This Role will require Daily On-sites to Client offices in Las Vegas
Reports to: IT Support Manager
Pay Rate: 50,000 – 60,000 Annually
Duties and Responsibilities
Support/troubleshooting of moderately difficult hardware, software, network, mobile device, remote user and phone related issues within a large enterprise environment.
Remotely assist users with desktop, server, point of sale, business management programs, network or software troubleshooting, updating required software, firmware or applications
Issue resolution and troubleshooting for software application errors, printer issues, shared resource access, hardware and software configuring and installations, OS patch management, performing basic network and server level troubleshooting, providing on-site support in a very customer-oriented service environment, and other duties as assigned
First level identification and escalation of Major Incidents using the approved IT escalation processes
Document all work performed through a ticket tracking system and effectively track and route incidents to the appropriate teams within IT
Assist in creating knowledgebase articles, checklists, FAQs and End User training.
Follow all standard service desk policies and procedures.
Answering or escalating customer questions, instructing customers in the operations and maintenance of systems/equipment
Willingness to learn industry specific and proprietary management systems
Perform network administration functions, user account permissions, Active Directory changes
Follow up with clients to ensure resolution is complete and satisfactory
Maintain accurate, thorough and timely information in ticketing system adhering to departmental policies and procedures
Collaborate with peers to form technical solutions
Completion of day-to-day help desk support requests and assigned projects that require interaction with other divisions of our company
Additional responsibilities as assigned
Must possess reliable transportation and be willing to travel to customer sites as needed
Capabilities/Competencies
Minimum of 3 years demonstrated, recent support/troubleshooting experience in all aspects of Windows XP, Windows 7, Windows 10, MAC, MS Office, Office 365, Internet Explorer 9 and above.
Minimum of 2 years in a customer service role within an IT support team.
Thorough knowledge of all Windows server and desktop operating systems
Thorough knowledge of Word, Excel, PowerPoint, Outlook, Active Directory and Exchange
Familiarity supporting (not engineering) TCP/IP, cables, IP phones, workstation connectivity, printer connectivity, POS devices and Active Directory administration
Ability to provide remote desktop support to customers.
Ability to use remote support tools like VNC, LogMeIn, RDP, etc.
Ability to multi-task and maintain good communication is a must
Solid organizational skills and be strong attention to detail.
Excellent written and oral communication skills.
Excellent problem analysis and solving skills.
The Help Desk is a 24x7 operation. Candidates must be very flexible and willing to work during holidays and on shifts as required.
Shifts may be changed based on coverage requirements and special events. Candidates may be asked to work longer hours on a case-by-case basis.
Must be able to learn quickly and be very self-sufficient with limited training required.
Candidates must be able to cope with stressful situations and frustrated customers in a calm and appropriate manner.
Self-starter, dependable and accurate in completing tasks with strong attention to detail.
Demonstrated ability to multi-task and work independently with minimal supervision.
Adhere to internal IT Policy and Procedures as it relates to helpdesk operations.
Independent, self-starting attitude with the willingness to share knowledge.
Strong customer service and problem-solving skills including the ability to provide diligent, prompt, and courteous responses to users’ questions or issues.
Ability to function effectively in a fast-paced environment
Desired Skills & Experience
2-4-year degree in a Technical field
Minimum of 1 year in the hospitality industry
IT related certifications preferred – e.g. A+, Network+, Security+, ITIL or MCP.
Understanding of basic ITIL principals preferred.
Basic understanding of application architectural principals and technologies in relation to client/server, n-tier, asynchronous message hub and web-based.
Basic understanding of networking concepts, including LAN/WLAN/WAN, TCP/IP, ICMP, 802.1x authentication, 802.11 wireless networking, DNS, DHCP, VPN, RSA, proxy, certificates and FTP (SSL & SSH) and ability to remotely troubleshoot connectivity issues for end users.
Basic understanding of types of network and server equipment, like firewalls, routers, switches, load balancers, blades, chassis, racks and SAN.
Demonstrated ability to support remote users over VPN technologies and get them operational without access to see their computer or remote network configuration.
