Helpdesk Technician

GENERAL SUMMARY

Reporting to the IT Operations Manager, this position is responsible for day-to-day IT support of club operations, ensuring that all incidents and service requests are solved effectively and efficiently. The Helpdesk Technician will be expected to foster inter and intra department collaboration, providing exceptional customer service, leadership, technical support, and team building.

This is a hybrid role with on site presence anticipated at fifty percent.

Our Culture

Our unique culture is at the heart of all we do and is guided by our values and behaviors. It's what we expect of ourselves and each other every day. We call it our "Code of Culture".

Our Code of Culture includes Our Mantra, Our Actions We Live By, and Pete's Promise:

Our Mantra:

Respect The Past

Accept Responsibility

Pay it Forward

Our Actions We Live By:

Actions We Live By. It's who we are when we step into our full power.

Keep It Real. Always. We need open and honest discussions. We need courage to speak up and to call things out that aren't good enough. And we navigate tough conversations with empathy and grace.

Think Ahead. Be An Owner. Always be proactive, not reactive; be on the front foot. If we want to be an owner of this business, we must act like it!

Stay Humble. Hustle Harder. Show up and do the hard work. Be a gritty, roll-up-your-sleeves kind of crew. Know it's never about one person-we are a part of a powerful team.

One Team. One Voice. Be ONE united team. When we move in the same direction, there are no limits to what we can accomplish.

Be Curious. Ask Why. Stay member curious. We seek to understand, and we never settle. We ask questions to truly understand the core of a matter.

Pete's Promise:

Service Forward

Ruthlessly Consistent

Do the Right Thing

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

PRIMARY JOB FUNCTIONS

• Provide remote and on-site level I and II support to Bay Club employees
• Escalate and triage incidents to relevant support teams, where required
• Provide support for common IT tasks (password resets, new user setups, etc.)
• Troubleshoot network, VOIP, internet connectivity problems, and peripherals (printers, scanners, and other devices)
• Document, track, and monitor support requests, and provide timely feedback to end users during and upon resolution
• Manage and deploy hardware and software following established procedures
• Create technical documentation for new and undocumented solutions