IT Support Technician III

Job Overview

IT Support Technician III is a senior-level role responsible for delivering advanced technical support and owning key operational processes across endpoint management, identity and access management, and service delivery. This role serves as an escalation point, mentors junior staff, and drives efficiency through process improvement and modern tooling.

Responsibilities

• Own the full employee IT lifecycle, including onboarding, offboarding, role changes, and access management
• Execute secure and compliant access provisioning and deprovisioning across Active
• Directory, Microsoft Entra ID, and related systems
• Administer IAM, endpoint management, and device compliance using Microsoft Intune
• (MDM/MAM)
• Manage and support Jira Service Management (JSM), including ticket queues, SLAs, and request workflows
• Install, configure, maintain, and troubleshoot hardware, software, and end-user devices
• Provide advanced troubleshooting for complex desktop, network, and application issues; serve as escalation point for Tier I/II
• Assist in mentoring junior technicians and provide leadership support in the absence of the Support Leader.
• Deliver timely technical support via ticketing system, email, and in-person interactions
• Troubleshoot LAN/WAN and connectivity issues in accordance with company standards
• Perform system administration tasks, including account management, permissions, and endpoint security configurations
• Support remote and hybrid workforce technologies, including device provisioning and secure access
• Maintain and support communication systems, including conference room A/V and mobile devices
• Perform software deployments, updates, patching, and hardware replacements
• Support email administration and data governance practices, including access controls and distribution groups
• Assist with physical access systems, including badging and facility access coordination
• Maintain accurate documentation of systems, assets, and procedures
• Provide end-user training and promote effective use of technology
• Partner with HR, Facilities, and Security to support operations and compliance
• Contribute to process improvements, trend analysis, and scalable support practices
• Manage workload effectively to meet service level expectations
• Maintain professional conduct and strong customer service in all interactions

Skills and Requirements

• 3+ years of IT support experience in a fast-paced environment
• Strong experience with Active Directory and Microsoft Entra ID (Azure AD)
• Hands-on experience with Microsoft Intune (MDM/MAM)
• Experience with Jira Service Management (JSM) or similar ITSM tools
• Solid desktop support experience (Windows and macOS/iOS)
• Familiarity with endpoint management tools (SCCM, KACE, Lansweeper)
• Understanding of networking fundamentals (LAN/WAN, VPN)
• Experience supporting Microsoft Office and Teams
• Strong troubleshooting, communication, and organizational skills.
• Experience supporting GenAI tools i.e. ChatGPT, Claude, and Microsoft 365 Copilot.

Preferred:

• Associate’s degree in IT or related field (or equivalent experience)
• Experience with IAM and security best practices

Note: All offers are contingent upon successful completion of a background check

*Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.

AGS is an equal opportunity employer

Headquartered in Las Vegas with offices and employees around the world, AGS is a global company focused on creating a diverse mix of entertaining gaming experiences for every kind of player. Our roots are firmly planted in the Class II Native American gaming market, but our customer-centric culture and growth have helped us branch out to become a leading all-inclusive commercial gaming supplier. Powered by high-performing Class II and Class III slot products, an expansive table products portfolio, real-money gaming platforms and content, highly rated social casino solutions for operators and players, and best-in-class service, we offer an unmatched value proposition for our casino partners.

AGS’ award-winning employee culture is unmatched among gaming equipment suppliers. The Company has won numerous awards for its employee experience, including 8 consecutive years (2017- 2024) as the ‘Best and Brightest Companies to Work For in the Nation® and ‘Atlanta’s Best and Brightest Companies to Work For®; winning ‘Top Workplaces Nevada’ and ‘Top Workplaces Atlanta’; and earning Glassdoor’s ‘Best Places to Work’ Employees’ Choice Award 2020 based on confidential, unsolicited employee reviews.