Knowledge of Active Directory and application-based user account management.
Company DescriptionDesert IT Solutions is a growing Managed Service Provider supporting businesses with IT help desk, infrastructure, cybersecurity, cloud services, networking, backup, and project support. We are looking for an experienced IT MSP Technical Team Lead to help lead our technical team, improve service delivery, and ensure clients receive fast, professional, and reliable support.Company DescriptionDesert IT Solutions is a growing Managed Service Provider supporting businesses with IT help desk, infrastructure, cybersecurity, cloud services, networking, backup, and project support. We are looking for an experienced IT MSP Technical Team Lead to help lead our technical team, improve service delivery, and ensure clients receive fast, professional, and reliable support. Read Less
Position Overview
The IT MSP Technical Team Lead will oversee day-to-day technical operations, assist with escalations, mentor technicians, and help ensure tickets, projects, and client requests are completed accurately and on time. This role is ideal for someone with strong MSP experience who can balance hands-on technical work with leadership, accountability, and process improvement.
Responsibilities
Manage and support the daily workflow of help desk and field technicians.Handle escalated technical issues for desktops, servers, networks, cloud systems, and client environments.Review ticket queues to ensure timely updates, proper documentation, and SLA compliance.Mentor and train Tier 1 and Tier 2 technicians.Assist with onboarding new clients, deployments, migrations, and technical projects.Work with leadership to improve processes, documentation, standards, and client satisfaction.Manage and maintain the on-call schedule, including after-hours rotation planning, technician availability, coverage coordination, and ensuring proper escalation support is in place.Support Microsoft 365, Azure/Entra ID, Windows Server, networking equipment, firewalls, VPNs, backups, and endpoint security tools.Ensure client environments are properly documented in ITGlue or similar documentation platforms.Help identify recurring issues and recommend long-term solutions.Communicate professionally with clients, vendors, and internal staff.
Requirements
3+ years of MSP or IT service provider experience preferred.Strong troubleshooting skills across Windows workstations, Windows Server, Microsoft 365, networking, firewalls, VPN, backups, and security tools.Experience leading, mentoring, or supervising technical staff.Strong understanding of ticketing systems, documentation, SLAs, and MSP workflows.Ability to prioritize multiple issues and keep technicians accountable.Excellent communication and customer service skills.Strong attention to detail and follow-through.Ability to work independently and make sound technical decisions.
Preferred Qualifications
Experience with NinjaOne, ConnectWise, ITGlue, Microsoft 365 Admin Center, Entra ID, Intune, Meraki, 3CX, Datto, Synology, or similar MSP tools.Certifications such as CompTIA Network+, Security+, Microsoft, Cisco, or related credentials are a plus.Prior experience managing escalations or project work in an MSP environment.Company DescriptionDesert IT Solutions is a growing Managed Service Provider supporting businesses with IT help desk, infrastructure, cybersecurity, cloud services, networking, backup, and project support. We are looking for an experienced IT MSP Technical Team Lead to help lead our technical team, improve service delivery, and ensure clients receive fast, professional, and reliable support.Company DescriptionDesert IT Solutions is a growing Managed Service Provider supporting businesses with IT help desk, infrastructure, cybersecurity, cloud services, networking, backup, and project support. We are looking for an experienced IT MSP Technical Team Lead to help lead our technical team, improve service delivery, and ensure clients receive fast, professional, and reliable support. Read Less
Reports to: IT Support Manager
Pay Rate: 50,000 – 60,000 Annually
Duties and Responsibilities
Support/troubleshooting of moderately difficult hardware, software, network, mobile device, remote user and phone related issues within a large enterprise environment.
Remotely assist users with desktop, server, point of sale, business management programs, network or software troubleshooting, updating required software, firmware or applications
Issue resolution and troubleshooting for software application errors, printer issues, shared resource access, hardware and software configuring and installations, OS patch management, performing basic network and server level troubleshooting, providing on-site support in a very customer-oriented service environment, and other duties as assigned
First level identification and escalation of Major Incidents using the approved IT escalation processes
Document all work performed through a ticket tracking system and effectively track and route incidents to the appropriate teams within IT
Assist in creating knowledgebase articles, checklists, FAQs and End User training.
