Help Desk Engineer – Desktop Support

Phoenix Staff; Las Vegas (NV); On-site; USD 60,000 - 80,000; Full time

Job summary

Phoenix Staff is seeking a Help Desk Engineer - Desktop Support to provide on-site, high-quality technical support in a busy Las Vegas IT environment. You will support Windows and macOS devices, MS 365 apps, and collaboration tools for a range of users including executives.

You'll shadow an experienced engineer, troubleshoot devices, accounts, and network issues, and document resolutions while maintaining confidentiality and strong customer service.

Qualifications

• 3+ years of hit-end user support or help desk experience.
• Professional communication with executives and senior leaders.
• Experience supporting Windows 11 and macOS environments.
• Skills with Microsoft 365, Intune, Entra ID, and MFA.
• Strong troubleshooting skills and ability to explain technical concepts.

Responsibilities

• Provide responsive, professional technical support to employees and executives.
• Troubleshoot desktops, laptops, mobile devices, accounts, email, and VPN issues.
• Configure, deploy, and support Windows and macOS computers.
• Support Microsoft 365 apps and manage devices with Intune.
• Document incidents and resolutions in the IT ticketing system.

Skills

Help desk support

C-level support

Strong communication

Windows 11

Microsoft 365

Intune

Azure Entra ID

Networking fundamentals

Troubleshooting

Independent worker

Tools

ScreenConnect

Intune

Job description

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

• 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.

Qualifications

• 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.

Preferred Skills

• 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.