End User Support Specialist II

Are you ready for your DREAM VACATION? Join the ResortCom Family to make that DREAM come true!

At the Employer of Choice, a complimentary week at one of our managed resorts for you and your family is THE STANDARD!
Employees know ResortCom is a great place to work, because we care about our employees, work hard for our success, and value diversity and culture.
We strive to be better than our competitors, and to distinguish ourselves through our performance. Whether youre providing the ultimate guest experience for one of our spectacular resorts or building your career within one of our many corporate disciplines, a career with ResortCom is like no other!

Position Summary
This position reports to the Infrastructure Manager and provides initial response, triage, and first- and second-level systems, network, workstation, and peripherals support to employee and client users. This role requires strong technical knowledge, communication skills, and attention to detail. As the most visible part of ResortCom IT, the End User Support Specialist must provide excellent customer service and independently prioritize competing tasks.
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Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Provide first- and second-level on-site and remote technical support for end-user hardware, software, and peripherals for internal and external customers.
Deploy, configure, diagnose, and support end-user technologies, including (but not limited to):
o Computer hardware and peripherals
o Desktop operating systems (e.g., Windows) and applications
o Office 365 email and applications
o Hard phones and softphones
o Printers, scanners, and fax machines
o Audio and video presentation systems for conference rooms
Provide general user guidance on major operating systems and applications.
Perform preventive maintenance and repairs on end-user hardware and software.
Perform basic administrative functions on internal systems, including on-premises Active Directory, Microsoft Entra, Office 365 application suite, and CCaaS platform.
Perform moves of employee workstations and peripherals.
Perform triage for new IT tickets: assign priority and assess for resolution or escalation.
Collaborate as a member of the infrastructure team: identify and document systemic issues and suggest improvements to enhance user satisfaction.
Provide general training on major operating systems and applications.
Complete timely documentation for all work performed in standard ticketing systems.
Monitor and maintain IT inventory and assets.
Be available for after-hours and on-call work on a rotating basis.
Perform all other duties and projects as assigned by management.
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Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
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Work Environment
This position is conducted in an office environment. The noise level in this environment is usually moderate. Travel may be required to receive training, attend meetings, and develop relationships with other professionals. Evening and weekend work may be required based on workload.
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Americans with Disability Specifications
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee must frequently lift and/or move up to 30 pounds of equipment. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee must also be able to sit at a computer and perform data entry and other administrative tasks for extended periods with minimal breaks.
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Travel
Must be eligible for travel to our Mexico office. Travel to Mexico may be required up to once per year, depending on company needs.
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Your Career with the Employer of Choice Awaits!

Our Mission
Servicing members and clients in pursuit of exceptional EXPERIENCES.

Our Core Values
We pride ourselves on living the RCLIFE! We are RESOURCEFUL and COMMUNICATE! We LEAD with INTERGRITY while having FUN and love to EMPOWER our team members to be their very best every day!
We are looking for team members that embrace our #RCLIFE culture. Keep reading to learn about our unique spin on corporate culture, our many standard and industry specific benefits, and a chance to take that DREAM VACATION we talked about earlier.
Employer of Choice Benefits
We dont just say we are the Employer of Choice; we back it up with our benefits that are second to none! See the PERKS that makes us different!

Health is Wealth- We pay 85% for our employees Medical, Dental and Vision Benefits, while also paying for 50% for dependents! We ensure all team members with employer paid Life Insurance while also providing FREE onsite flu shots. We also offer pet insurance to protect your furry family members!

Vacation- We provide a Complimentary Vacation week at one of our managed resorts with various discounted rates on food and excursions! In addition, you will have opportunities to travel as part of our unique travel perks.

PERKS- Paid hour every Thursday for company-wide teambuilding events.

Concierge Services- Daily and weekly vendors come to the office to provide services that make your life easier!

Required Education and Experience
High school diploma (or GED or High School Equivalence Certificate)
Two to four years of technical support experience
Exceptional triage, troubleshooting, and problem-isolation skills
Exceptional written and verbal communication skills
Advanced proficiency in the following technologies:
o Windows 10 & 11
o Microsoft Office 365 Suite (Word, Excel, and Outlook)
Experience with help desk ticketing systems
Ability to communicate effectively with clients, employees, vendors, and IT staff
Exceptional decision-making and prioritization skills
Ability to prioritize objectives and manage multiple tasks
Positive reaction to change; demonstrates flexibility and adaptability
One or more applicable technology certifications, including the following, may supplement experience:
o Microsoft Certifications
o Help Desk Certifications
o ITIL v3 Foundation (or above)
o CompTIA A , Network
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Preferred Education and Experience
Associate degree in Computer Science, Information Technology, or a related field (or equivalent experience)
Experience with telco, PBX, or CCaaS solutions, preferably in a call center environment
Any of the following technical certifications, or equivalent experience:
o Microsoft Certifications
o Help Desk Certifications
o ITIL v3 Foundation (or above)
o CompTIA A , Network
Bilingual in English and Spanish

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