IT Deskside Support Specialist

Xanterra Travel Collection • Eau Claire, WI

1d • Onsite

About The Position

Holiday Vacations is seeking a detail-oriented and driven IT Deskside Support Specialist to provide day-to-day support and administration for the end-user PC environment and front-line support for reservations, contact center, and collaboration applications. This role is the first line of IT support and calls for empathy, patience, strong problem-solving skills, and a record of exceptional customer service.

The specialist supports Holiday Vacations employees onsite and remotely, including more than 65 Tour Directors who use iPad devices. The position is based at the company’s corporate headquarters in Eau Claire, Wisconsin. Work hours are generally during the regular business week, with possible variations according to seasonal and departmental demands.

The job requires sitting for extended periods, frequent walking, and lifting or carrying up to 35 pounds. It may also involve bending, twisting, stooping, grasping, reaching outward or above the shoulders, and lifting, carrying, pushing, or pulling up to 50 pounds.

Requirements

• Associate degree in Information Technology, or equivalent work experience in place of formal education.
• One to three years of IT experience.
• Strong PC and laptop skills, including provisioning, Windows 10 and 11 operating system knowledge, and security setup.
• Ability to work in an IT support desk environment and track work details in an IT ticketing system.
• Basic familiarity with PC networking, including wired and wireless networks, and VPN software.
• Direct customer service or support experience in an IT environment as a first-tier support representative.
• Demonstrated customer service skills, including effective communication, empathy, and problem-solving when handling IT inquiries and issues.
• Ability to work in a fast-paced environment where priorities, deadlines, and assignments may change quickly and with little notice.
• Self-starter who can work with minimal supervision within supervisors’ guidelines.
• Strong verbal and written communication skills for documentation and training.

Nice To Haves

• Background in hospitality or consumer-oriented systems.
• Knowledge of application security compliance and role requirements.
• Experience with or familiarity with timekeeping, customer reservation, call center, retail, customer data management, learning and development, recruiting, or procurement applications.
• Experience using VPN software.
• Experience with tools for remotely managing or deploying applications to PCs.
• Knowledge of ServiceNow.
• Experience maintaining Windows Active Directory.
• Working knowledge of MFA/2FA systems.
• Understanding of ITIL 4 or ITSM service models.

Responsibilities

• Handle day-to-day procedures for identifying, prioritizing, and resolving end-user requests, and monitor, track, and coordinate service desk functions.
• Process incoming requests and incidents through the ServiceNow ticketing system, telephone, chat, and email.
• Document relevant information and the nature of reported problems or issues.
• Ensure requests and incidents are resolved in a timely manner.
• Support onsite and remote users in completing their daily work.
• Escalate or dispatch tickets to the appropriate support resources.
• Develop and maintain a knowledge base of known issues and resolutions.
• Serve as the primary desktop and IT support resource for onsite and remote team members, including Tour Directors using iPad devices.
• Diagnose complex errors or technical problems and determine appropriate solutions.
• Support end-user desktop applications.
• Provide deskside support for the Holiday Traveler mobile app for internal and external customers.
• Support phone system issues that arise within the business.
• Assist with IT software license compliance.
• Administer system backups.
• Support organizational cost control and operating efficiency through asset management and tracking.
• Manage the asset lifecycle for laptops, desktops, printers, smartphones, and other equipment.
• Confirm IT capital assets annually.
• Assist with server and workstation patching as needed.
• Manage e-waste disposal in accordance with Xanterra Corporate policies and platform.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision coverage.
• Health savings account and flexible spending account.
• Life and disability coverage.
• Accident, hospital, and critical illness coverage.
• Pet insurance.
• Paid time off and paid holidays.
• 401(k) with company match.
• Employee assistance plan.
• Education assistance.
• Employee discounts and travel deals.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree