JOB DESCRIPTION

End User Support and Troubleshooting

• Respond to and resolve Tier 1 support tickets for desktops, laptops, peripherals, printers, and mobile devices within defined service levels.

• Assist users with Microsoft 365 applications, password and MFA issues, VPN, and basic network connectivity troubleshooting.

• Support guest-facing technology and connectivity requests at hospitality properties when assigned.

• Escalate issues beyond entry-level scope to senior technicians or the appropriate team with complete context and documentation.

Device Management and Documentation

• Image, configure, and deploy end-user devices following established procedures and standards.

• Accurately document all work, asset assignments, configurations, and resolutions in the ticketing system.

• Maintain organized records of hardware inventory, device assignments, and support activity.

QUALIFICATIONS

• One to two years of hands-on technical support experience, including internships or lab work.

• Working knowledge of Windows operating systems, Microsoft 365 applications, and common desktop hardware.

• Strong service orientation and clear written and verbal communication skills.

• High school diploma or equivalent required; coursework or certificate in IT, computer science, or a related field preferred.

• CompTIA A+ or equivalent certification preferred.

• Exposure to Microsoft Intune, Entra ID, or a ticketing platform such as Freshservice preferred.

• Prior experience in a hospitality or multi-site environment preferred.

PHYSICAL CAPABILITIES:

The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:

• Ability to lift, carry, and move computer equipment, monitors, printers, and peripherals up to 40 pounds.

• Ability to work in various positions including under desks, in server closets, and in confined spaces to install, connect, and troubleshoot equipment.

• Regular movement between BHC properties and office locations throughout the workday.

• Prolonged periods of sitting at a desk and working on a computer during ticket resolution and administrative work.

• This is an on-site position. Occasional evening, weekend, and on-call coverage is required, including extended hours during peak hospitality periods or major events.

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.