Job Title: Desktop Support Technician

Reports to: Director of IT

Employment Type: Non-Exempt

Location: Las Vegas, NV – in office 4 or 5 days a week

Summary: The Pavilion Payments Desktop Support Technician will be hands-on and provide technical support to end users and support day-to-day operations of the IT Service Desk function. This role includes responding to service desk workflows, handling end user submitted tickets, coordinating with other IT team members, and ensuring high standards of service delivery.

Key Responsibilities

End-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
  • Set up, configure, and maintain user accounts, systems, and devices

Device and Software Management:

• Manage and maintain user devices and endpoints using Atera, 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.

Leadership and Coordination:

• Coordinate daily IT Service Desk operations with the IT Service Desk Lead to ensure timely response to support requests.
• Act as the first point of contact for complex user issues before escalating to specialized teams.
• Monitor ticket queues, prioritize workload, and drive service excellence against established SLAs.

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:

• Proficiency with Atera 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.

Key Success Metrics in the First 90 Days

• Achieve 80% resolution rate on IT support tickets within SLA.
• Demonstrate proficiency in core tools (Atera, 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.

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

JOB CODE: 1000049