IT/AV Technician

IT/AV Technician

Job Description

Category: Information Technology

Status: Exempt

Reports To: Director of IT

Job Description

The IT/AV Technician supports the organization's technology infrastructure by maintaining computer systems, networks, and audio-visual equipment across the property. This role combines IT help desk support with AV system setup and operation, ensuring reliable performance for daily operations, meetings, and events in a fast-paced hotel and casino environment. Responsibilities include troubleshooting technical issues, managing help desk tickets, supporting user account lifecycle processes, maintaining IT and AV inventory, performing proactive system monitoring and maintenance, and delivering real-time AV support for live events across multiple property locations in a 24/7 environment.

Benefits

• Medical
• Dental
• Basic Life Insurance (included with the dental plan)
• Vision
• Short-term Disability
• Combo plan covering accidents, hospitalizations, and critical illnesses
• Paid time off
• Voluntary life insurance
• Eligibility to participate in a 401(k)-retirement plan with company match (after 6 months of successful employment)

This is a full-time, on-site position based in Las Vegas, NV. Candidates must be able to reliably commute or be prepared to relocate prior to their start date. Regular travel between company properties and business units may be required.

Responsibilities

• Install, configure, and maintain computers, laptops, printers, mobile devices, and peripherals.
• Troubleshoot hardware, software, network, and connectivity issues.
• Provide technical support to end users on-site and remotely.
• Set up and operate AV equipment for meetings, presentations, and events (projectors, microphones, video conferencing systems, displays).
• Install and maintain conference room and event space AV systems.
• Ensure proper connectivity between AV and IT systems.
• Assist with network setup (LAN/Wi-Fi, routers, switches).
• Manage inventory, updates, backups, and documentation.
• Manage user accounts, permissions, and basic cybersecurity practices.
• Perform system updates, backups, and routine maintenance.
• Monitor system performance and report issues.
• Maintain documentation of systems and configurations.
• Track and manage IT and AV equipment inventory.
• Coordinate repairs and replacements as needed.
• Ensure equipment is up to date and functioning properly.

• Respond to help desk tickets in a timely manner, prioritizing based on urgency and business impact.
• Log, track, and document issues and resolutions within the ticketing system.
• Provide first-level (Tier 1) support, escalating complex issues to higher-level IT staff when necessary.
• Assist users with password resets, account lockouts, and access issues.
• Support onboarding/offboarding by setting up and deactivating user accounts, email, and system access.
• Maintain and update knowledge base articles and support documentation.
• Troubleshoot common software applications (Microsoft 365, POS systems, printers, etc.).
• Provide remote support using approved remote access tools.
• Follow up with users to ensure issues are fully resolved and provide exceptional customer service.
• Maintain SLAs by meeting response and resolution time targets.
• Identify recurring issues and recommend process or system improvements.
• Support desktop setup, workstation moves, and basic cable management.

• Associate's or Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
• Windows & macOS support experience
• Basic networking knowledge (TCP/IP, Wi-Fi, VPN)
• Experience with AV technologies (Zoom/Teams rooms, projectors, sound systems)
• Strong troubleshooting and customer service skills

• CompTIA A+, Network+, or AVIXA CTS preferred
• Basic knowledge of cybersecurity practices

• Ability to stand and walk for extended periods of time throughout the casino and property.
• Must be able to move throughout all areas of the property, including back-of-house and public areas.
• Use of standard office equipment such as computers, phones, printers, and radios as needed.
• The noise level in the work environment is usually moderate.
• Occasionally exposed to outside weather conditions and varying temperature conditions.
• Ability to lift, carry, push, or pull up to 25 pounds as necessary.

Core Values

• Service - Personalized, warm, and consistent exceptional customer service.
• Value - Committed to deliver quality products for affordable prices.
• Growth - Promote personal development and professional growth for all team members.
• Family - Foster a family-like environment with guests and team members alike.
• Passion - Work with passion and enthusiasm every day.

About the Organization Ellis Island Casino, Hotel & Brewery, our 16 Village Pub locations, Mt Charleston Lodge, and our sister companies, Marker Trax and KOIN, are committed to providing the best goods and services to our guests and clients.

Our casino and food and beverage locations are home to some of Las Vegas's most recognized food, beverages, hospitality, and entertainment! Not only do we serve the highest quality food, but we've been voted the #1 Best Microbrewery of Las Vegas and have the #1 Best Karaoke of Las Vegas.

Marker Trax is a patented casino advance line system that provides technology solutions to casinos to make the gaming experience more convenient and accessible to players.

KOIN offers a full-service financial wallet and integrated payment solution, and aims to provide a convenient, secure and flexible payment solution for both consumers and businesses.

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.