IT Support Technician I

Job Overview
Provide first-level technical support for employees and guests across Lajitas Golf Resort. Assist with the maintenance, troubleshooting, and support of computers, printers, point-of-sale systems, televisions, network connectivity, Microsoft 365 applications, telephones, and other technology systems throughout the resort. Serve as the primary point of contact for technology related issues and ensure timely resolution or escalation of support requests.

Duties

• Serve as the first point of contact for all IT support requests received through the ticketing system, phone, email, or in person.

• Troubleshoot and resolve user issues involving Microsoft 365 applications including Outlook, Word, Excel, Teams, and related services.

• Perform password resets, account unlocks, user access assistance, and basic account administration.

• Troubleshoot guest room televisions, audiovisual systems, and entertainment equipment.

• Support and maintain point-of-sale terminals, network printers, VoIP phones, mobile devices, and related hardware.

• Deploy, configure, replace, and maintain desktop computers, laptops, tablets, and peripheral devices.

• Provide remote support using approved remote access software.

• Assist employees with software navigation, browser troubleshooting, cache clearing, and cloud-based application access.

• Diagnose basic wired and wireless network connectivity issues and escalate advanced issues when necessary.

• Assist with maintaining network equipment including switches, wireless access points, and associated infrastructure.

• Maintain accurate ticket records, service documentation, and hardware inventory.

• Generate standard reports from resort software systems as requested.

• Coordinate with vendors and third-party service providers when directed.

• Assist with technology setup and support for meetings, events, and resort operations.

• Maintain professionalism and exceptional customer service while supporting employees and guests.

• Participate in an on-call rotation for after-hours, weekend, and holiday support as required.

Education and Experience

Associate degree in Information Technology, Computer Science, or related field preferred; or equivalent combination of education, certifications, and technical support experience.

Licenses and Certifications

• CompTIA A+ Certification preferred or equivalent technical support experience.

• Valid Driver's License required.

Technical Requirements

• Working knowledge of Windows 10 and Windows 11 operating systems.

• Familiarity with Microsoft 365 administration and user support.

• Experience using remote support tools such as Zoho Assist, Quick Assist, or similar platforms.

• Basic understanding of TCP/IP networking, DHCP, DNS, and wireless networking concepts.

• Experience supporting desktop computers, laptops, printers, POS systems, and VoIP phone systems.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this position, the employee will work in offices, guest rooms, restaurants, retail locations, server rooms, and outdoor resort environments. The employee may occasionally be exposed to outdoor weather conditions, moving mechanical parts, electrical equipment, and elevated work areas. The noise level is typically moderate. Participation in an on-call rotation is required and may include evenings, weekends, and holidays.