Help Desk Technician/IT Support

POSITION SUMMARY: The Help Desk Technician / IT Support provides technical assistance and support for incoming queries and issues related to the use of technology systems within the country club environment. This role is responsible for troubleshooting hardware and software problems, supporting day-to-day IT operations, and ensuring that all technology systems are running smoothly for both staff and members.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Serve as the primary point of contact for Team/Members seeking assistance with technical issues (hardware, software, network) via phone, email, or in person.
• Diagnose and troubleshoot technical issues remotely using diagnostic techniques and relevant questions, guiding team/members through the resolution process.
• Assess reported issues and determine the best solutions, following up to ensure complete resolution and escalating unresolved issues to higher-level support.
• Provide accurate IT product/service information, document issues and resolutions, and track progress in logs.
• Assist with computer/software installations, configurations, and onboarding for new employees and systems.
• Support Audio-Visual event setup and troubleshoot related issues.
• Install, configure, and maintain computers, servers, network devices, and ensure regular software updates and patches for security.
• Monitor network performance, resolve connectivity issues, and assist with maintaining IT infrastructure.
• Assist with IT inventory management (hardware, software licenses) and ensure proper disposal of outdated equipment.
• Help implement and maintain IT security protocols, including backups, antivirus software, and compliance with legal/regulatory requirements.

Education / Experience

• Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Minimum of 1-2 years of experience in a help desk, IT support, or technical support role, ideally in a hospitality or country club setting.
• Experience in a private country club, resort or hotel is preferred

Qualifications/Skills

• Proven experience as a help desk technician or in a customer support role.
• Tech-savvy with working knowledge of office automation products, databases, and remote control tools.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English, both verbal and written, with excellent communication skills.
• Customer-oriented with a cool-tempered, professional demeanor.
• Experience with mobile applications and operating systems.
• Audio-Visual experience a plus.
• Experience troubleshooting hardware and peripheral devices (e.g., printers, mobile devices).
• Strong problem-solving skills and attention to detail.
• Ability to explain technical issues in clear, non-technical terms to customers.
• Ability to work independently and as part of a team, handling multiple priorities in a fast-paced environment.

Computer Skills:

• Working knowledge of Microsoft Office 365, Microsoft Windows, macOS, and commonly used office software (e.g., Google Workspace).
• Experience with phone/VOIP systems and Point-of-Sale (POS) software (North Star experience a plus).
• Familiarity with cloud-based services and applications (e.g., Google Drive, Office 365, cloud backups).
• Basic knowledge of networking, Wi-Fi, and server management.
• Experience in system administration

Licenses or Certificates (preferred):

• CompTIA A  
• Microsoft Certified Professional (MCP) 
• ITIL Foundation Certification 
• Network or similar certifications are a plus.

Physical Requirements (The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)

• While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel; reach with hands and arms and talk or hear.
• The employee is occasionally required to stand and walk.
• The employee must occasionally lift and/or move up to 50 pounds without assistance.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Grooming

• All employees must maintain a neat, clean and well-groomed appearance (Specific standards are available)

Other

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this 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 (e.g. emergencies, changes in personnel, workload, seasonality, rush jobs or technological.)