What are the responsibilities and job description for the Help Desk Engineer - Desktop Support position at Phoenix Staff, Inc.?
Title: Help Desk Engineer - Desktop Support
Location: Las Vegas, NV — On-Site
Type: Full-Time
Compensation: $60,000–$80,000 annually, depending on experience
We are seeking a Help Desk Engineer - Desktop Support to provide high-quality, hands-on technical support in an on-site IT training center environment. This role supports a range of users, including C-level executives and senior leadership, making exceptional communication skills, professionalism, discretion, and customer service essential.
The Help Desk Engineer will troubleshoot and support desktops, laptops, mobile devices, Microsoft 365 applications, collaboration technologies, network connectivity, and specialized business applications. The successful candidate will combine strong technical troubleshooting abilities with the ability to explain technical concepts clearly to users at all levels of an organization.
The selected candidate will have an opportunity to shadow and train alongside an experienced engineer through the end of the year, providing valuable knowledge transfer and hands-on exposure to the environment.
Key Responsibilities
Location: Las Vegas, NV — On-Site
Type: Full-Time
Compensation: $60,000–$80,000 annually, depending on experience
We are seeking a Help Desk Engineer - Desktop Support to provide high-quality, hands-on technical support in an on-site IT training center environment. This role supports a range of users, including C-level executives and senior leadership, making exceptional communication skills, professionalism, discretion, and customer service essential.
The Help Desk Engineer will troubleshoot and support desktops, laptops, mobile devices, Microsoft 365 applications, collaboration technologies, network connectivity, and specialized business applications. The successful candidate will combine strong technical troubleshooting abilities with the ability to explain technical concepts clearly to users at all levels of an organization.
The selected candidate will have an opportunity to shadow and train alongside an experienced engineer through the end of the year, providing valuable knowledge transfer and hands-on exposure to the environment.
Key Responsibilities
- Provide responsive, professional technical support to employees, executives, and senior leadership.
- Troubleshoot desktop, laptop, mobile device, account, email, authentication, MFA, VPN, Wi-Fi, network, and printer issues.
- Configure, deploy, troubleshoot, re-image, upgrade, and replace Windows and macOS computers.
- Set up and support monitors, docking stations, printers, conference room equipment, video conferencing systems, and other office technology.
- Configure and support company-issued iPhones and manage devices using Microsoft Intune.
- Support Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint, Teams, and OneDrive.
- Assist with Microsoft 365 accounts, licensing, device enrollment, policies, Entra ID (Azure AD), and MFA.
- Troubleshoot specialized applications, including Maestro PMS, Daylight, and Scala digital signage.
- Provide remote technical support using ScreenConnect.
- Coordinate with external vendors and service providers when issues require additional technical expertise.
- Document incidents, troubleshooting steps, and resolutions accurately within the IT ticketing system.
- Develop and maintain knowledge-base documentation for common technical issues.
- Identify recurring problems and recommend opportunities for long-term resolution or process improvement.
- Communicate technical information clearly and professionally to both technical and non-technical users while maintaining appropriate confidentiality.
- 3 years of experience in help desk, desktop support, or a similar end-user technical support role.
- Demonstrated ability to support C-level executives and senior leaders with professionalism, discretion, responsiveness, and strong customer service.
- Strong verbal and written communication skills with the ability to translate technical concepts into clear, user-friendly language.
- Hands-on experience supporting Windows 11 and macOS environments.
- Experience with Microsoft 365, Microsoft Intune, Entra ID (Azure AD), and multi-factor authentication.
- Experience configuring and troubleshooting computers, mobile devices, and iPhones.
- Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
- Strong troubleshooting, analytical, and problem-solving skills.
- Ability to prioritize multiple requests, manage competing responsibilities, and work independently in a fast-paced support environment.
- Experience supporting technology within hospitality, resort, casino, or similar service-focused environments.
- Experience with ScreenConnect or comparable remote-support tools.
- Familiarity with Maestro PMS, Daylight, Scala, or similar specialized business applications.
- Microsoft certifications such as MS-900, MD-102, or related credentials.
- Familiarity with emerging AI and automation technologies such as Microsoft Copilot, Power Automate, ChatGPT, or Claude.
Salary : $60,000 - $80,000