IT Help Desk Agent

Position Purpose & Summary

The IT Help Desk Agent will handle incoming tier 1 technical help desk support for the IT department. Acting as point of contact for end user requests including troubleshooting, repair, and maintenance of user equipment. Assisting all departments with ensuring operational needs are met in a timely manner. Position will escalate issues as needed to senior IT staff.

Essential Functions:

• Process trouble tickets using Service Now system.
• Create/Manage User accounts in multiple systems.
• Facilitate Moves, adds, and changes of departmental equipment.
• Deliver "I Am Proud" service standards and department-specific signature touch points.
• Escalate issues appropriately.

Additional Duties and Responsibilities:

• Ability to work any assigned shift / work schedule. Weekend day shifts are required.
• Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction.
• Provide extraordinary service that is "Enriching by Nature."
• Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.
• Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
• Be empowered to make things go right if they go wrong.
• Give the guest/member a fond farewell.
• Address feedback by utilizing the LEARN Model.
• Demonstrate a professional appearance and be attentive to what matters most.
• Comply with company policies and procedures.
• Observe and adhere to safety guidelines.

Marginal Functions:

• Perform other duties as assigned.
• Interface positively with other departments, offering assistance when needed.
• Displays care in use of equipment and maintains an organized and professional work environment.

Position Requirements:

1. Minimum Knowledge & Skills: Excellent Written and Verbal Communication Skills
2. Formal Education and Job-Related Experience: Associate degree, certifications, or equivalent experience / training desired. 1 to 2 years IT Help Desk experience highly desired. High Level of mechanical and technical aptitude
3. License, Registration, and/or Certification Required: A , Certification Desired. Additional technical certifications considered.

External and Internal Personal Contact:

1. Communications:

• Daily - Respond to requests for assistance from end users. Meet with team to discuss ongoing operations.
• Weekly - Provide updates regarding open projects,
• Occasionally - Participate in one-on-one coaching sessions.

Teamwork and Collaboration: This position requires continuous teamwork as well as internal and cross-departmental communication.

Additional Licenses and/or Certifications Required:

Position Analysis/Specifications:

Environmental Factors:

Environmental factors may include indoor setting with overhead lighting and comfortable ventilation. May occasionally be called upon to work in all areas of the property, both inside and outside, possibly in inclement weather.

The Garden of the Gods Resort and Club offers a diverse, dynamic, and thriving environment that supports career development for all our team members.