Follow all standard service desk policies and procedures.
Answering or escalating customer questions, instructing customers in the operations and maintenance of systems/equipment
Willingness to learn industry specific and proprietary management systems
Perform network administration functions, user account permissions, Active Directory changes
Follow up with clients to ensure resolution is complete and satisfactory
Maintain accurate, thorough and timely information in ticketing system adhering to departmental policies and procedures
Collaborate with peers to form technical solutions
Completion of day-to-day help desk support requests and assigned projects that require interaction with other divisions of our company
Additional responsibilities as assigned
Must possess reliable transportation and be willing to travel to customer sites as needed
Capabilities/Competencies
Minimum of 3 years demonstrated, recent support/troubleshooting experience in all aspects of Windows XP, Windows 7, Windows 10, MAC, MS Office, Office 365, Internet Explorer 9 and above.
Minimum of 2 years in a customer service role within an IT support team.
Thorough knowledge of all Windows server and desktop operating systems
Thorough knowledge of Word, Excel, PowerPoint, Outlook, Active Directory and Exchange
Familiarity supporting (not engineering) TCP/IP, cables, IP phones, workstation connectivity, printer connectivity, POS devices and Active Directory administration
Ability to provide remote desktop support to customers.
Ability to use remote support tools like VNC, LogMeIn, RDP, etc.
Ability to multi-task and maintain good communication is a must
Solid organizational skills and be strong attention to detail.
Excellent written and oral communication skills.
Excellent problem analysis and solving skills.
The Help Desk is a 24x7 operation. Candidates must be very flexible and willing to work during holidays and on shifts as required.
Shifts may be changed based on coverage requirements and special events. Candidates may be asked to work longer hours on a case-by-case basis.
Must be able to learn quickly and be very self-sufficient with limited training required.
Candidates must be able to cope with stressful situations and frustrated customers in a calm and appropriate manner.
Self-starter, dependable and accurate in completing tasks with strong attention to detail.
Demonstrated ability to multi-task and work independently with minimal supervision.
Adhere to internal IT Policy and Procedures as it relates to helpdesk operations.
Independent, self-starting attitude with the willingness to share knowledge.
Strong customer service and problem-solving skills including the ability to provide diligent, prompt, and courteous responses to users’ questions or issues.
Ability to function effectively in a fast-paced environment
Desired Skills & Experience
2-4-year degree in a Technical field
Minimum of 1 year in the hospitality industry
IT related certifications preferred – e.g. A+, Network+, Security+, ITIL or MCP.
Understanding of basic ITIL principals preferred.
Basic understanding of application architectural principals and technologies in relation to client/server, n-tier, asynchronous message hub and web-based.
Basic understanding of networking concepts, including LAN/WLAN/WAN, TCP/IP, ICMP, 802.1x authentication, 802.11 wireless networking, DNS, DHCP, VPN, RSA, proxy, certificates and FTP (SSL & SSH) and ability to remotely troubleshoot connectivity issues for end users.
Basic understanding of types of network and server equipment, like firewalls, routers, switches, load balancers, blades, chassis, racks and SAN.
Demonstrated ability to support remote users over VPN technologies and get them operational without access to see their computer or remote network configuration.
Knowledge of Active Directory and application-based user account management.
Company DescriptionDesert IT Solutions is a growing Managed Service Provider supporting businesses with IT help desk, infrastructure, cybersecurity, cloud services, networking, backup, and project support. We are looking for an experienced IT MSP Technical Team Lead to help lead our technical team, improve service delivery, and ensure clients receive fast, professional, and reliable support.Company DescriptionDesert IT Solutions is a growing Managed Service Provider supporting businesses with IT help desk, infrastructure, cybersecurity, cloud services, networking, backup, and project support. We are looking for an experienced IT MSP Technical Team Lead to help lead our technical team, improve service delivery, and ensure clients receive fast, professional, and reliable support. Read Less
