Helpdesk Technician

GENERAL SUMMARY Reporting to the IT Operations Manager, this position is responsible for day-to-day IT support of club operations, ensuring that all incidents and service requests are solved effectively and efficiently. The Helpdesk Technician will be expected to foster inter and intra department collaboration, providing exceptional customer service, leadership, technical support, and team building. This is a hybrid role with on site presence anticipated at fifty percent. Our Culture Our unique culture is at the heart of all we do and is guided by our values and behaviors. It’s what we expect of ourselves and each other every day. We call it our “Code of Culture”. Our Code of Culture includes Our Mantra, Our Actions We Live By, and Pete’s Promise: Our Mantra: Respect The Past Accept Responsibility Pay it Forward Our Actions We Live By: Actions We Live By. It’s who we are when we step into our full power . Keep It Real. Always. We need open and honest discussions. We need courage to speak up and to call things out that aren’t good enough. And we navigate tough conversations with empathy and grace. Think Ahead. Be An Owner. Always be proactive, not reactive; be on the front foot. If we want to be an owner of this business, we must act like it! Stay Humble. Hustle Harder. Show up and do the hard work . Be a gritty, roll-up-your-sleeves kind of crew . Know it’s never about one person–we are a part of a powerful team. One Team. One Voice. Be ONE united team. When we move in the same direction, there are no limits to what we can accomplish. Be Curious. Ask Why. Stay member curious . We seek to understand, and we never settle. We ask questions to truly understand the core of a matter. Pete’s Promise: Service Forward Ruthlessly Consistent Do the Right Thing Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. PRIMARY JOB FUNCTIONS Provide remote and on-site level I and II support to Bay Club employees Escalate and triage incidents to relevant support teams, where required Provide support for common IT tasks (password resets, new user setups, etc.) Troubleshoot network, VOIP, internet connectivity problems, and peripherals (printers, scanners, and other devices) Document, track, and monitor support requests, and provide timely feedback to end users during and upon resolution Manage and deploy hardware and software following established procedures Create technical documentation for new and undocumented solutions MINIMUM QUALIFICATIONS To perform this job successfully, an individual must be able to perform each primary job function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. SKILLS & KNOWLEDGE Excellent verbal and written communication skills Proven ability to: work independently as well as part of a team, effectively multi-task, consistently meet deadlines, prioritize, and organize workloads Solid troubleshooting skills with the ability to quickly identify and resolve issues A positive, service-oriented attitude with strong customer focus MINIMUM QUALIFICATIONS 2+ years’ experience in IT support or similar role in an enterprise environment Solid troubleshooting skills with the ability to quickly identify and resolve issues. Experience in hardware repair and installation, including but not limited to personal computers, printers, network devices, phones, and point of sale systems Experience performing hardware and software upgrades Experience supporting users in a Microsoft environment (Windows 11/Office 365/Active Directory) Experience using a ticketing system Basic understanding of networking fundamentals. Basic knowledge of video conferencing (Zoom and MS Teams preferred). BONUS QUALIFICATIONS Experience supporting mobile devices via an MDM solution Experience with macOS support Experience with patch management Experience with computer imaging solutions (MDT/SCCM/ManageEngine) Able to work a non-standard schedule (Sunday through Thursday, or Tuesday through Saturday) EDUCATION and Certification College Degree preferred, Cisco CCNA, CompTIA N+, Microsoft MCITP, Apple Mobility, Aerohive, VM Ware VCP WORKING CONDITIONS/ PHYSICAL REQUIREMENTS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position deals with internal and external personnel such as management, Associates, and vendors on a regular basis with contact in various forms such as in person, phone and email. The location of the position changes frequently from indoors to outdoors as site visits are necessary. Extreme environmental conditions do not exist. It is sometimes necessary to deal with unpleasant or angry people with the need to problem solve difficult situations. It is necessary to adapt to a fast paced environment. Sitting and standing is as needed. Requires occasional physical exertion such as bending, twisting, sitting, stooping, and use of hands and fingers. It is necessary for the position to travel independently to property locations on a regular basis. Lifting, carrying, and moving equipment weighing up to 25lbs independently JOB DESCRIPTION REVISION This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change. This job description replaces all previous descriptions for this position. You acknowledge that your employment with TBCC is “at-will” and that nothing contained herein alters or changes your “at-will” employment or otherwise creates employment for a specified length of time. An Equal Opportunity Employer The Bay Club Company (“TBCC”) provides equal employment opportunities without regard to race (and all traits historically associated with race, including but not limited to, hair texture and protective hairstyles), color, religion, creed (including, but not limited to, religious dress and grooming practices), sex (including pregnancy, childbirth or related medical conditions, and breastfeeding, and other related medical conditions), sexual orientation and identity, gender, gender identity, gender expression, actual or perceived national origin/ancestry, accent or ability to speak English, age, disability, marital/familial status, source of income, veteran status, citizenship status, political activities or affiliations, medical condition, genetic information, persons with AIDS or AIDS-related condition, or persons who are victims of domestic violence.