IT Support Technician III

AGS - American Gaming Systems; Las Vegas (NV); On-site; USD 70,000 - 95,000; Full time

Job summary

AGS - American Gaming Systems seeks an IT Support Technician III to deliver advanced technical support for end users and warehouse tech, owning lifecycle processes and IAM across AD, Entra ID, M365, and Intune.

You will mentor junior staff, manage Jira Service Management queues, and drive process improvements to increase efficiency in a fast-paced onsite environment in Las Vegas, NV.

Qualifications

• 3+ years 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.

Responsibilities

• Own the full employee IT lifecycle, including onboarding, offboarding, role changes, hardware deployment, and access management.
• Provide advanced troubleshooting for complex desktop, network, and application issues; escalation point for Tier I/II.
• Support warehouse technology, including handheld scanners, barcode readers, mobile computers, label printers, workstations, and warehouse apps.
• Perform system administration tasks, including account management, permissions, endpoint security configuration, and policy enforcement.
• Coordinate repairs, replacements, and lifecycle management for warehouse technology assets.

Skills

IT support

Active Directory

Entra ID / Azure AD

Intune MDM/MAM

Jira Service Management

Desktop support

Warehouse tech support

Network basics

Microsoft 365 / Teams

GenAI tools (ChatGPT, Claude)

Troubleshooting & communication

Education

Associate’s degree in IT or related field

Tools

Jira Service Management

SCCM

KACE

Lansweeper

Job description

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 position supports both corporate users and warehouse operations, serves as an escalation point for complex issues, mentors junior staff, and drives efficiency through process improvement and modern tooling. This is a full-time, onsite position based in Las Vegas, NV.

Responsibilities

• Own the full employee IT lifecycle, including onboarding, offboarding, role changes, hardware deployment, and access management
• Execute secure and compliant access provisioning and deprovisioning across Active Directory, Microsoft Entra ID, Microsoft 365, 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, request workflows, and knowledge base content; manage workload effectively to meet service level expectations
• Install, configure, maintain, and troubleshoot hardware, software, peripherals, printers, and end-user devices
• Provide advanced troubleshooting for complex desktop, network, and application issues; serve as escalation point for Tier I/II
• Provide IT support for warehouse technology, including handheld scanners, barcode readers, mobile computers, tablets, label printers, workstations, and warehouse applications, including device setup, configuration, connectivity, printing, and user access issues
• Coordinate repairs, replacements, and lifecycle management for warehouse technology assets, escalating complex incidents to infrastructure teams, application owners, or vendors as appropriate
• Troubleshoot LAN/WAN, wireless, and VPN connectivity issues in accordance with company standards
• Perform system administration tasks, including account management, permissions, endpoint security configuration, and policy enforcement
• Support remote and hybrid workforce technologies, including device provisioning and secure access for offsite users
• Maintain and support communication systems, including conference room A/V and mobile devices
• Perform software deployments, updates, patching, operating system upgrades, and hardware refreshes
• 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 standard operating procedures; provide end-user training and promote effective use of technology
• Assist in mentoring junior technicians and provide leadership support in the absence of the Support Leader
• Contribute to process improvements, trend analysis, and scalable support practices
• Partner with HR and Security to support business operations and compliance

Skills & 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)
• Experience supporting warehouse technology, including handheld scanners, barcode readers, mobile computers, label printers, and related applications
• Familiarity with endpoint management tools (SCCM, KACE, Lansweeper)
• Understanding of networking fundamentals (LAN/WAN, wireless, VPN)
• Experience supporting Microsoft 365, including Office and Teams
• Experience supporting GenAI tools i.e. ChatGPT, Claude, and Microsoft 365 Copilot
• Strong troubleshooting, communication, and organizational skills

Preferred

• Associate’s degree in IT or related field (or equivalent experience)
• Experience with IAM and security best practices
• Experience supporting a warehouse or distribution environment

Note: All offers are contingent upon successful completion of a background check and drug screen