IT Help Desk Technician

Reporting to the Chief Financial Officer, the Help Desk Technician will act as a primary IT support for the Yale Club. The focus will be to manage user tickets as well as deploy and maintain desktops, software, and other IT equipment as needed. The Help Desk Technician will be responsible for following established support procedures. The Help Desk Technician will work with other available resources to build skillsets in areas that IT will support.

The successful candidate will be able to prioritize multiple requests and ensure that not only are support tickets resolved in a timely manner, but other routine activities are executed as needed. In addition, the Help Desk Technician will be responsible for limited after-hours on-call coverage.

Requirements

Essential Functions:

• Provide technical assistance and support via desk side, remotely, and over the phone for issues related to computer/laptop hardware, software, and tablets.

• Provide technical assistance with network issues related to WIFI for hospitality, business center, and banquet event guests.

• Provide support and work with contracted MPS for printer-related issues and requests.

• Provide support and work with IP phone vendor for IP phone-related issues and requests.

• Provide general user administration including but not limited to password resets, account changes, and permission changes.

• Provide basic LAN/WAN support.

• Partake in large-scale IT projects and implementations.

• Perform software installations and hardware move/deployments following standard procedures.

• On-board and off-board new and leaving employees.

• Conduct new-hire orientation for staff.

• Communicate and document issues and resolutions to contribute to the knowledge base

• Assist with planning, testing, and implementation of new systems.

• Learn and provide support for the Club's proprietary application.

• Participate in "on-call" rotation as required.

Position Details:

The Help Desk Technician must have strong knowledge of:

• PC and Mac hardware (Desktops, Laptops, and Tablets)

• Windows 10(+) Operating System(s)

• Microsoft Office 365 administration

• Multi-factor authentication (DUO and Office 365 MFA)

• Tablets including but not limited to Android, iPad, Elo Touch

• Printers (HP, Xerox, EPSON)

• Desktop deployment and RMM tools (Smart Deploy, Desktop Central)

• Ticketing systems (ServiceDesk Plus)

• Vendor management

The Help Desk Technician must have basic-level knowledge of:

• Active Directory

• Mobile device support (Office 365 MDM)

• Network hardware (switches, firewalls, AP's)

• LAN/WAN/Wireless concepts including routing and switching

• Inventory and asset management

• Desktop and software patch management

• Antivirus

• Audio/Video equipment including projectors and TV's

Additional skills preferred:

• Point of sale hardware

• IP phone support

• Interactive Television Support

Skills/Abilities/Requirements:

• 3+ years' experience in a technical role of increasing responsibilities

• Bachelor's degree (information technology or related field preferred)

• Experience in hospitality preferred

• Strong interpersonal skills

• Demonstrated ability to prioritize and organize work

• Excellent written and verbal skills, including the ability to maintain professional composure

• Demonstrated sound judgment in decision-making

• Must be a service-oriented, team-player eager to respond to requests and assist colleagues at all levels

• Ability to work independently as well as part of a group

• Demonstrated strong organizational skills and attention to detail

• Punctuality and regular attendance in office

• Extensive desktop troubleshooting (Windows 10+)

• Basic Mac troubleshooting and support (OS X and iOS)

• Basic Office 365 account and e-mail management

Salary Range

$75,000 - $85,000

Salary Description

$75,000 - $85,000