Regional SNV Technical Support

Position Summary: This position is responsible for providing caliber high-level daily support to all DLC Southern Nevada Technology Support. In addition, this position is responsible for setting up SNV-DLC new stores Technology and work with DLC-IT Team to make sure all new technology setups at the store level are fully deployed and functional.

Prime responsibility also includes supporting software, hardware, and network assistance. The Regional Technical Support Specialist must rely heavily on experience, knowledge, and judgement as well as pre-established procedure and instructions to identify, research, and resolve technical problems present through Help Desk tickets, and will document, track, and monitor the problems to ensure a timely resolution.

Essential Duties and Responsibilities:

• Setting up new store’s technology. Work and coordinate with DLC-IT Team.
• Provide Technical Support throughout all DLC stores’ location.
• Identify and support continuous improvement and innovation activity – opportunities to enhance or transform our hardware testing activities.
• Be a key point of support for the Operations teams on all technical issues. Communicate actively across all site teams, creating and updating process flows and work instructions as required.
• Be able to travel to stores in ‘DLC Tech van’ around SNV area, may travel to Southern Utah and take ownership of each store’s daily IT operations including weekends.
• Troubleshoot and resolve trouble tickets related to issues with hardware, software, phones, and the network.
• Verify with the store and user that the issues have been resolved and update the ticketing system.
• Be a key point of support for the Operations teams on all technical issues. communicate actively.
• Ability to complete multiple simultaneous projects and tasks in a timely manner.
• Assist DLC users in a professional and service driven manner.
• Follow internal DLC policies and procedures, as well as external compliance regulations to avoid vulnerabilities and ensure that DLC used technology meets compliance standards.
• Assist other members of the IT department to complete assignments, projects, to meet goals and objectives.
• Be able to provide weekly updates to reporting Manager.
• Develop and support test methods for testing new and refurbished hardware, including data collection and data retention.
• Manage confidential information.
• Regular and consistent attendance.
• Other duties as assigned.
• Must be able to work between 8:00 a.m. to 6:00 pm during Store’s business hours. On-call availability on weekends rotation support schedule.

Additional Duties:
Additional duties are required when there are times that Southern Nevada support is less and need to help with DLC other region IT support.

• Be able to support IT tickets SNV, NNV, Utah, Idaho, and Wisconsin remotely using remote access connections.
• must be able to utilize advanced monitoring tools and perform maintenance on all DLC workstations and devices. Knowledge of MDM is required.
• Be able to perform advanced monitoring and maintenance on all DLC workstations and support.

Requirements for Education and/or Experience:

• 5 to 7 years of experience in information technology and technical support.
• Computer Science, or a related discipline, or equivalent professional experience.
• Proficiency in Microsoft Windows 11 Pro and the Microsoft 365 suite.
• Hands-on experience with Microsoft Azure Cloud user administration and Office 365 mailbox setup.
• Solid working knowledge of desktop hardware, including laptops, workstations, printers, and scanners.
• Strong understanding of network topology, switches, firewalls, and wireless devices.

Specialized Knowledge, Skills, and Experience:

• Must be able to be self-starter with minimum supervision.
• Maintain valid Nevada driver’s license and insurance.
• Good oral and written communication skills.
• Good investigative and customer service skills.
• Flexible with processes and the opportunity to create new processes.
• Friendly attitude and excellent interpersonal skills.
• Superior work ethic.

Additional requiems:

• Active Nevada Driver license and maintain continuous, state-specific liability insurance.