IT FIELD SUPPORT TECHNICIAN Job at KENT ISLAND RESORT in Stevensville

IT Field Support Technician is a vital role in ensuring seamless technology operations across our organization, providing comprehensive support in areas including network and infrastructure, desktop and application support, access control, user account administration (adds, moves, and changes), special projects, and detailed documentation. This position demands prompt resolution of technical issues while delivering exceptional customer service, embodying the company’s core values and commitment to quality. The work schedule rotates weekly on a round-robin basis, alternating between Monday-Friday and Tuesday-Saturday.

V IVAMEE Hospitality has cultivated a superior, immersive hospitality experience, providing our guests with unforgettable retreats and events among our properties on the shores of Bay & South New Jersey. We seek results-oriented, creative individuals with a passion for technology, eager for personal development, stability, and advancement opportunities within a dynamic, rewarding environment that fosters growth and impact.

Job Responsibilities

• Diagnose and resolve technical issues related to network and network infrastructure, hardware, software, and peripherals, ensuring minimal downtime.
• Perform proactive upgrades to our network infrastructure as required
• Respond to events raised by our monitoring tools
• Respond to customer inquiries and issues via phone, email, or in person in a timely manner
• Provide timely updates is also a critical part of customer service
• Create accounts, assign permissions, reset passwords, and disable accounts
• Set up, configure, and deploy hardware and software including, but not limited to new PCs/Laptops, printers, VoIP Phones, and network infrastructure equipment
• Properly use equipment and company systems
• Track and maintain inventory of company equipment
• Develop and document IT Standard Operating Procedure documents, systems, and processes
• Site visits to our family of Resorts on a regular basis
• Manage time appropriately to meet escalation or Service Level requirements
• Participate and collaborate as needed to assist fellow departments, teams and team members as needed
• Brainstorm with other team members to identify new opportunities for clients to improve their business with technology
• Emergency critical after-hours response as needed
• Any additional task or responsibility as assigned

Qualifications

• High School Diploma, GED or equivalent with one year of experience preferred
• Obtained one entry-level industry certification (CompTIA A+, Network+, Security+, Cisco CCENT, Microsoft MS-900) showing experience with those technologies or completion within 1 year of employment
• Ability to perform in a fast-paced environment and pivot between differing tasks
• Excellent written and verbal interpersonal communication, customer service skills, and de-escalation skills required
• Ability to promote a positive company image even during moments of stress and/or tension
• Ability to work together with different departments to provide the best client experience possible
• Demonstrate logical troubleshooting methodology
• Understand and embrace accountability and ownership concepts
• Attention to detail and time management skills
• Excellent written and verbal communication skills and ability to adapt to different audiences as required
• Willingness to learn new technologies, hardware, software, and concepts related to this role
• Experience with research and testing concepts to aid in troubleshooting unknown issues
• Ability to capture troubleshooting activities with accurate details within ticketing system
• Ability to function without micromanagement but willing to raise a flag / ask questions when something appears out of the ordinary
• Growth mindset, wants to mature with the organization
• Passion and self-motivation to operate in a highly independent manner
• Outstanding interpersonal and customer service skills
• Experience with Microsoft 365, Unifi, SonicWALL, and Fortinet a plus