Information Technology Support Technician III
AGS - American Gaming Systems, Las Vegas, NV, United States
IT Support Technician III is a senior-level role responsible for delivering advanced technical support and owning key operational processes across endpoint management, identity and access management, and service delivery. This role serves as an escalation point, mentors junior staff, and drives efficiency through process improvement and modern tooling.
Key Responsibilities
Own the full employee IT lifecycle, including onboarding, offboarding, role changes, and access management
Execute secure and compliant access provisioning and deprovisioning across Active Directory, Microsoft Entra ID, and related systems
Administer IAM, endpoint management, and device compliance using Microsoft Intune (MDM/MAM)
Manage and support Jira Service Management (JSM), including ticket queues, SLAs, and request workflows
Install, configure, maintain, and troubleshoot hardware, software, and end-user devices
Provide advanced troubleshooting for complex desktop, network, and application issues; serve as escalation point for Tier I/II
Assist in mentoring junior technicians and provide leadership support in the absence of the Support Leader.
Deliver timely technical support via ticketing system, email, and in-person interactions
Troubleshoot LAN/WAN and connectivity issues in accordance with company standards
Perform system administration tasks, including account management, permissions, and endpoint security configurations
Support remote and hybrid workforce technologies, including device provisioning and secure access
Maintain and support communication systems, including conference room A/V and mobile devices
Perform software deployments, updates, patching, and hardware replacements
Support email administration and data governance practices, including access controls and distribution groups
Assist with physical access systems, including badging and facility access coordination
Maintain accurate documentation of systems, assets, and procedures
Provide end-user training and promote effective use of technology
Partner with HR, Facilities, and Security to support operations and compliance
Contribute to process improvements, trend analysis, and scalable support practices
Manage workload effectively to meet service level expectations
Maintain professional conduct and strong customer service in all interactions
Skills and Requirements
3+ years of IT support experience in a fast-paced environment
Strong experience with Active Directory and Microsoft Entra ID (Azure AD)
Hands-on experience with Microsoft Intune (MDM/MAM)
Experience with Jira Service Management (JSM) or similar ITSM tools
Solid desktop support experience (Windows and macOS/iOS)
Familiarity with endpoint management tools (SCCM, KACE, Lansweeper)
Understanding of networking fundamentals (LAN/WAN, VPN)
Experience supporting Microsoft Office and Teams
Strong troubleshooting, communication, and organizational skills.
Experience supporting GenAI tools i.e. ChatGPT, Claude, and Microsoft 365 Copilot.
Preferred
Associate’s degree in IT or related field (or equivalent experience)
Experience with IAM and security best practices
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Key Responsibilities
Own the full employee IT lifecycle, including onboarding, offboarding, role changes, and access management
Execute secure and compliant access provisioning and deprovisioning across Active Directory, Microsoft Entra ID, and related systems
Administer IAM, endpoint management, and device compliance using Microsoft Intune (MDM/MAM)
Manage and support Jira Service Management (JSM), including ticket queues, SLAs, and request workflows
Install, configure, maintain, and troubleshoot hardware, software, and end-user devices
Provide advanced troubleshooting for complex desktop, network, and application issues; serve as escalation point for Tier I/II
Assist in mentoring junior technicians and provide leadership support in the absence of the Support Leader.
Deliver timely technical support via ticketing system, email, and in-person interactions
Troubleshoot LAN/WAN and connectivity issues in accordance with company standards
Perform system administration tasks, including account management, permissions, and endpoint security configurations
Support remote and hybrid workforce technologies, including device provisioning and secure access
Maintain and support communication systems, including conference room A/V and mobile devices
Perform software deployments, updates, patching, and hardware replacements
Support email administration and data governance practices, including access controls and distribution groups
Assist with physical access systems, including badging and facility access coordination
Maintain accurate documentation of systems, assets, and procedures
Provide end-user training and promote effective use of technology
Partner with HR, Facilities, and Security to support operations and compliance
Contribute to process improvements, trend analysis, and scalable support practices
Manage workload effectively to meet service level expectations
Maintain professional conduct and strong customer service in all interactions
Skills and Requirements
3+ years of IT support experience in a fast-paced environment
Strong experience with Active Directory and Microsoft Entra ID (Azure AD)
Hands-on experience with Microsoft Intune (MDM/MAM)
Experience with Jira Service Management (JSM) or similar ITSM tools
Solid desktop support experience (Windows and macOS/iOS)
Familiarity with endpoint management tools (SCCM, KACE, Lansweeper)
Understanding of networking fundamentals (LAN/WAN, VPN)
Experience supporting Microsoft Office and Teams
Strong troubleshooting, communication, and organizational skills.
Experience supporting GenAI tools i.e. ChatGPT, Claude, and Microsoft 365 Copilot.
Preferred
Associate’s degree in IT or related field (or equivalent experience)
Experience with IAM and security best practices
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