Senior Analyst - Deskside

About the Role

The primary responsibility of the Senior Analyst – IT VIP Support is to deliver high-priority, white-glove IT support to executive leadership, VIP users, and internal team members, enabling them to perform their responsibilities effectively. This role provides responsive, discreet, and reliable deskside support while resolving complex hardware, software, and network issues with a strong commitment to quality and complete resolution. The position requires advanced technical expertise, strong interpersonal engagement, and exceptional troubleshooting skills, and is routinely assigned the most complex and executive-level support challenges. Additionally, the Senior Analyst serves as a senior escalation point, providing leadership, coaching, and mentorship to junior analysts to ensure consistent service quality and adherence to service level expectations. All duties are to be performed in accordance with departmental and The Venetian Resort's policies, practices, and procedures.

Responsibilities

• Provide direct IT support to Executives, VIP users, and critical business stakeholders
• Maintain strict confidentiality when supporting executive leadership
• Diagnose and resolve complex hardware, software, network, and mobile device issues
• Install, configure, and maintain desktops, laptops, printers, and peripheral devices
• Maintain ownership of incidents through resolution
• Communicate status, actions, and resolutions clearly to end users
• Escalate issues appropriately to ensure timely resolution
• Serve as escalation point for junior analysts
• Provide technical guidance, coaching, and mentorship
• Lead or assist with project implementation
• Manage and prioritize ticket queues to meet SLA requirements
• Assist with documentation, knowledge base updates, and ensure all activities are accurately documented within the ticketing system
• Safety is an essential function of this job
• Consistent and regular attendance is an essential function of this job
• Performs other related duties as assigned

Qualifications

• 21 years of age
• Eligible to work in the United States
• Associate's degree or equivalent experience; relevant certifications preferred
• 7+ years of progressive IT support experience, including executive or VIP support
• Experience supporting Windows OS, Microsoft Office, desktop, laptop, and mobile devices
• Network troubleshooting experience
• Strong problem-solving and communication skills
• Ability to work in high-pressure environments
• Ability to communicate clearly and effectively in English, both in spoken and written form
• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience
• Must be able to work varied shifts, including nights, weekends and holidays

Physical Requirements

• Must be able to lift or carry 50 pounds, unassisted, in the performance of specific tasks, as assigned
• Physically access all areas of the property and drive areas with or without a reasonable accommodation
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts
• Ability for prolonged periods of time to walk, stand, stretch, bend and kneel
• Work in a fast-paced and busy environment
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke