Help Desk Senior Technician

Help Desk Senior Technician

Job Category: Information Technology

Requisition Number: HELPD005877

Location: Camelback Resorts, Tannersville, PA 18372, USA

Job Details

Job Title: Help Desk Senior Technician

Department: Information Technology

Reports to: Director of Information Technology

To provide outstanding support for all technologies that are used in all departments and for our guests throughout Camelback Resort.

This is an on-site, full-time year-round position and requires a regular presence in the office.

Specific Functions:

• Oversee the help desk system, ensuring timely ticket resolution and appropriate ticket assignments per technician; participate in bi-weekly meetings with corporate IT leadership.
• Mentor and provide ongoing support to the IT Technician team, fostering skill development and team efficiency.
• Set daily priorities and assign project tasks to technicians to ensure alignment with departmental goals and SLA's.
• Assist in developing and maintaining procedures for logging, reporting, and analyzing workstation and server performance metrics.
• Deliver technical training sessions for end users and IT support staff to enhance system usage and troubleshooting capabilities.
• Monitor and report on the status of hardware RMAs, providing weekly updates to relevant stakeholders.
• Ensure adherence to IT Service Level Agreements (SLAs) to meet or exceed organizational expectations.
• Enforce the use of daily and seasonal checklists to ensure consistent preventative maintenance; create and maintain standard operating procedures (SOPs) for hardware and software systems.
• Assist with testing and validating new software releases before deployment to end users.
• Maintain inventory of all computers (desktop/laptop), monitors, printers, scanners, and other peripheral equipment.
• Track renewal dates for software licenses, domains, and SSL certificates to ensure uninterrupted service and compliance.

Job Qualifications:

• Problem solving, organizational and strong written and verbal communication skills required.
• Valid driver's license preferred (if applicable).
• Professional and accustomed to a fast pace, 'Will do' approach.
• College Degree and/or equivalent work experience. Studies in Computer Science, Network Security, Information Technology a plus.

Generally accountable for:

• Adhering to the Customer Service Standards of Camelback Resort as well as all Company policies as outlined in the Employee Handbook.
• Communicating effectively with all members of the Camelback Resort team.
• Proactively support all Company initiatives.

Work Conditions and Schedule:

• Exposure to extreme temperatures and weather should be expected as work will, on occasion, occur outdoors.
• Weekend and holiday availability is required as well as flexibility with work schedule.
• During peak seasons, the schedule may require a work week schedule over 40 hours per week, including nights.

This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to changes and revisions by Camelback Resort at any time. Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.