Description

Position Summary

This position reports to the Infrastructure Manager and provides initial response, triage, and 1^st level systems, network, workstation, and peripherals support to employee and client users. This role requires good technical knowledge, communication skills, and attention to detail. As the most visible part of ResortCom IT, the End User Support Specialist must provide excellent customer service and independently prioritize competing tasks.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide 1^st level technical support on business applications to internal and external customers.
• Deploy, configure, diagnose, and support end user technologies, including (but not limited to):
  • Computer hardware and peripherals
  • Desktop Operating Systems (e.g. Windows) and applications
  • Office 365 e-mail and applications
  • Hard phones and soft phones
  • Physical and virtual servers
  • Network devices
  • Printers, Scanners and Fax Machines
  • Audio and video presentation systems for conference rooms.
• Provide general training on major operating systems and applications.
• Frequently assist users at their desk or office throughout ResortCom campus.
• Perform moves of employee workstations and peripherals.
• Perform triage for new IT tickets: assign priority and assess for resolution or escalation.
• Perform basic administrative functions on internal systems, including Office 365, Bitrix, ResortConnect, and ResortApp
• Function as a member of the Infrastructure team: identify and document systemic issues and suggest improvements and changes to improve user satisfaction.
• Complete timely documentation for all work performed in standard ticketing systems.
• Perform all work in accordance with company and IT policies and procedures.
• Available to rotate after-hours / on call work on a rotating basis.
• All other duties and projects as assigned by management.

Other Duties

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

Your Career with the Employer of Choice Awaits!

Our Core Values: We pride ourselves on living the RCLIFE! We are RESOURCEFUL and COMMUNICATE! We LEAD with INTERGRITY while having FUN and love to EMPOWER our team members to be their very best every day!

Employer of Choice Benefits: We dont just say we are the Employer of Choice; we back it up with our benefits that are second to none! See the PERKS that makes us different!

Health is Wealth- We pay 85% for our employees Medical, Dental and Vision Benefits, while also paying for 50% for dependents! We ensure all team members with employer paid Life Insurance while also providing FREE onsite flu shots.

Vacation- We provide a Complimentary Vacation week at one of our managed resorts with various discounted rates on food and excursions!

Discounts- We have several relationships with numerous vendors that provide our team members discounts on enjoying life! We have discounted rates with a local childcare and gym vendors.

Qualifications

Required Education and Experience

• High school diploma (or GED or High School Equivalence Certificate)
• At least one year of technical support experience
• Good triage, troubleshooting and problem isolation skill
• Good written and verbal communication skills
• Good skill in the following technologies
  • Windows 10
  • MS Office applications (Word, Excel and Outlook)
• Experience with help desk ticketing systems
• Ability to communicate effectively with clients, employees, vendors, and IT staff
• Good decision making and prioritization skill
• Ability to prioritize objectives & multiple tasks
• Reacts positively to change; demonstrates flexibility and adaptability

Preferred Education and Experience

• Associate’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
• Experience with telco, PBX, or VOIP solutions, preferably in a call center environment
• Any of the following technical certifications, or equivalent experience:
  • Microsoft Certifications
  • Help Desk Certifications
  • ITIL v3 Foundation (or above)
  • CompTIA A , Network
• Bilingual (English – Spanish)

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