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Information Technology Engineer

Company: Crescent Solutions
Location: Las Vegas
Posted on: November 22, 2021

Job Description:

Please call/email with most updated resume:
abelm@crescentsolutions.net
949.529.5915

*100% onsite, please do not apply if unable to commute daily to the Las Vegas/Henderson area OR unable to provide proof of completed Covid-19 vaccination process*

Systems administration experience (i.e. SCCM, JAMF, Azure, etc) is a must including:
Creating/building, updating, deploying system images & software packages
Troubleshooting

Position Summary:
The Support Engineer works with the IT team supporting all aspects of technology as it relates to the user environment and overall customer delivery and service on multiple customer sites in Las Vegas. The successful candidate will demonstrate strong customer service skills and an ability to provide an exceptional IT service experience to our customers. This position requires strong technical and analytical skills while responding to user inquiries, troubleshooting complex systems in a fast-paced environment, and leading/assisting with on-site initiatives. Communication skills are critical while interacting with customers, IT colleagues, and support vendors to resolve issues and ensure continuous improvement of systems and services. You will have had past experience administrating systems such as SCCM, JAMF, Azure, etc--- and have the motivation to continue learning new systems that help improve our processes.

A Day in the Life
Effectively analyze and resolve all inbound helpdesk inquiries including but not limited to applications, PC hardware and operating systems (Win10/Mac), audio/video conferencing and control systems, printers, network and connectivity, and user account administration for all users.
Admin SCCM, RMM and/or JAMF to create, update, and deploy system images and software packages.
Continually work to ensure end users can effectively use the technology provided to them via the creation of end user guides, improved processes, checklists, and ad-hoc knowledge sharing.
Collaborate with other IT team members to resolve tickets quickly and thoroughly with a focus on adding value wherever possible as well as to identify and implement process improvements.
Manage and implement on site projects including installing/imaging PCs/printers, installing/configuring software and devices, relocating/decommissioning equipment, and providing superb customer support and service at events and gatherings.
Review and recommend improvements to operations, maintenance, and procedures and techniques.
Assist with problem management and perform root cause analysis of chronic or persistent incidents, and recommend / implement corrective solutions.
Learn and admin applications used within the department for monitoring and supporting technology.
Manage ticket queue, prioritizing and assigning support tickets as needed and in accordance with set SLAs.
Mentor and train other team members.
Assist in handling escalated customer issues in a professional and courteous manner.
Complete, maintain, and process pertinent paperwork and records.
Keep abreast of industry trends and issues.
Work hours may include night, weekends, and holidays.
Perform other duties as assigned/needed.

The Basics
Total Years of Technical Experience: 4+
Position Specific Experience: 4+
Mentorship/Leads by Example Experience: 3+
Project management and organization: 3+
Customer Facing Experience: 4+

Techie Aptitude
Advanced ability to plan and coordinate the installation, testing, operation, troubleshooting, and maintenance of hardware and software systems
Advanced knowledge of some or all: Windows/Mac OS, SCCM Administration, RMM, and/or JAMF Administration, Active Directory technologies, Azure/Intune, network infrastructure
Advanced ability to plan or schedule the installation and deployment of new hardware, operating systems and applications software
Experience in a higher education environment

Human Aptitude
Verbal/Written Communication: Advanced
Customer Service: Advanced
Presentation Communication: Intermediate
Analytical/Problem Solving: Advanced
Mentoring: Intermediate
Influence/Persuasion/Forward Thinking: Intermediate
Executive Level Presence: Advanced
Ability to transverse to various locations
Ability to move equipment weighing up to 50 lbs.
Reliable transportation

Education & Certifications
Associate's degree or equivalent experience
Preference for one of the following: A+, Network +, MCSA, CCENT, ITIL

Keywords: Crescent Solutions, Las Vegas , Information Technology Engineer, IT / Software / Systems , Las Vegas, Nevada

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