Helpdesk Technician

Helpdesk TechnicianReporting 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 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 PastAccept ResponsibilityPay it ForwardOur 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 ForwardRuthlessly ConsistentDo the Right ThingNothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.Primary Job FunctionsProvide remote and on-site level I and II support to Bay Club employeesEscalate and triage incidents to relevant support teams, where requiredProvide 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 resolutionManage and deploy hardware and software following established proceduresCreate technical documentation for new and undocumented solutionsSkills & KnowledgeExcellent verbal and written communication skillsProven ability to: work independently as well as part of a team, effectively multi-task, consistently meet deadlines, prioritize, and organize workloadsSolid troubleshooting skills with the ability to quickly identify and resolve issuesA positive, service-oriented attitude with strong customer focusMinimum Qualifications2+ years' experience in IT support or similar role in an enterprise environmentSolid 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 systemsExperience performing hardware and software upgradesExperience supporting users in a Microsoft environment (Windows 11/Office 365/Active Directory)Experience using a ticketing systemBasic understanding of networking fundamentals.Basic knowledge of video conferencing (Zoom and MS Teams preferred).Bonus QualificationsExperience supporting mobile devices via an MDM solutionExperience with macOS supportExperience with patch managementExperience with computer imaging solutions (MDT/SCCM/ManageEngine)Able to work a non-standard schedule (Sunday through Thursday, or Tuesday through Saturday)Education and CertificationCollege Degree preferred, Cisco CCNA, CompTIA N+, Microsoft MCITP, Apple Mobility, Aerohive, VM Ware VCPWorking Conditions/Physical RequirementsThis 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 independentlyThis 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 EmployerThe 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.