IT - Help Desk Technician

Are you outgoing, energetic, passionate, and authentic? Enchantment is the perfect spot for you!

At Enchantment, we work together to create and deliver personalized extraordinary experiences for all guests and team members here at the resort. Our culture is fast-paced, collaborative, inclusive, engaging, and we have one of the best views you’ll ever find! Come join us!

Basic Function: This position provides first-line technical support for resort staff, guest-facing systems, computers, printers, phones, Wi-Fi, and other hospitality technology systems. The ideal candidate will have prior IT support experience, strong communication skills, and the ability to work effectively in a fast-paced hospitality environment.

Essential Job Functions - the basic job duties a team members must be able to perform:

1. Provide first-level technical support for resort staff and hotel systems 
2. Troubleshoot computer, printer, phone, network, and Wi-Fi issues 
3. Assist users with Microsoft 365, email, password resets, and account access 
4. Support guest-facing technology including TVs, internet access, and mobile devices 
5. Escalate complex technical issues to senior IT staff as needed 
6. Document support requests and resolutions through the help desk ticketing system 
7. Assist with setup, deployment, and maintenance of computers, monitors, phones, and peripherals 
8. Perform routine maintenance, software updates, and equipment checks 
9. Maintain a professional and service-oriented attitude when assisting guests and employees 
10. Follow IT policies, cybersecurity procedures, and operational standards 

Minimum Requirements:

Minimum of 2 years of experience in a help desk, desktop support, or IT support role. Basic to intermediate understanding of Windows operating systems, Microsoft 365, networking, and general IT troubleshooting. Strong customer service and communication skills. Ability to troubleshoot technical issues with patience and professionalism. Ability to prioritize and manage multiple support requests in a fast-paced environment. Reliable transportation and dependable attendance. Ability to lift and move computer equipment up to 35 lbs occasionally 

Supervision Exercised: None

Supervision Received: Director of Information Technology 

Responsibility & Authority:

1. Ability to work effectively with all team members and guests

2. Good communication with department managers

3. Good working relationship with vendors

4. Absolute integrity and confidentiality

Physical Requirements:

50% Sitting

50% Walking, bending & standing

Lifting/Carrying up to 50 lbs.

Hearing and manual dexterity

Distance vision 1-3 feet

Ability to work effectively during day and night as necessary

Ability to drive golf cart