Rover - Deskside Service

The Venetian Resort is a premier luxury hotel and casino resort located in Las Vegas, Nevada. Renowned worldwide for its opulence, exceptional customer service, and immersive entertainment experiences, The Venetian Resort offers guests a destination that combines sophisticated accommodations with world-class amenities and vibrant nightlife. As one of the leading hospitality establishments, it upholds high standards of professionalism, guest satisfaction, and operational excellence. The resort attracts a diverse clientele ranging from tourists and business travelers to VIP guests, requiring a team dedicated to ensuring seamless guest experiences through attentive service and expert support.

The Deskside Service (DSS) Rover position at The Venetian Resort plays a vital role in the Information Technology department, providing essential overnight on-site support. This role acts as a critical liaison between the Service Desk, Deskside Analysts, team members, and guests, delivering prompt, customer-centered technical assistance. The DSS Rover is responsible for managing incident reports, troubleshooting complex technical issues, and facilitating communication between various parties to ensure issues are resolved efficiently and effectively. Working in alignment with the company’s policies and procedures, the DSS Rover’s duties include updating incident statuses, coordinating service requests, maintaining IT inventory, and providing hands-on assistance for hardware and software challenges.

This overnight role demands a highly skilled individual with technical expertise in Microsoft server operating systems, hardware, and core applications used within a hospitality and gaming environment. The ideal candidate will have over two years of demonstrable experience in technical support, strong problem-solving abilities, and the capacity to communicate technical information clearly to non-technical users. Additionally, experience working in a highly regulated environment involving compliance standards such as MICS, PCI, and SOX is critical to success in this role. The position requires flexibility to adapt quickly under pressure, excellent interpersonal skills for effective communication, and a commitment to maintaining a high standard of customer service at all times.

As part of the company’s team, the DSS Rover must be dependable, punctual, and a proactive self-starter capable of thriving in a collaborative team environment. This role includes varied shifts covering nights, weekends, and holidays, reflecting the resort's commitment to providing continuous operational support. The Venetian Resort emphasizes a professional work atmosphere where team members adhere to company standards of conduct, uphold respectful communication, and exemplify the values of integrity and excellence in every interaction. Candidates must also be able to obtain and maintain necessary state and regulatory certifications, including the Nevada Gaming Control Board Registration.

The physical demands of this position are significant, requiring the ability to navigate all areas of the property efficiently, maintain composure during stressful situations, and perform tasks that include walking, standing, bending, and kneeling for prolonged periods. The environment is fast-paced and occasionally exposes employees to factors such as noise, dust, and cigarette smoke, necessitating resilience and adaptability. Overall, the Deskside Service Rover role is an opportunity for motivated IT professionals to join a prestigious hospitality leader, delivering critical technical support to enhance guest and team member experiences at one of Las Vegas’s most iconic resorts.