IT Support Specialist III

IT Support Specialist III | In Office - Henderson, NV

General Summary

The Associate Engineer, Desktop Engineering owns imaging, deployment, and patch and configuration management for our Windows fleet, and administers our VDI environment, including gold image updates and application delivery. They work independently, act as an escalation point for complex end-user computing issues, and use automation and AI-assisted tools to keep a lean team efficient at scale. They provide backup support for Mac and mobile and cover the Service Desk when needed.

Must be located in and around the Las Vegas / Henderson, NV area and work IN OFFICE

Non-negotiable Requirements:

• Hands-on SCCM and Intune for monthly Windows patching. Has run the full Patch Tuesday cycle on a laptop and PC fleet using SCCM (software update groups, ADRs, collections, maintenance windows) and Intune (update rings, feature update policies), ideally in a co-managed environment.
• Out-of-band patching and fleet compliance. Has deployed emergency or zero-day patches outside the monthly cycle with piloting, phased rollout, and rollback, and can track, remediate, and report patch compliance to security and leadership.
• VDI administration with Omnissa Horizon or similar. Has managed a production VDI environment day to day, including pool and farm management, user session troubleshooting, and platform health.
• VDI gold image and application delivery. Has built, updated, and patched gold images and delivered applications through layering technology such as App Volumes AppStacks, with a repeatable process for testing and publishing changes.

Preferred: Patch My PC or a comparable third-party patching solution.

Essential Duties and Responsibilities

• Troubleshoot and resolve IT issues via phone, web, and in-person channels.
• Ensure all incidents, problems and service requests are resolved against SLAs.
• Report on health of the help desk and support using uptime and ticket-related performance metrics.
• Proactively learn and train other staff members on new product and service technologies.
• Partner with IT and business personnel to discuss the impact of incidents on products and services.
• Track and report all open and closed incidents to leadership teams.
• Develop business support standards, processes and procedures, and guidelines for incident management.
• Evaluate trade-offs between issues using value, impact, and risk criteria.
• Develop service strategy to mitigate software, hardware, and networking issues.
• Please select applicable essential duties verbiage from dropdown.
• Assist in the development of policies and procedures.
• Foster cross-departmental collaboration to drive success and achieve organizational goals through partnership.
• Train, guide, and mentor team members and staff.
• Ensure compliance with all regulatory and company requirements.
• Mentor team members and serve as a Subject Matter Expert within the department.
• Other duties as assigned.

Work Environment

This position is required to be in-office full time with minimal travel to other office locations/meeting locations occasionally. This role potentially and will routinely use office equipment such as computers, phones, printers, and web conferencing technology as examples.

• This is largely a sedentary role; however, some mobility is required
• May work early, late, or occasional weekend hours to accommodate business needs
• Occasional lifting of a maximum of 30lbs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Pay Rate: $28.00 - $44.00 and a comprehensive benefits package, please follow the link to our benefits page for details! EMPLOYERS Benefits

About EMPLOYERS

As a dynamic, fast-growing provider of workers'' compensation insurance and services, we are seeking a goal-oriented individual willing to put their ideas to work!

We offer a positive, challenging work environment, combined with an opportunity to build your career as you help us grow our business, in innovative and imaginative ways that are uniquely EMPLOYERS!

Headquartered in Nevada, EMPLOYERS attributes its long-standing success to its most valuable resource, our employees across the United States. EMPLOYERS is known for the quality service and expertise we provide to our clients, and the exemplary work environment we provide for our employees.

We live and breathe our core values: Integrity, Customer Focus, Collaboration, Initiative, Accountability, Innovation, and Personal Fulfillment. These are the pillars that support how we do business with our clients as well as how we treat each other!

At EMPLOYERS, you'll discover an energetic environment that inspires top achievement. As "America's small business insurance specialist", we have the resources, a solid reputation and an expanding nationwide identity to enrich your work/life and enhance your career. About EMPLOYERS