Field Tech Specialist II

At Golden Pahrump Nugget, LLC , we don’t just offer jobs — we build careers. In a business that’s often about flash, we’re the real deal. With a diverse portfolio of hospitality, gaming, and entertainment properties, we’re powered by people who are passionate, reliable, and ready to make an impact. Whether you're just starting out or looking to take your career to the next level, you’ll find real opportunities here — and a team that’s as invested in your success as you are.

Job Description Summary:

Summary:
As a Deskside Services Technician II, you are a vital part of our IT operations team, serving as the front line of technical support for field offices and business locations. You play a key role in ensuring smooth and secure technology operations by delivering, maintaining, and troubleshooting essential equipment and systems. Your attention to detail, problem-solving ability, and dedication to customer service directly support our operations, empower our users, and uphold the company's standards for reliability and performance.

Job Description:

Essential Functions and Responsibilities: 

• Provide prompt, courteous service in alignment with the company’s guest service culture

• Deliver and install new or repaired equipment at end-user locations; confirm operational readiness and printing functionality across applications

• Accurately document all completed work in systems such as work request and ticketing platforms, purchase records, technical support logs, and inventory databases

• Route unresolved issues to the appropriate team members and collaborate with the User Support Coordinator to ensure proper follow-through

• Identify and resolve performance issues; escalate as needed and assist colleagues in troubleshooting complex problems

• Coordinate the repair and return of defective equipment with vendors

• Support user requests for hardware, software, or technical information; recommend solutions as appropriate

• Partner closely with service management, application support, and other IT teams to ensure timely resolution of user issues

• Install, configure, repair, and update audio/visual equipment, devices, and related software

• Monitor and track hardware lifecycle; assist with replacement planning and procurement

• Build and assemble equipment using new hardware; dismantle and dispose of outdated systems per company standards

• Contribute to achieving service team goals by supporting day-to-day service operations

• Promote and maintain secure desktop environments by applying industry best practices and monitoring emerging threats

• Participate in resource planning and identification efforts with team leads

• Adhere to company policies, procedures, and regulatory standards

• Deliver exceptional customer service with integrity, professionalism, and attention to quality

• Manage multiple tasks and projects effectively in a dynamic environment

• Install, test, and terminate network cables, including 66 blocks, 110 blocks, patch panels, RJ45 jacks, and other standard terminations

• Assist in the installation, maintenance, and troubleshooting of telephone systems

• Work overtime and adjust schedule as needed to support business operations

• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position.

• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards.

• Perform other duties as assigned.

Qualifications

• One year with Golden Entertainment IT or six months in Deskside Services or 1-3 years of related IT experience

• Prior experience in a casino, hospitality, or guest-facing environment is strongly preferred.

• Familiarity with telecommunications systems such as Avaya/Mytel, IP Telephony, SDD Jazz Call Accounting, FCS Voicemail preferred.

• Experience with A/V systems such as Crestron and SoundWeb control systems is a plus.

• Knowledge of IT service desk practices (ITIL framework), escalation processes, and technical support channels preferred.

• Experience in high-security, high-paced environments requiring strict data confidentiality is beneficial.

• Working knowledge of Microsoft operating systems, Microsoft Office Suite, Adobe software, and enterprise platforms such as Infogenesis, LMS, and gaming systems.

• Strong technical troubleshooting skills across computer, audio/visual, and telecommunications systems.

• Ability to prioritize work and clearly communicate plans and progress.

• Excellent interpersonal, organizational, and customer service skills.

• Professionalism and confidentiality are essential.

• Certification in A+, Network+, or Security+ is preferred.

Requirements

• Must have a reliable mode of transportation; occasional travel required

• Must be available to work all shifts, including weekends and holidays, as assigned

• High school diploma or equivalent required; associate degree or higher in Information Technology or a related field preferred

• At least 21 years of age

• Must be able to communicate effectively in English, both verbally and in writing

• Must obtain and maintain all work cards as required by the company

• Must be legally authorized to work in the United States

Work Cards

• Drivers License 

• 10 Year DMV History Report

Physical Requirements

• Occasionally push/pull up to 35lbs.   

• Occasionally lift and/or carry up to 35lbs. at floor, knee, waist, and chest levels  

• Occasionally Squat, kneel, reach, bend, twist  

• Frequently sit and work at a desk or computer   

• Regularly standing and walking  

• Ability to communicate using in-person speech, and telephone   

• Ability to hear, understand, and distinguish speech and/or other sound in person   

• Ability to distinguish between shades of color  

• Ability to use tools or equipment requiring a high degree of dexterity 

Work Environment Potential Conditions

• Indoor

• Outdoor

• Smoky

• Noisy

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.

Ready to make your next move the right one?
If you're looking for more than just a job — and want to be part of a team that values integrity, impact, and opportunity — we’d love to hear from you.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.