Field Tech Specialist II

Pahrump Nugget Hotel & Casino; Pahrump (NV); On-site; USD 32,000 - 47,000; Full time

Job summary

Golden Entertainment IT is seeking a Deskside Services Technician II to deliver frontline IT support across our gaming and hospitality properties. You will install, repair, and document hardware and AV systems while ensuring secure desktop environments and prompt customer service.

The role requires collaboration with IT teams, vendor coordination, and adherence to gaming regulations. The position supports day-to-day service operations, with overtime as needed, and requires strong communication

Qualifications

• Minimum 1 year in deskside IT support or related role.
• Experience in casino, hospitality, or guest-facing environments preferred.
• Comfortable working weekends/holidays as needed.
• Strong customer service and communication skills.

Responsibilities

• Provide prompt, courteous desk-side IT support aligned with guest service culture.
• Install, repair, and update hardware and audio/visual equipment at end-user locations.
• Document all work in ticketing systems and purchase records.
• Coordinate repairs with vendors and escalate issues as needed.
• Support users with hardware, software, and information requests; propose solutions.
• Install and terminate network cables and basic telecom systems.
• Assist with inventory management and lifecycle planning for hardware.
• Work overtime as required to support business operations and gaming compliance.

Skills

Technical troubleshooting

ITIL framework

Microsoft Windows

A+ certification

Network+ certification

Customer service

Education

High school diploma or equivalent

Associate degree in Information Technology

Tools

Avaya/Mytel

Crestron

SoundWeb

Infogenesis LMS

Job description

At Golden Pahrump Nugget, LLC , we don’t just offer jobs — we build careers. In a business that’s often about flash, we’re the real deal. With a diverse portfolio of hospitality, gaming, and entertainment properties, we’re powered by people who are passionate, reliable, and ready to make an impact. Whether you're just starting out or looking to take your career to the next level, you’ll find real opportunities here — and a team that’s as invested in your success as you are.Job Description Summary:Summary:As a Deskside Services Technician II, you are a vital part of our IT operations team, serving as the front line of technical support for field offices and business locations. You play a key role in ensuring smooth and secure technology operations by delivering, maintaining, and troubleshooting essential equipment and systems. Your attention to detail, problem-solving ability, and dedication to customer service directly support our operations, empower our users, and uphold the company's standards for reliability and performance.Job Description:Essential Functions and Responsibilities:Provide prompt, courteous service in alignment with the company’s guest service cultureDeliver and install new or repaired equipment at end-user locations; confirm operational readiness and printing functionality across applicationsAccurately document all completed work in systems such as work request and ticketing platforms, purchase records, technical support logs, and inventory databasesRoute unresolved issues to the appropriate team members and collaborate with the User Support Coordinator to ensure proper follow-throughIdentify and resolve performance issues; escalate as needed and assist colleagues in troubleshooting complex problemsCoordinate the repair and return of defective equipment with vendorsSupport user requests for hardware, software, or technical information; recommend solutions as appropriatePartner closely with service management, application support, and other IT teams to ensure timely resolution of user issuesInstall, configure, repair, and update audio/visual equipment, devices, and related softwareMonitor and track hardware lifecycle; assist with replacement planning and procurementBuild and assemble equipment using new hardware; dismantle and dispose of outdated systems per company standardsContribute to achieving service team goals by supporting day-to-day service operationsPromote and maintain secure desktop environments by applying industry best practices and monitoring emerging threatsParticipate in resource planning and identification efforts with team leadsAdhere to company policies, procedures, and regulatory standardsDeliver exceptional customer service with integrity, professionalism, and attention to qualityManage multiple tasks and projects effectively in a dynamic environmentInstall, test, and terminate network cables, including 66 blocks, 110 blocks, patch panels, RJ45 jacks, and other standard terminationsAssist in the installation, maintenance, and troubleshooting of telephone systemsWork overtime and adjust schedule as needed to support business operationsEnsure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position.Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards.Perform other duties as assigned.QualificationsOne year with Golden Entertainment IT or six months in Deskside Services or 1-3 years of related IT experiencePrior experience in a casino, hospitality, or guest-facing environment is strongly preferred.Familiarity with telecommunications systems such as Avaya/Mytel, IP Telephony, SDD Jazz Call Accounting, FCS Voicemail preferred.Experience with A/V systems such as Crestron and SoundWeb control systems is a plus.Knowledge of IT service desk practices (ITIL framework), escalation processes, and technical support channels preferred.Experience in high-security, high-paced environments requiring strict data confidentiality is beneficial.Working knowledge of Microsoft operating systems, Microsoft Office Suite, Adobe software, and enterprise platforms such as Infogenesis, LMS, and gaming systems.Strong technical troubleshooting skills across computer, audio/visual, and telecommunications systems.Ability to prioritize work and clearly communicate plans and progress.Excellent interpersonal, organizational, and customer service skills.Professionalism and confidentiality are essential.Certification in A+, Network+, or Security+ is preferred.RequirementsMust have a reliable mode of transportation; occasional travel requiredMust be available to work all shifts, including weekends and holidays, as assignedHigh school diploma or equivalent required; associate degree or higher in Information Technology or a related field preferredAt least 21 years of ageMust be able to communicate effectively in English, both verbally and in writingMust obtain and maintain all work cards as required by the companyMust be legally authorized to work in the United StatesWork CardsDrivers License10 Year DMV History ReportPhysical RequirementsOccasionally push/pull up to 35lbs.Occasionally lift and/or carry up to 35lbs. at floor, knee, waist, and chest levelsOccasionally Squat, kneel, reach, bend, twistFrequently sit and work at a desk or computerRegularly standing and walkingAbility to communicate using in-person speech, and telephoneAbility to hear, understand, and distinguish speech and/or other sound in personAbility to distinguish between shades of colorAbility to use tools or equipment requiring a high degree of dexterityWork Environment Potential ConditionsIndoorOutdoorSmokyNoisyDisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.Ready to make your next move the right one?If you're looking for more than just a job — and want to be part of a team that values integrity, impact, and opportunity — we’d love to hear from you.The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.