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Las Vegas, NV


Permanent Full-Time



ASTOUND is a global experience design agency that specializes in the design and execution of memorable experiences for companies to share with their customers. ASTOUND is a multi-faceted business whose services include architectural fabrication, brand strategy and development, retail design and store rollouts, digital engagements, trade show booths, branded events and environments.

ASTOUND’s offices span North America, with fabrication facilities that exceed 600,000 square feet. Key office locations include Las Vegas, Portland, and Toronto. ASTOUND’s projects span over 40 countries and their clients are some of the most well-recognized brands across multiple industry sectors including consumer products, sports and entertainment, telecommunications, and technology.

We are currently on the lookout for a talented IT Support Analyst to help support our IT organization. The Support Analyst will report to the Manager of End User Support and is responsible for providing onsite support within the office and for remote users.


  • Bachelor’s Degree from a four-year college or university preferred. High School Diploma or Equivalent with relevant work experience is required.
  • 3+ years of experience in previous deskside support, virtual support and/or help desk experience a requirement.
  • Strong knowledge of Microsoft 365, Teams and Windows 10. Microsoft Access, Project, Visio, Power BI knowledge an asset.
  • Mobile device knowledge and experience - iOS and Android.
  • Knowledge and experience with ServiceNow.
  • CompTIA A+, ITIL certification an asset.
  • Thorough understanding of networks, file servers and wireless technology; previous exposure to the Windows networking environment.
  • Aptitude for learning software quickly with minimal instruction.
  • Proficient knowledge of computer hardware - PC’s, printers, peripherals, laptop imaging, etc.
  • Ability to work effectively, both independently and as part of a diverse team. Strong team player.
  • Passionate interest in user's needs and in providing customer service excellence.
  • Aptitude for learning and adhering to existing standardized policies, processes and procedures.
  • Excellent interpersonal skills.
  • Excellent communication skills - written and oral.
  • Strong troubleshooting/problem solving skills and analytical ability.
  • Strong work ethic and thrives on challenges.
  • Solid organizational skills; ability to prioritize, multi-task and work in a busy, fast paced environment.
  • Desire to learn and expand knowledge of the firm and the technology environment in use; develop an understanding of the business requirements of the firm.
  • Flexibility to work on weekends and statutory holidays when required.
  • Ability to work collaboratively with individuals and teams at all levels of the organization.
  • Highly motivated, responsive and conscientious, with a commitment to delivering excellent service.
  • Knowledge of sales systems is an asset (Salesforce).
  • Enthusiastic learner with superior creative, problem solving, critical thinking, and analytical skills.
  • Has demonstrated consistent above average performance evaluations in previous roles.
  • Ability to work in an environment characterized by constant change and tight deadlines.
  • Organizational and time management skills: Ability to set priorities and plan well in advance to meet multiple shifting deadlines.
  • Detail Oriented – Keen attention to detail required.
  • Communication and interpersonal skills: Able to provide clear, concise, accurate and timely oral and written communication.
  • Strong team player with innovative ideas who can partner with others (internal and external) to achieve objectives as well as ability to work autonomously.
  • Evidence of continued growth through education, skills training, and professional development.


  • Troubleshoot and resolve Level 1/2/3 support issues from various support channels (phone calls, chats, self-service tickets); document and escalate issues further as required.
  • Record all incident tickets under the appropriate severity into the ServiceNow call tracking system.
  • Configure and image PC’s with the required core environment image and practice specific software.
  • Provide technical support for various practice specific software applications and firm proprietary software. Install and configure software, updates and patches.
  • Troubleshoot various IT hardware issues with PC’s, printers, peripherals, etc.
  • Provide device and app support for various types of mobile devices - both iOS and Android.
  • Provide support for audio-visual setups, system hardware and connectivity issues in meeting rooms.
  • Provide technology training/onboarding to new hires (one-on-one or group sessions), either in-person or virtually through online sessions.
  • Provide support for telecom issues as required.
  • Assist with asset management and inventory tracking as required.
  • Actively participate in various local and national IT projects/virtual teams as required.
  • Liaise with the extended IT team country-wide.
  • Participate in the after-hours on-call program.
  • Keep up to date with innovative technologies and trends in the world of information technology.
  • Inspire your team and influence them to perform at their best each and every day; this will ultimately determine the success of the IT organization.
  • Maintain a positive mindset, encourage teamwork, and act as an impeccable brand ambassador for ASTOUND.
  • Willingness to travel within North America and overseas.
  • Other duties as assigned.

The compensation package will be commensurate with experience. Our employees are entitled to a standard set of benefits, including health and dental insurance and 401(k) with company match.


At ASTOUND, our commitment to diversity, equity, and inclusion is helping us to create not only a great place to work, but also an environment where our employees, customers and the communities we operate exist in a safe, productive and enriching environment for everyone. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.


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