Seasonal IT Helpdesk

About Glen Ivy:

We pride ourselves on being everyone’s resort. A destination like no other. Whatever you come for: a day with friends or family, a wellness escape, top therapeutic treatments, healthy food or our beautiful pools and lush landscape, the team at Glen Ivy® guarantees to make your day special, seamless and above all unforgettable.

Benefits/Perks at Glen Ivy:

• Resort privileges- employees get in for free!
• Friends and Family Resort rate
• 50% off services
• 30% off retail
• Birthday gift card
• 12 weeks of summer giveaways
• Paid sick time
• 1.5 pay on select holidays
• Medical/Dental/Vision/Life insurance (FT/PT only)
• 401k benefits

Hours of operation:

• Monday-Sunday 9am-5pm (October- April)
• Monday-Thursday 9am-5pm and Friday-Sunday 9am-9pm (May- September)

Please note that employees will be scheduled prior to and after opening/closing operating hours

License(s): Valid California drivers license required.

Valid California drivers liability insurance is required.

Education/Training: Desired: CompTIA A Certification or the equivalent

Experience: Experience with Help Desk | Service Desk IT Request Management Systems (i.e., ServiceDesk, ServiceNow, etc.). Familiar with IT Service Management Concepts, i.e., Incident, Problem, and Change Management. Respond to requests for technical assistance via various Communication Sources. Basic knowledge of Client & Network Infrastructure Devices. Familiar with typical IT Services used to support Company Business Services

Job-Related Skills:

• Excellent communication, interpersonal, organizational, and project management skills.

• Must be physically capable of moderate to heavy manual labor and be capable of lifting up to fifty pounds.

Essential Duties & Responsibilities:

• Working Weekends and Weekend Nights is a requirement.

• Provide excellent customer service skills in responding to user questions; assist in problem resolution and track problems to completion to ensure satisfactory resolution.

• Work alone or as a Team to Troubleshoot and resolve IT-related Issues.

• Multi-task and prioritize problems based on business needs.

• Escalate problems as required to ensure satisfactory resolution.

• Log all help desk calls for tracking purposes.

• Configure, deploy, or upgrade computer hardware and software, including PCs in standard and think client configurations, printers, and other peripherals.

• Perform basic system administrative functions as assigned, in accordance with corporate security policies.

• Stay familiar with modern technology to effectively evaluate user problems.

• Adhere to corporate information security guidelines and promote information security and the protection of automated corporate assets.

• Be able to learn and execute Standard Processes.

• Be able to take the initiative in response to typical IT Service Management Responsibilities

• Stay familiar with new technology to effectively evaluate user problems and/or implement business needs.

• Adhere to corporate information security guidelines and promote information security and the protection of automated corporate assets.

• Point of contact with telephone vendors for any telecommunications related issues.

• In the absence of the IT Manager, respond via telephone to after-hour/weekend support calls deemed critical to the business operations.

• Ability to manage IT projects.

• Ability to train and assist IT Helpdesk staff.

Additional Responsibilities: Projects may require a flexible work schedule.

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with this job. While this job description 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 workload, rush jobs or technological advances.)