Summary Statement:
The Help Desk Analyst is responsible for managing and resolving escalated technical issues during both business and after-hours operations. Serves as the primary Level 2 support resource for the Help Desk, providing advanced troubleshooting, root cause analysis, and timely resolution of complex incidents. Ensures continuity of service, supports frontline technicians, and maintains high standards of customer service and system reliability.
Primary Job Duties: Includes but is not limited to:
- Serve as the primary escalation point for complex technical issues from Level 1 Help Desk staff during business and after-hours support.
- Independent thinking
- Critical decision making
- Perform advanced troubleshooting and root cause analysis for hardware, software, network, and system-related incidents.
- Monitor ticket queues and ensure timely response, resolution, and proper prioritization of requests.
- Provide guidance and support to Level 1 technicians to improve first-call resolution rates.
- Maintain detailed documentation of incidents, resolutions, and troubleshooting processes within the ticketing system.
- Collaborate with internal teams and third-party vendors to resolve high-impact or recurring issues.
- Participate in on-call rotation to support after-hours operations and ensure system availability.
- Identify trends in recurring incidents and recommend long-term solutions or process improvements.
- Assist with system maintenance activities, including updates, patches, and configuration changes.
- Ensure adherence to service level agreements (SLAs) and organizational IT policies.
- Support user account management, access control, and security-related requests.
- Contribute to knowledge base articles and standard operating procedures (SOPs).
Qualifications: Includes but is not limited to:
- At least 21 years of age.
- Associate or bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
- 3+ years of experience in a Help Desk or Level 2 support role within an enterprise environment.
- Strong knowledge of Windows operating systems, Microsoft 365, and enterprise applications.
- Experience with Active Directory, user account administration, and access management.
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Proven ability to troubleshoot and resolve complex technical issues.
- Experience with ticketing systems (e.g., ServiceNow, SysAid, Jira, or similar).
- Strong analytical, problem-solving, and communication skills.
- Ability to work independently and manage priorities in a fast-paced environment.
- Willingness to participate in on-call and after-hours support.
- Relevant certifications preferred (e.g., CompTIA A+, Network+, Security+, Microsoft).
Preferred:
- Experience with Microsoft 365, Azure Active Directory, and cloud environments.
- Familiarity with virtualization technologies (e.g., VMware or Hyper-V).
- Experience with endpoint management tools (e.g., SCCM, Intune).
- Knowledge of ITIL framework and best practices.
- Basic scripting knowledge (PowerShell preferred).
- Experience supporting mobile devices and remote workforce environments.
- Strong documentation skills, including knowledge base and SOP creation.
Physical Demands:
The physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodation may be made.
- Work is typically performed in an office environment.
- Prolonged periods of sitting and working on a computer.
- Frequent use of hands and fingers to operate office equipment.
- Ability to communicate effectively via phone, email, and in person.
- Occasional standing, walking, bending, or reaching for equipment support.
- Ability to lift and move equipment up to 25–30 lbs.
- Visual ability to work on screens for extended periods.
- Ability to work extended hours, including evenings, weekends, and on-call shifts.
Physical Demands:
The physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodation may be made.
- Work is typically performed in an office environment.
- Prolonged periods of sitting and working on a computer.
- Frequent use of hands and fingers to operate office equipment.
- Ability to communicate effectively via phone, email, and in person.
- Occasional standing, walking, bending, or reaching for equipment support.
- Ability to lift and move equipment up to 25–30 lbs.
- Visual ability to work on screens for extended periods.
- Ability to work extended hours, including evenings, weekends, and on-call shifts.
At Resorts World Las Vegas, we believe that every member of our team is an ambassador and is essential to the success of our company. We expect all Team Members to take personal ownership in ensuring everything they do is in the best interest of the company and that all will adhere to our five core non-negotiable responsibilities.
- Everyone is an Ambassador–No matter where you work at Resorts World Las Vegas, it is your responsibility to treat this property like you would your own home. No one gets hurt, everyone feels secure, the environment is clean, and every guest gets what they need.
- Everyone works in Safety–If you have a safety concern, it is your responsibility to address it by correcting it or notifying the appropriate department or individual.
- Everyone works in Security–If you See Something, it is your responsibility to Say Something. You must notify the appropriate department or individual if you feel there is a security concern.
- Everyone works in EVS–If there is trash on the floor, it is your responsibility to pick it up. If it is a mess that needs more attention, it is your responsibility to notify the appropriate department or individual.
- Everyone works in Guest Experience–If a guest needs assistance, it is your responsibility to assist that guest and do so with a smile. If the guest needs more assistance than you can provide, it is your responsibility to notify the appropriate department or individual.
