Senior IT Help Desk Analyst - Level 2 Support

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

Job summary

Resorts World Las Vegas is seeking a Help Desk Analyst to manage escalated technical issues, provide advanced troubleshooting, and ensure service continuity across business and after-hours operations. You will support frontline technicians and maintain high levels of customer service and system reliability.

The ideal candidate has 3+ years in a Level 2 help desk role, strong Windows/M365/AD knowledge, and experience with ticketing systems, networking, and ITIL practices.

Qualifications

• 3+ years in Help Desk or Level 2 support in an enterprise environment.
• Strong knowledge of Windows, M365, and AD administration.
• Experience with networking basics (TCP/IP, DNS, DHCP, VPN).

Responsibilities

• Serve as primary escalation point for complex issues from Level 1 staff.
• Perform advanced troubleshooting and root-cause analysis across hw/sw/net software.
• Monitor queues to ensure timely response and proper prioritization.
• Guide Level 1 technicians to improve first-call resolution.
• Document incidents, resolutions, and troubleshooting steps clearly.
• Collaborate with internal teams and vendors to resolve high-impact issues.
• Participate in on-call rotation for after-hours support.
• Identify trends and propose long-term solutions or process improvements.

Skills

Windows OS

Microsoft 365

Active Directory

Networking fundamentals

Ticketing systems

PowerShell

Virtualization

SCCM/Intune

ITIL knowledge

Communication skills

Education

Associate or Bachelor's in IT or related field

Tools

ServiceNow

SysAid

Jira

Job description

Resorts World Las Vegas is seeking a Help Desk Analyst to manage escalated technical issues, provide advanced troubleshooting, and ensure service continuity across business and after-hours operations. You will support frontline technicians and maintain high levels of customer service and system reliability.

The ideal candidate has 3+ years in a Level 2 help desk role, strong Windows/M365/AD knowledge, and experience with ticketing systems, networking, and ITIL practices.