Service Desk & Deskside Support Analyst

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Fusion HCR is Hiring!

Role: Service Desk & Deskside Support Analyst
Location: Las Vegas, Nevada
Industry: Gambling Facilities and Casinos

A leading integrated resort in the hospitality and gaming industry is seeking a dependable IT professional to support overnight operations. This full-time role provides on-site technical assistance to team members and guests across the property, helping maintain the availability of critical business, hospitality, gaming, and guest technology systems. The analyst will deliver Tier 1 and Tier 2 support, troubleshoot hardware, software, and connectivity issues, manage incidents and service requests, and coordinate with internal teams, vendors, and on-call resources. The position requires flexibility to work overnight shifts, weekends, holidays, and other schedules based on business needs.

Position Overview

Fusion HCR is seeking an Overnight Service Desk & Deskside Support Analyst to serve as a key on-site IT resource during overnight operations. The position supports both Service Desk and Deskside Support functions, providing responsive, customer-focused assistance to team members and guests across a fast-paced resort environment. Responsibilities include receiving and managing incidents and service requests, performing hands-on troubleshooting, supporting Windows workstations and peripherals, and assisting with Microsoft applications, IBM iSeries environments, hospitality and gaming applications, guest connectivity, Wi-Fi, and printing services. The analyst will document all activity in ServiceNow, participate in major incident response, communicate status updates, and escalate issues when appropriate. Success in this role requires strong problem-solving ability, professionalism, dependable attendance, and a commitment to service quality.

Key Responsibilities

  • Serve as the primary point of contact for IT incidents, service requests, and status updates.

  • Provide on-site overnight support for service interruptions, critical incidents, and business-impacting technical issues.

  • Deliver Tier 1 and Tier 2 troubleshooting for hardware, software, connectivity, workstations, peripherals, and Microsoft technologies.

  • Support IBM iSeries environments, hospitality and gaming applications, guest connectivity, public Wi-Fi, and printing services.

  • Log, prioritize, document, and manage incidents and requests in ServiceNow.

  • Provide first-call resolution whenever possible and escalate issues to on-call teams or vendors as needed.

  • Participate in major incident response and communicate resolution progress to stakeholders.

  • Complete service requests, project tasks, and operational activities within established service levels.

  • Provide hands-on assistance to remote and on-call teams requiring an on-site presence.

  • Maintain accurate troubleshooting records, time tracking, work records, and service documentation.

  • Deliver professional customer service to guests, team members, vendors, and business partners.

  • Support IT Service Management processes, workplace safety, and departmental standards.

Required Qualifications

  • At least 21 years of age and authorized to work in the United States.

  • Associate degree in Information Technology, Management Information Systems, Computer Science, or a related field; equivalent experience may substitute for education.

  • At least two years of experience in technical support, service desk, or desktop support.

  • Experience supporting Microsoft operating systems, applications, hardware, and related technologies.

  • Knowledge of IT Service Management principles and practices.

  • Experience in highly regulated environments, including MICS, PCI, SOX, or similar frameworks.

  • Strong analytical, troubleshooting, prioritization, and problem-solving skills.

  • Excellent communication, active listening, interpersonal, and customer service abilities.

  • Ability to explain technical concepts clearly to non-technical audiences.

  • Ability to work independently and collaboratively in a fast-paced environment.

  • Dependable, punctual, adaptable, detail-oriented, and committed to quality service.

  • Ability to obtain and maintain required gaming registrations, certifications, or licenses.

  • Flexibility to work overnight shifts, weekends, holidays, and varying schedules.

  • Ability to lift or carry up to 20 pounds and move throughout the property for extended periods.

Why Join Us

  • Opportunity to support technology operations within a large-scale hospitality and gaming environment.

  • Hands-on exposure to enterprise service desk, deskside support, hospitality, gaming, and guest technology systems.

  • Collaborative work with internal IT teams, business partners, vendors, and on-call resources.

  • Opportunity to contribute to incident management, service delivery, and major incident response.

  • Professional environment focused on dependable service, guest satisfaction, and operational excellence.

  • Access to [suggestion: comprehensive benefits and career advancement opportunities].

  • Potential for long-term growth within a global hospitality and entertainment organization.

Job ID: 6168