Information Technology Support Specialist | Las Vegas, NV

At a Glance

• Location: Las Vegas, NV
• Discipline: Information Technology
• Ownership: 100% employee-owned (ESOP)
• Travel: Up to 10%
• Work Schedule: Full-time in office
• Sponsorship: Not available

What You'll Do

• Field incoming help requests from end users via both telephone and work orders in a courteous manner
• Process support tickets using Zendesk
• Document end user identification information and the nature of each problem or issue
• Build rapport with help desk customers and gather the details needed to troubleshoot issues
• Prioritize and schedule problems, and escalate issues to the appropriately experienced technician when required
• Record, track, and document the problem-solving process, including decisions, actions taken, and final resolution
• Use diagnostic utilities, software updates, drivers, knowledge bases, and online resources to aid in problem resolution
• Identify and learn the software and hardware used and supported by the organization
• Perform hands-on desktop fixes, including installing and upgrading software, implementing file backups, and configuring systems and applications
• Test fixes, perform post-resolution follow-ups, and develop help sheets and knowledge base articles for end users

What You'll Bring (Required)

• High School Diploma, or equivalent, required
• Experience with desktop operating systems including Windows 10
• Experience supporting Microsoft Office
• Good understanding of the organization's goals and objectives
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
• Strong documentation skills
• Occasional after-hours support as needed
• Prior application support experience
• Knowledge of basic computer hardware
• Proficient in Microsoft and MS Office Suite including but not limited to Word, Excel, and Outlook
• Ability to travel up to 10% with occasional overnight stays

Preferred

• Associate's Degree, or certificate, preferred
• Working knowledge of a range of diagnostic utilities preferred

About The Team

• IT teams supporting a 100% employee-owned firm with 100+ offices nationwide
• Support the tools and infrastructure behind engineering work at national scale
• Collaborate on innovation initiatives including our IDEA Program and MEG, our internal AI assistant
• A firm that invests in technology as a differentiator, not an afterthought

Why IMEG

• We put people at the center of who we are, creating positive outcomes for people, communities, and our planet. As a 100% employee-owned firm, every team member shares in that mission as an owner.
• Employee ownership (ESOP) with a 3% to 6% company contribution, plus year-end profit sharing
• IDEA Program: a firm-wide innovation accelerator where employees across every discipline develop and scale new tools, from VR and AI to carbon-reduction technology
• Dress for Your Day
• Medical, dental, and vision with preventive care at 100%, plus a $50/month wellness credit and Calm subscription
• A year-round Employee Recognition Committee that builds culture at every office
• MEG: our AI-powered assistant that helps you find information, access project and people data, and navigate workflows fast

Pay

• State of Nevada Salary Range: $67,000 – $72,000
• Minimums and maximums may vary based on location. Individual pay will be based on several factors including experience, knowledge, skills, and abilities of the applicant.
• Other rewards may include annual bonuses and stock ownership options.