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Helpdesk Support Technician
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Woodloch Resort
Remote
Full-Time
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45
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Job Description
Nestled in the scenic Pocono Mountains of Pennsylvania, Woodloch Resort encompasses an award-winning family resort (Woodloch Pines), championship golf course (Woodloch Springs) and a luxury destination spa (The Lodge at Woodloch). Owned and operated with pride by the Kiesendahl family since 1958, the concept of family is truly at the core of Woodloch and is key to its longtime success. Woodloch Pines was voted by TripAdvisor as the number one family resort in the United States and remains committed to its original mission to "treat all guests as if they were company in their own homes." Staff members are no exception to this rule. Employees work hard and are passionate about what they do and why they do it. Staff can attest to feeling as though they are as much a part of the fun of being on vacation as the guests. With our unique activity program, abundant amenities, and outstanding nightly entertainment, your family, friends, and co-workers are guaranteed to be engaged, energized, and enthusiastic! Position Summary The Helpdesk Support Technician is responsible for delivering first-line technical support to staff across hospitality operations, including front desk, reservations, food & beverage, housekeeping, maintenance, administrative teams, and back-office roles. This role ensures the reliability and performance of IT systems that directly impact guest experience, operational efficiency, and revenue generation. The ideal candidate combines strong technical troubleshooting skills with excellent customer service, understanding the fast-paced and service-oriented nature of the hospitality industry. Key Responsibilities Technical Support & Troubleshooting Serve as the primary point of contact for all IT-related issues via phone, email, and ticketing systemDiagnose and resolve hardware, software, network, and peripheral issues in a timely mannerProvide support for desktops, laptops, mobile devices, printers, and POS systemsTroubleshoot connectivity issues including Wi-Fi, VPN, and network access Hospitality Systems Support Support Property Management Systems (PMS), Point of Sale (POS), and reservation platformsAssist with check-in/check-out system issues to minimize guest disruptionMaintain integrations between systems (e.g., PMS, payment processing, key card systems)Ensure uptime and responsiveness of guest-facing technologies (Wi-Fi, kiosks, digital signage) User Support & Training Provide on-site and remote support to hotel staff across all departmentsDeliver basic user training on systems, applications, and security best practicesCreate and maintain user-friendly documentation and knowledge base articles Incident & Request Management Log, track, and manage support tickets through resolution following SLA guidelinesEscalate complex issues to senior IT staff or vendors as neededPrioritize issues based on operational and guest impact System Maintenance & Administration Perform routine system updates, patches, and preventative maintenanceManage user accounts, permissions, and access control (Active Directory, email systems, etc.)Assist in onboarding/offboarding employees, including equipment setup and access provisioning Vendor Coordination Work with third-party vendors for system support, maintenance, and issue resolutionCoordinate on-site service visits when required Security & Compliance Follow company IT security policies and hospitality compliance standards (e.g., PCI compliance)Identify and report potential security risks or breachesAssist with endpoint protection and system monitoring Preferred Qualifications Education & Experience Associate's or bachelor's degree in information technology or related field (or equivalent experience)2+ years of helpdesk or technical support experienceExperience in hospitality or service-based environments preferred Technical Skills Proficiency in Windows and/or macOS environmentsFamiliarity with Microsoft 365, Active Directory, and basic networking concepts (TCP/IP, DNS, DHCP)Experience supporting PMS, POS, or similar hospitality systems is a strong plusKnowledge of hardware troubleshooting and peripheral devices Soft Skills Strong customer service and communication skillsAbility to remain calm and effective in high-pressure situationsExcellent problem-solving and organizational skillsAbility to prioritize and multitask in a dynamic environment Work Environment & Expectations May require evening, weekend, and holiday support based on operational needsOn-call rotation may be requiredFrequent movement between departments and properties may be necessaryAbility to lift and move IT equipment (up to 50 lbs)