Senior IT Support Specialist — In-Office Henderson, NV

Employers-Insurance-Group-; Henderson (NV); On-site; USD 60,000 - 90,000; Full time

Job summary

EMPLOYERS is seeking an IT Support Specialist III for in-office work in Henderson, NV. The role delivers end-to-end support, resolves incidents within SLAs, and partners with end-users and IT teams to keep systems running smoothly.

The ideal candidate has 5+ years of experience, strong customer service, excellent communication and analytical skills, and experience with help desk software and ITIL practices.

Qualifications

• 5+ years' experience in IT support or related role.
• Strong customer service ethic and communication skills.
• Ability to prioritize and resolve issues quickly.
• Excellent verbal communication and analytical problem-solving.
• Experience using help desk ticketing software and incident escalation.
• Familiarity with ITILv3 or related service delivery frameworks.

Responsibilities

• Troubleshoot and resolve IT issues via phone, web, and in-person channels.
• Ensure incidents and service requests are resolved within SLAs.
• Report on help desk health using uptime and ticket metrics.
• Train staff on new product and service technologies.
• Coordinate with IT and business personnel on incident impact.
• Track and report all open/closed incidents to leadership.
• Develop incident management policies, processes, and guidelines.
• Evaluate issues using value, impact, and risk criteria.
• Develop service strategies to mitigate software, hardware, and networking issues.
• Foster cross-department collaboration to achieve goals.
• Mentor team members and ensure regulatory compliance.

Skills

Customer service

Issue prioritization

Verbal communication

Analytical thinking

Help desk software

Incident escalation

Project management

ITIL familiarity

Teamwork / independence

Tools

Help desk ticketing software

Web conferencing tools

Job description

EMPLOYERS is seeking an IT Support Specialist III for in-office work in Henderson, NV. The role delivers end-to-end support, resolves incidents within SLAs, and partners with end-users and IT teams to keep systems running smoothly.

The ideal candidate has 5+ years of experience, strong customer service, excellent communication and analytical skills, and experience with help desk software and ITIL practices.