboration with IT team members & cross-functional departments.Nice-to-Have Skills and Experience:

• Experience with macOS/iOS and Android device support.
• Familiarity with scripting languages (e.g., PowerShell, Bash).
• Experience with Atlassian tools (JIRA, Confluence).
• ITIL or other IT service management certifications.

Why Join Us?

• Be part of a dynamic team supporting a fast-growing company in the gaming payments industry.
• Work in a collaborative and supportive environment with opportunities for growth and development.
• Enjoy working in the heart of Las Vegas, with an impactful role supporting our IT operations.

Pavilion PaymentsPavilion Payments enables the world’s gaming entertainment leaders to create amazing consumer experiences and maximize spend across all of their physical and digital properties. Our complete suite of payment solutions enables safe, secure, and trusted cash access at the cage, on the casino floor, or online. Our compliance and security solutions offer additional layers of automation and risk protection. And our analytics solutions enable clients to view performance across all of their gaming properties.Perks & Benefits!● A great company that is focused on team building, and career pathing for its team!● Join a team that is fun, friendly, and customer-focused!● Excellent employee benefits package - Health, Dental, Vision, 401k match, and more!Pavilion Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department
Expected salary:
Location: Las Vegas, NV
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