Helpdesk Administrator

DRIFTWOOD HOSPITALITY MANAGEMENT•North Palm Beach, FL

8d•Onsite

About The Position

The Helpdesk Administrator is the first point of contact for technology support across Driftwood Hospitality Management’s corporate office and hotel portfolio. The role provides Level 1 troubleshooting and technical assistance for computer systems, hardware, software, peripherals, and user accounts. It responds to inquiries, diagnoses and isolates problems, and implements timely solutions while working closely with Systems Administrators and the broader IT team. The position is the primary point of contact for technical support at headquarters and participates in the IT on-call rotation. The role is based on-site at the corporate office in North Palm Beach, Florida. Work is performed primarily at the corporate office, with occasional travel to hotel properties potentially required. The Helpdesk Administrator supports associates at headquarters and on property so they have the tools and assistance needed to deliver an exceptional guest experience.

Requirements

Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
One to two years of experience in a help desk or technical support role.
Strong working knowledge of computer systems, hardware, software, and peripheral equipment.
Working knowledge of Microsoft products, including Windows operating systems, Microsoft 365, and Active Directory.
Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and wireless connectivity.
Experience with help desk ticketing systems and remote support tools.
Ability to manage multiple priorities simultaneously, including tickets, phone calls, and remote sessions.
Ability to participate in the on-call rotation, including evenings, weekends, and holidays.
Strong problem-solving and analytical skills, with the ability to think creatively and work effectively as part of a team.
Excellent communication, interpersonal, and customer service skills, including the ability to explain technical concepts to non-technical users with patience and professionalism.
Openness to learning new technologies and commitment to professional growth.
Ability to lift and carry IT equipment weighing up to 50 lbs.
Ability to sit at a computer for extended periods and to bend, kneel, or reach under desks to connect and set up equipment.

Nice To Haves

CompTIA A+ or similar certification.
CompTIA Network+ or Microsoft certifications.
Experience in the hospitality industry or with hotel technology, such as PMS and POS systems.
Experience with Microsoft Intune or other mobile device management platforms.
Experience with IT service management (ticketing) and documentation platforms.

Responsibilities

Provide Level 1 technical support to corporate and property associates for computer systems, hardware, software, and peripherals.
Respond to support requests by phone, email, ticket, and in person, resolving issues in accordance with established service level agreements.
Serve as the primary point of contact for technical support issues at corporate headquarters and provide remote support using remote access tools.
Troubleshoot common property technology issues involving workstations, printers, email, connectivity, and access to hotel systems such as PMS and POS.
Escalate complex or unresolved issues to Systems Administrators, the broader IT team, or vendors, maintaining complete and accurate ticket documentation.
Refer major hardware or software failures and defective products to vendors or technicians for repair or replacement, and track them through resolution.
Create, modify, and disable user and workgroup accounts in Active Directory and Microsoft 365, including group memberships, shared mailboxes, distribution lists, and permissions.
Process new-hire onboarding and associate offboarding requests, including account provisioning, equipment issuance, and timely access removal.
Manage password resets and multi-factor authentication enrollment in accordance with security policies.
Image, configure, and deploy laptops, desktops, mobile devices, printers, and peripherals, including installing operating systems, software, and cabling.
Install and perform minor repairs to hardware, software, and peripheral equipment in accordance with manufacturer and company specifications.
Enroll and support company mobile devices through the mobile device management platform.
Procure IT equipment and software, including obtaining quotes, placing orders, and tracking deliveries.
Maintain an accurate inventory of hardware, software, and licenses, including asset tagging, assignment, retirement, and secure equipment disposal.
Work with the IT team to ensure systems and end-user devices meet security, audit, and brand compliance requirements.
Ensure endpoint protection, security software, and operating system updates are installed and current on user devices.
Identify and escalate suspected phishing, malware, and other security incidents, and reinforce security best practices with associates.
Record incidents and service requests in the helpdesk system with accurate details, categorization, and resolution notes.
Assist in creating and maintaining standard operating procedures for processes supporting the user environment, including laptop builds, user creation, and system installations.
Develop and maintain knowledge base articles and self-help guides for common issues.
Develop training materials and train associates on hardware and software use, including technology orientation for new hires.
Communicate effectively and professionally with corporate leadership, department teams, and hotel personnel.
Stay current on technology policies and procedures and recommend improvements where appropriate.
Participate in the IT on-call rotation to resolve after-hours issues affecting hotel operations, including evenings, weekends, and holidays.
Perform other duties as assigned.