Help Desk Technician

Keswick offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. In addition, we offer a robust benefits package including health, dental, vision, life and disability; a competitive PTO offering, as well as 401(k).

The Help Desk Technician will provide first contact support to all of Keswick Hall’s end users to ensure smooth daily operations and prioritize a helpdesk ticket queue. The Help Desk Technician will also provide light AV/IT support for our Meeting and Event spaces.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Receive phone calls for immediate support inquiries and work to resolve issues quickly and efficiently to ensure smooth daily operation.
• Issues should be escalated as necessary by informing the IT Manager and/or leveraging the appropriate support channels as to maintain a low impact to business operations.
• Manage a queue of support tickets and effectively prioritize support cases based on severity and potential impact to operations.
• Personable support and basic training on common support issues should be provided to empower end users to resolve less complicated issues without involving IT. Document resolutions in the ticketing system and convert common resolutions to IT Procedures as needed or directed.
• Perform routine maintenance on hardware and software systems as assigned.
• Perform user maintenance including user creation / removal, password resets, configure permissions, and any additional configuration needed to user accounts in various systems including Active Directory, Office 365, Opera, Northstar, Mitel, Symphony, and other systems that may be managed by the IT department.
• Will participate in a rotating 24hour on call schedule split between the team. Must be available and able to remotely support and show up onsite at any time during an on-call period in the event of emergency.
• Should notify IT Manager and appropriate management of any high impact issues that arise during on-call hours.
• Perform other duties as assigned.

EDUCATION/ EXPERIENCE

Bachelor’s degree or relevant technical study is preferred.

• Previous support experience is preferred.
• Previous experience in hospitality or customer service.

LICENSES/CERTIFICATIONS

A certification or equivalent certification will be considered.

Net and/or Sec a plus but not required

QUALIFICATIONS

Ability to work efficiently under pressure. Must be able to efficiently adapt and prioritize tasks. Ability to focus on tasks yet be flexible during frequent interruption. Ability to effectively learn new technologies.

Basic understanding of IT support and troubleshooting. Ability to quickly learn and navigate unfamiliar systems and applications to support end users. Must be able to provide support, remote or onsite, in a personable manner in all situations. Know when to escalate or seek expert advice.

Experience building, configuring, imaging workstations is a plus. Proficient knowledge supporting and troubleshooting computer peripherals. Should display a strong interest in IT as it pertains to hospitality and business.

Must display excellent written and oral communication skills. Should have excellent time management and prioritization skills.

PHYSICAL DEMANDS

Intermittently sitting, standing, walking or stooping.

Working outside in various temperatures and weather conditions.

Ability to lift up to 50lbs

UNIFORM REQUIREMENT: Business Casual

At this time, Keswick will not sponsor a new applicant for employment authorization for this position.