IT Help Desk (Onsite)

Provide frontline and advanced IT support onsite in Orlando, FL by owning issues from first contact through resolution or escalation.

Responsibilities

• Act as the first point of contact for support requests via phone, email, ticketing system, Microsoft Teams, or in person.
• Triaging, prioritizing, troubleshooting, and resolving hardware, software, operating system, Microsoft 365, printer, mobile device, peripheral, connectivity, VPN, email, and access-related incidents.
• Deliver advanced desktop and application troubleshooting before escalation, including root-cause isolation, impact assessment, log or error review, and validation of final resolution.
• Create, update, and maintain tickets with complete documentation: symptoms, business impact, troubleshooting performed, customer communication, ownership, status, and resolution.
• Follow established incident, outage, security, account-verification, and after-hours escalation procedures.
• Continue escalation until the issue is acknowledged by the appropriate team or vendor.
• Support critical hospitality operations and business applications, including property systems, End of Day or Night Audit processes, guest-facing technology, point-of-sale or tablet requests, and other assigned enterprise applications.
• Install, configure, deploy, maintain, replace, and troubleshoot desktops, laptops, monitors, printers, mobile devices, and approved software.
• Assist with user accounts, password resets, and access requests; support basic Microsoft Active Directory, Microsoft Entra ID, Microsoft 365, and endpoint support within approved permissions and procedures.
• Perform basic network troubleshooting for wired and wireless connectivity, TCP/IP, DNS, DHCP, VPN, and escalate infrastructure issues as needed.
• Identify recurring issues, call-volume patterns, aging tickets, service risks, and potential outages; notify Help Desk leadership and appropriate technical teams promptly.
• Coordinate with Systems, Networking, Security, Applications, Telecom, field technicians, business teams, and third-party vendors to reach resolution.
• Contribute to knowledge base articles, troubleshooting guides, standard operating procedures, training materials, and continuous service improvements.
• Provide professional, clear, and courteous customer service while protecting confidential and sensitive information.
• Maintain accurate IT equipment, asset, deployment, and assignment records as required.
• Comply with company security, data privacy, acceptable-use, drug-free, and tobacco/nicotine-free workplace policies.
• Perform other duties as assigned.

Requirements

• Minimum 2 years of experience in Help Desk, Service Desk, Desktop Support, Technical Support, or a related role (equivalent education, training, and demonstrated technical ability may be considered).
• Working knowledge of Microsoft Windows, Microsoft 365, Outlook, Teams, common business applications, computer hardware, printers, mobile devices, and endpoint peripherals.
• Practical knowledge of Active Directory or Microsoft Entra ID for account support, permissions, authentication, and access-control processes.
• Understanding of core networking concepts, including TCP/IP, DNS, DHCP, wired and wireless connectivity, and VPN troubleshooting.
• Experience with an IT service management or ticketing platform (preferred): Kaseya BMS, Autotask PSA, ServiceNow, Freshservice, or ManageEngine ServiceDesk Plus.
• Ability to analyze issues, follow technical procedures, recognize risk, make sound decisions within assigned authority, and escalate effectively.
• Strong customer service and communication skills, including written documentation, phone support, organization, and time management.
• Ability to manage multiple priorities in a fast-paced 24/7 hospitality environment and remain dependable during critical operational events.
• Ability to work independently and collaboratively with minimal supervision.
• Ability to maintain confidentiality and handle sensitive company and user information appropriately.
• Ability to lift up to 25 pounds regularly and up to 50 pounds occasionally.
• Must be legally authorized to work in the United States.
• High School Diploma or GED required.
• Preferred certifications include: CompTIA A+, Network+, Security+, Microsoft 365 Fundamentals (MS-900), Azure Fundamentals (AZ-900), ITIL 4 Foundation, Google IT Support Professional Certificate, or comparable certification.
• Industry certifications, demonstrated advanced support capability, and completion of internal competency requirements may be considered for placement in the T1/T2 Specialist level.
• Valid driver’s license may be required based on departmental needs.

Technologies

• Microsoft Windows
• Microsoft 365
• Outlook
• Microsoft Teams
• Microsoft Active Directory
• Microsoft Entra ID
• TCP/IP
• DNS
• DHCP
• VPN
• Kaseya BMS
• Autotask PSA
• ServiceNow
• Freshservice
• ManageEngine ServiceDesk Plus
• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft 365 Fundamentals (MS-900)
• Azure Fundamentals (AZ-900)
• ITIL 4 Foundation
• Google IT Support Professional Certificate

Benefits

• Affordable Health and Dental Insurance
• On-site Medical Center
• Competitive Compensation
• Holiday Pay
• Birthday Pay
• Paid Vacation and Personal Days
• Tuition Reimbursement and Higher Education Scholarships
• 401(k) Retirement Savings Plan
• Childcare Financial Assistance
• Hospitality and Dining Discounts
• Access to our Family Outreach Center
• Excellent Career Growth Opportunities

Work Environment

• Supports a 24/7 operation.
• Assigned shifts may include mornings, afternoons, evenings, overnight hours, weekends, and holidays based on business needs.
• Work may be performed by phone, remotely, at a corporate office, or at hotel and business locations.
• Travel between local properties may be required.
• May participate in after-hours incident response, scheduled technology deployments, maintenance activities, and major operational events.

Our company has more than 3,000 associates, and we thrive on teamwork and ingenuity.