IT Support Technician Shift

Summary

The Information Technology Support Technician I is an entry-level role responsible for providing first-line, routine technical support for enterprise, client/server, and desktop systems. Under close supervision, the technician troubleshoots and assists with repairs related to computer systems, peripherals, networks, and telecommunications.

• Provide help desk phone and email support, which includes listening and responding to user inquiries using a positive, clear speaking voice. Answer questions and offer assistance to provide user satisfaction.
• Process all IT Requests for new user equipment including workstations, printers, phones, and other peripheral equipment, loading all necessary software.
• Assist users with system and application access including login processes, password resets, and user verification.
• Perform scheduled jobs/tasks on multiple systems and document completion/execution for reporting purposes.
• Perform system monitoring and respond to alerts according to established procedures.
• Install, configure, and perform basic troubleshooting of software and hardware on Windows PCs, POS systems, printers, mobile devices, and other business technology.
• Monitor environmental equipment (air conditioning, humidity, and temperature of equipment areas).
• Assist Team Members and guests in resolving issues with computer hardware, software, telecommunications, and mobile devices.
• Assist Team Members and vendors with remote access to systems using VPN, Remote Desktop, and other tools.
• Install, configure and perform basic troubleshooting on POS, credit card, RFID, and time clock systems.
• Enter, process, and triage new issues and requests in the ticket management system, collecting essential data from users, systems, and vendors before working on the issue/request or escalating to the appropriate team/resources.
• Document troubleshooting steps, resolutions, and communications clearly and accurately in the ticket management system.
• Identify basic networking information using the operating system and/or scanner to identify system details such as IP address, VLAN, Wi‑Fi SSID.
• Open and manage vendor support tickets for escalated issues in coordination with senior IT staff or established procedures.
• Follow security, access control, and password management policies when provisioning, modifying, or revoking user access to systems and applications.
• Follow established IT processes for request approvals, after‑hours support, escalation, and change coordination.
• Any other duties as assigned within the scope of this position.

• Knowledge of basic operating system, fundamental networking, and hardware architecture concepts.
• Microsoft Office and common business applications.
• Principles of effective guest service and communication.
• Basic information security principles, including access control and password policies.
• Ability of complex reading, writing, math, and task completion skills is required.
• Able to communicate clearly and concisely with others, orally and in writing, in a professional manner.
• Able to follow instructions, orally and in writing.
• Read, write, and speak English at a level required for effective technical support, documentation, and guest interaction.
• Must have the following skills: clerical, compiling, coordination, precision working, following instructions, influencing others, memorization, and problem solving.
• Flexible working all shifts including holidays, nights, and weekend hours as business needs dictate.
• Must be a minimum of 21 years of age.

• High School Diploma
• Previous IT Helpdesk experience or any combination of education, training, or experience that provides the required knowledge, skills, and…