Service Desk Technician

Great Gray Group; Las Vegas (NV); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive compensation package

Group medical, dental and vision insurance

401(k) plan with employer contribution

Job summary

Great Gray Group is seeking a Service Desk Technician for its Technology team in Las Vegas, NV. This role serves as the primary technical contact for employees and involves providing IT support for both on-site and remote staff. The position offers a hybrid work model: 4 days in-office and 1 day remote.

Applicants should have at least 2 years of technical support experience and possess strong customer service skills. Great Gray values discipline and collaboration with opportunities for growth.

Qualifications

• 2+ years of experience in IT help desk or technical support.
• Strong knowledge of common business applications and operating systems.
• Excellent customer service and communication skills.

Responsibilities

• Provide first-level IT support for hardware, software, and network issues.
• Offer dedicated technical assistance to executive leadership.
• Support our Sales teams with technical issues both on-site and remotely.

Skills

Customer service

Technical support

Communication skills

Problem-solving

Education

2+ years in IT help desk or technical support

Tools

Ticketing systems

Job description

Service Desk Technician – Technology Team

Great Gray is looking to add a Service Desk Technician to our Technology team. This role serves as the primary technical point of contact for employees in our Las Vegas office, while also supporting others throughout the organization in a remote capacity.

Location

This position will work from our Las Vegas, NV office. Great Gray currently supports a hybrid work model with 4 days onsite, and 1 day remote.

Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.

Responsibilities

Technical Support:

• Provide first-level IT support for hardware, software, and network issues
• Troubleshoot and resolve technical problems in a timely manner
• Maintain accurate documentation of support tickets and resolutions
• Escalate complex issues to appropriate IT teams when necessary

Executive Support:

• Offer dedicated technical assistance to executive leadership
• Prioritize and respond promptly to executive requests
• Ensure executive technology needs are anticipated and addressed
• Maintain discretion when handling sensitive information

Sales Team Assistance:

• Support our Sales teams with technical issues both on-site and remotely in‑the‑field
• Assist with technical aspects of sales presentations and demonstrations
• Ensure sales tools and applications are functioning optimally
• Provide just‑in‑time technical support during client meetings

Onboarding:

• Coordinate and execute technology onboarding for new employees
• Prepare and configure hardware and software for new hires
• Deliver initial training on company systems and tools
• Create and maintain onboarding documentation and checklists

General Administration:

• Manage inventory of IT equipment and supplies
• Assist with implementing IT policies and procedures
• Contribute to continuous improvement of IT service delivery
• Participate in IT projects as needed
• Complete other related duties as assigned

Qualifications & Experience

Required:

• 2+ years of experience in IT help desk or technical support
• Strong knowledge of common business applications and operating systems
• Excellent customer service and communication skills
• Ability to explain technical concepts to non‑technical users
• Experience with ticketing systems and IT service management
• Proven ability to prioritize tasks in a fast‑paced environment

Preferred:

• Technical certification (CompTIA A+, HDI, ITIL Foundation)
• Experience supporting executive‑level staff
• Familiarity with onboarding processes
• Knowledge of sales tools and CRM systems

Personal Attributes:

• Exceptional problem‑solving abilities
• Professional demeanor and presentation
• Adaptability to changing priorities
• Strong attention to detail
• Team‑oriented with a collaborative approach
• Commitment to continuous learning
• Ability to thrive in a fast‑paced, dynamic environment and manage multiple priorities effectively.
• Comfortable navigating ambiguity.
• Entrepreneurial mindset to bring best practice ideas to the team.
• Exhibits our Great Gray attributes: Disciplined Curiosity, Growth Mindset, Results Ownership, Collaboration, Grit

Benefits

• Be an integral part of a high‑growth organization!
• Competitive compensation package
• Group medical, dental and vision insurance
• Employer‑paid life and disability insurance
• Annual well‑being stipend
• Eligible employees may also contribute to a 401(k) plan with an advantageous employer contribution model, upholding our mission to support our employees in retirement

Equal Employment Opportunity Policy

Great Gray Group, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status or other non‑merit factor.

Accommodation Statement

Great Gray is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or need to request an accommodation for any part of our application or interview process, please contact us at: [e-mail]