IT Help Desk Associate

Come shape the future of American travel by joining the Brightline West team. We are working to reimagine greener, better, and faster train travel!

After Brightline Florida completed the first passenger rail system connecting Miami and Orlando, Brightline West was formed to connect Las Vegas and Southern California through the nation’s first true high-speed, electric passenger rail system. Reaching speeds of more than 186 miles per hour, this 218-mile high-speed rail service will take passengers from Las Vegas to the Greater Los Angeles area twice as fast as the normal drive time.

We are looking for talented individuals to join Brightline West, who share our pioneering mindset for building something that’s the first of its kind and have a bright vision for redefining the future of American travel.

Company:  

Come shape the future of American travel by joining the Brightline West team. We are working to reimagine greener, better, and faster train travel!

After Brightline Florida completed the first passenger rail system connecting Miami and Orlando, Brightline West was formed to connect Las Vegas and Southern California through the nation’s first true high-speed, electric passenger rail system. Reaching speeds of more than 186 miles per hour, this 218-mile high-speed rail service will take passengers from Las Vegas to the Greater Los Angeles area twice as fast as the normal drive time.

We are looking for talented individuals to join Brightline West who share our pioneering mindset for building something that’s the first of its kind and have a bright vision for redefining the future of American travel.

Your Purpose: 

As an IT Help Desk Associate, you will serve as the primary on-site technology resource supporting Brightline West's headquarters and teammates. You will be responsible for maintaining the reliability, security, and performance of end-user technology, workplace systems, and local infrastructure while delivering an outstanding support experience.

Operating with a high degree of independence, you will own day-to-day IT operations, manage helpdesk activities, support identity and access management processes, and act as the face of IT for headquarters teammates. In partnership with the broader Infrastructure & Cybersecurity team, you will play a key role in enabling business operations by ensuring technology services remain accessible, secure, and efficient.

If you’re a people-person looking for a role where you’ll be empowered to own your zone, inspired to learn, and have the confidence to bounce back from setbacks, this is the perfect opportunity! 

Your Role:

• End User Experience & Technical Support

Serve as the primary IT resource for headquarters teammates, providing responsive support for hardware, software, collaboration tools, mobile devices, conferencing technology, and account-related issues. Deliver an outstanding support experience that enables teammates to be productive and successful.

• Helpdesk Operations & Service Delivery

Manage and prioritize service requests through established ticketing systems and support processes. Ensure timely resolution of incidents and requests while maintaining service levels and communicating effectively with stakeholders.

• Infrastructure & Network Support

Support the stability and performance of local infrastructure, networking, wireless, VPN, and endpoint technologies. Coordinate troubleshooting, maintenance activities, vendor engagement, and escalation of complex issues to the broader IT organization.

• Identity & Access Management

Administer user accounts, access permissions, and authentication services across enterprise platforms. Support onboarding, offboarding, provisioning, deprovisioning, and application integrations while maintaining security and compliance requirements.

• Technology Administration

Support and administer Microsoft 365, endpoint management platforms, collaboration tools, and related enterprise technologies. Assist with configuration management, technology deployments, and operational improvements that enhance the teammate experience.

• Asset Management & Documentation

Maintain accurate records of technology assets, inventory, configurations, and operational procedures. Develop and update documentation, runbooks, and knowledge resources that support operational consistency and scalability.

• Cybersecurity & Compliance Support

Partner with Infrastructure, Cybersecurity, and Governance teams to support approved security controls, access reviews, patching activities, and compliance initiatives. Promote adherence to established policies, standards, and best practices.

• Continuous Improvement & Collaboration

Identify opportunities to improve processes, technologies, and service delivery. Collaborate with cross-functional teams on projects and initiatives that contribute to organizational growth, operational efficiency, and technology modernization.

Please note that this Job Description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the teammate for this job.  Duties, responsibilities, and activities may change at any time with or without notice.  

Managerial Responsibility:  

• None  

Experience & Qualifications 

Required Education and Experience: 

• Minimum 3 years of IT helpdesk, desktop support, or technical support experience within a corporate environment
• CompTIA Network+ certification or equivalent demonstrated networking expertise
• Hands-on experience supporting Microsoft 365 technologies, including Entra ID (Azure AD), Exchange, SharePoint, Teams, and Intune
• Experience administering identity and access management solutions, including Okta or comparable SSO/Identity Provider platforms
• Experience in troubleshooting endpoint devices, networking infrastructure, conferencing technology, and mobile device management platforms
• Proven ability to independently manage priorities, solve technical issues, and deliver high-quality customer service
• Strong written and verbal communication skills with both technical and non-technical audiences

Preferred Education and Experience

• Cisco CCNA certification or equivalent networking experience
• Experience with Cisco switching and firewall environments
• Experience with Okta Workflows, identity automation, and lifecycle management
• Experience supporting macOS and Windows environments utilizing platforms such as Addigy, NinjaOne/NinjaRMM, or Meraki
• Experience with Jira Service Management or other ITSM platforms
• Exposure to vulnerability management, patch management, and cybersecurity operations
• Basic scripting and automation experience using PowerShell, Python, or similar technologies
• Familiarity with compliance frameworks, including SOC 2 Type II, ISO 27001, or similar standards

Knowledge Skills & Abilities: 

• Strong customer service orientation with a commitment to delivering exceptional teammate support
• Ability to operate independently and effectively manage competing priorities in a fast-paced environment
• Solid understanding of networking concepts, including LAN, WAN, wireless networking, VPN, switching, and firewall technologies
• Proficiency supporting Microsoft 365, endpoint management, and collaboration platforms
• Understanding of SSO, SAML, SCIM, identity governance, and access management principles
• Strong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues efficiently
• Ability to document processes, maintain accurate records, and follow established procedures
• Excellent verbal and written communication skills, including strong asynchronous communication habits
• Ability to collaborate effectively with remote team members, vendors, and business stakeholders

Work Environment:
Works in a clean, air-conditioned office space, free of noise, dust, and humidity.

Physical Demands:
While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to stand, talk and hear.  Occasional lifting of light items required.  No specific vision requirements.

Objects weighing 70 pounds or more must be accompanied by a second individual to avoid injury.

Travel:
25%

Combine your experience, innovation, and entrepreneurial spirit by joining our growing team in Las Vegas. Brightline West is pleased to offer a competitive compensation and benefits package, and the opportunity to make a difference while making history as the nation’s first true high-speed, electric passenger rail system.

Brightline is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Brightline will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.