Help Desk Agent

The Judge Group Inc

About the Role

As an IT Help Desk Agent, you will provide first-level technical support for property-based systems and end users, ensuring seamless operation of technology that directly impacts guest experience and day-to-day property operations. You'll serve as the primary point of contact for hotel or property staff, troubleshooting issues across hospitality systems and maintaining operational continuity in a fast-paced, guest-facing environment.

Responsibilities

Property & Hospitality Technology Support

Provide Tier 1 support for key property systems, including:

Property Management Systems (PMS)
Point-of-Sale (POS) systems
Guest Wi-Fi and internet connectivity
Telephony and VoIP systems
Key management, access control, and peripheral devices

Troubleshoot issues with workstations, printers, payment devices, mobile devices, and back-office systems.

Service Desk & Incident Management

Serve as the first point of contact for technology incidents and service requests via phone, chat, and ticketing systems.
Log, categorize, prioritize, and document incidents in an IT Service Management (ITSM) platform.
Follow defined troubleshooting workflows and escalation procedures to minimize downtime and guest impact.
Identify and escalate business-critical or guest-impacting incidents promptly.

Operational Continuity & Vendor Coordination

Support property operations by resolving technical issues impacting front desk, housekeeping, food & beverage, and maintenance workflows.
Coordinate with Tier 2/3 support teams and external vendors (PMS, POS, ISP, telephony).
Assist with vendor troubleshooting and validate resolution prior to ticket closure.

User Account & System Access Support

Perform basic access support tasks including password resets, account unlocks, and role-based access provisioning.
Support onboarding and offboarding by ensuring timely and appropriate system access.

Documentation & Knowledge Management

Maintain accurate ticket documentation including issue details, troubleshooting steps, and resolutions.
Provide clear shift handoff notes and status updates.
Contribute to knowledge base articles and standard operating procedures.

Security & Compliance

Handle sensitive business and guest data with strict confidentiality.
Follow security protocols, identity verification standards, and data protection policies.
Identify and report potential security risks or suspicious activity.

Minimum Qualifications

0-2 years of experience in IT support, service desk, hospitality technology, or a customer-facing technical role
High School diploma or equivalent
Strong customer service experience in a fast-paced environment
Basic knowledge of Windows operating systems and enterprise applications
Familiarity with ticketing systems and remote support tools
Ability to troubleshoot routine technical issues and follow documented procedures

Preferred Qualifications

Experience supporting hotels, properties, retail locations, or multi-site environments
Exposure to hospitality technology (PMS, POS, guest Wi-Fi, telephony systems)
Basic understanding of networking concepts (LAN/WAN, Wi-Fi, VPN)
Technical coursework or training in Information Technology or related field
Entry-level certifications or progress toward certification (e.g., CompTIA A+, ITF+)

Key Skills

Strong communication skills with the ability to explain technical concepts to non-technical users
Ability to stay calm and professional during high-pressure, guest-impacting incidents
Strong attention to detail and documentation accuracy
Ability to manage multiple requests and prioritize based on business impact
Collaborative mindset with the ability to work effectively with internal teams and vendors

Additional Information

Must be available to work rotating shifts, including weekends, holidays, and on-call schedules to support 24/7 operations
May support multiple properties or locations simultaneously
Requires extended periods of sitting and use of standard office and remote support equipment

Apply

Vacancy posted 17 hours ago

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