End User Support III

Link Technologies (), a Las Vegas-based IT consulting firm, is currently seeking an experienced End User Support Technician III to join our team.

The End User Support Technician III will be responsible for delivering advanced desktop and end-user support across a large, fast-paced environment. This position requires a strong background in hardware and software troubleshooting, excellent communication skills, and the ability to provide high-quality technical support to internal users. The ideal candidate will have hands-on experience with Windows and macOS systems, strong organizational abilities, and a proactive approach to resolving technical issues efficiently.

This position will be for our swing shift, with hours ranging from 3 PM to 11 PM or occasionally from 6 PM to 2 AM and other similar shifts.

PRIMARY JOB DUTIES

• Provide leadership and technical support for the end user services team, assisting management in coordinating daily activities and ensuring timely resolution of complex issues.
• Act as an escalation point for service requests, providing advanced troubleshooting and mentoring to junior technicians.
• Deliver professional, in-person technical support to staff, resolving both hardware and software issues across desktop and mobile environments.
• Coordinate with various departments to diagnose and resolve application, network, and system-level problems.
• Install, configure, and maintain end-user systems, including desktops, laptops, printers, scanners, and peripheral devices.
• Troubleshoot technical issues and perform repairs or replacements to maintain system reliability and compliance.
• Upgrade hardware and software to ensure compatibility, stability, and optimal performance.
• Serve as the first point of contact for technical issues, managing and tracking incidents and service requests within ITSM platforms.
• Maintain accurate documentation of systems, configurations, and licensing information.
• Create and update internal knowledge base articles, procedural checklists, FAQs, and end-user training documentation.
• Collaborate closely with other IT teams, including network operations, application support, and engineering, to resolve escalated issues and improve system performance.
• Provide on-site support during scheduled events, high-volume periods, or special projects as required.
• Use personal mobile devices when necessary to receive notifications, access systems, or perform operational tasks in the field.

QUALIFICATIONS

• Must be 21 years of age or older
• Availability to work all shifts, including nights, weekends, and holidays, is required
• Minimum three (3) years of experience in Information Technology, including at least six (6) months within a corporate IT department
• Leadership experience is required, with demonstrated ability to guide and support a technical team
• Prior experience providing IT support in a hospitality or resort environment strongly preferred
• Strong working knowledge of Windows and macOS operating systems
• Experience installing, configuring, and troubleshooting hardware, software, and peripheral devices
• Ability to manage and resolve incidents and requests using ITSM or ticketing systems
• Strong customer service focus with excellent interpersonal, written, and verbal communication skills
• High attention to detail with proven ability to prioritize and multitask in a busy environment
• Reliable, self-motivated, and capable of working independently or as part of a team
• Able to handle high-pressure situations and customer escalations with professionalism and composure
• Ability to obtain and maintain any required work cards, credentials, or security clearances
• Reliable transportation and ability to travel across facilities as needed
• Capable of lifting up to 40 lbs. and walking or standing for extended periods to provide on-site technical assistance
• Professional appearance and demeanor are mandatory
• CompTIA A+ certification and familiarity with Apple products and related software are preferred but not required

Link Technologies is an equal opportunity employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, gender identity or expression, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by law.