Desktop Field Engineer
About The Position
Grand Pacific Resorts is seeking a highly skilled, service-driven Desktop Engineer to support and improve end-user technology across a multi-site hospitality environment. This role blends advanced Level 2/3 desktop support with hands-on field support, ensuring reliable, secure, and high-quality technology experiences for associates and leaders. You’ll diagnose and resolve complex issues, support business-critical productivity and collaboration tools, help standardize and document repeatable support processes, and provide “white glove” support for executives and conference room technology.
Requirements
- Strong customer service mindset and comfort supporting users across multiple locations.
- 3+ years of hands-on experience in desktop support / field support / helpdesk (Tier 1–3), ideally in a multi-site environment.
- Working knowledge of Windows 10/11, common endpoint hardware, and typical workplace productivity tools.
- Experience supporting and troubleshooting in environments that may include Citrix and modern identity/access workflows.
- Comfortable with ticketing tools and operational processes; able to document clearly and communicate effectively.
Responsibilities
- Provide advanced desktop and end-user support (Level 2/3), troubleshooting complex issues and restoring service quickly.
- Support core end-user platforms and services such as Windows 10/11, Microsoft 365 (Office 365), Teams, SharePoint, and Citrix environments.
- Support identity and access workflows using tools such as Okta and Entra/Azure AD.
- Field and resolve a steady volume of support requests/tickets; participate in team processes for ticket routing and follow-through.
- Perform hands-on onsite support across multiple locations, including troubleshooting issues in office spaces, resort locations, and occasional MDF/IDF/Telco room environments.
- Deploy and support end-user hardware (desktops/laptops/tablets/monitors/peripherals) as well as printers/copiers and certain operational devices (e.g., POS-related equipment where applicable).
- Support endpoint lifecycle tasks: device setup, imaging/deployment, break/fix, replacement, and warranty/returns processes.
- Maintain and improve IT documentation, knowledge articles, and self-help resources to reduce repeat issues and improve consistency.
- Participate in IT projects and continuous improvement initiatives (standardization, reliability, operational maturity).
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
