IT Systems Support Technician I

About the role

The System Support Technician I provides first-line technical support for end users across BHC’s home office and hospitality environments. Working under the direction of the User Support Services Manager, this role resolves everyday hardware, software, and connectivity issues, images and deploys devices, and delivers a responsive, professional support experience. This is an entry-level IT position suited to someone who is service-oriented, detail-driven, and building hands-on technical experience in a multi-site environment.

Responsibilities

• Respond to and resolve Tier 1 support tickets for desktops, laptops, peripherals, printers, and mobile devices within defined service levels.
• Assist users with Microsoft 365 applications, password and MFA issues, VPN, and basic network connectivity troubleshooting.
• Support guest-facing technology and connectivity requests at hospitality properties when assigned.
• Escalate issues beyond entry-level scope to senior technicians or the appropriate team with complete context and documentation.
• Image, configure, and deploy end-user devices following established procedures and standards.
• Accurately document all work, asset assignments, configurations, and resolutions in the ticketing system.
• Maintain organized records of hardware inventory, device assignments, and support activity.

Qualifications

• One to two years of hands-on technical support experience, including internships or lab work.
• Working knowledge of Windows operating systems, Microsoft 365 applications, and common desktop hardware.
• Strong service orientation and clear written and verbal communication skills.
• High school diploma or equivalent required; coursework or certificate in IT, computer science, or a related field preferred.
• CompTIA A+ or equivalent certification preferred.
• Exposure to Microsoft Intune, Entra ID, or a ticketing platform such as Freshservice preferred.
• Prior experience in a hospitality or multi-site environment preferred.

Physical Capabilities

• Ability to lift, carry, and move computer equipment, monitors, printers, and peripherals up to 40 pounds.
• Ability to work in various positions including under desks, in server closets, and in confined spaces to install, connect, and troubleshoot equipment.
• Regular movement between BHC properties and office locations throughout the workday.
• Prolonged periods of sitting at a desk and working on a computer during ticket resolution and administrative work.

Schedule

This is an on-site position. Occasional evening, weekend, and on-call coverage is required, including extended hours during peak hospitality periods or major events.