Helpdesk Technician

About the Role

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 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 guided by our values and behaviors, which we call our “Code of Culture.”

• Our Mantra: Respect The Past, Accept Responsibility, Pay it Forward.
• Our Actions We Live By:
  • Keep It Real. Always. Open and honest discussions, courage to speak up, and navigating tough conversations with empathy and grace.
  • Think Ahead. Be An Owner. Proactive, not reactive; acting like an owner of the business.
  • Stay Humble. Hustle Harder. Roll-up-your-sleeves work ethic, grit, and teamwork.
  • One Team. One Voice. Moving in the same direction as a united team.
  • Be Curious. Ask Why. Seeking to understand, never settling, and asking questions to get to the core of matters.
• Pete’s Promise: Service Forward, Ruthlessly Consistent, Do the Right Thing.

Responsibilities

• 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.

Requirements

• 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).

Skills

• 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.
• A positive, service-oriented attitude with strong customer focus.

Qualifications

College Degree preferred. Certifications such as Cisco CCNA, CompTIA N+, Microsoft MCITP, Apple Mobility, Aerohive, or VM Ware VCP are a plus.

• 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).

Working Conditions

• Deals with internal and external personnel such as management, associates, and vendors regularly via in-person, phone, and email.
• Position location changes frequently from indoors to outdoors as site visits are necessary.
• Adapts to a fast-paced environment and occasionally deals with unpleasant or angry individuals.
• Requires occasional physical exertion such as bending, twisting, sitting, stooping, and use of hands and fingers.
• Travels independently to property locations on a regular basis.
• Lifts, carries, and moves equipment weighing up to 25 lbs independently.

Pay

Estimated Base Pay Range: $29.00 - $34.00 / hour

Benefits

• Club Membership
• Competitive Compensation
• Discounts on club services and amenities
• Continuing Education
• Community Involvement
• Paid Time Off (offered to full-time associates; full-time status eligibility starts at 25 average hours of work per week)
• Health Insurance (offered to full-time associates; full-time status eligibility starts at 25 average hours of work per week)