IT Service Desk Analyst II

Nemacolin Woodlands Resort   Farmington, PA   Full-time     Information Services / Technology (IT)
Posted on March 4, 2024
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At Nemacolin the IT infrastructure is more like a Fortune 100 company than an independent resort. Our network backbone is all Cisco gear. We don’t outsource our guest wi-fi systems. We use Meraki edge switches and Access Points. We have resort wide music systems via Dante gear. We have Palo Alto firewalls and a fiber ring on the property that can provide dual 10Gbs internet connections. Wired, wireless and cellular point of sale systems are leveraged. We have an on-premise Cisco UCM for our phone system with physical and virtual phones. We are currently implementing Salesforce via HAPI interfaces to grow our CRM. On-premise virtualized servers supporting many systems including in-room tech like TV content and room controls for lighting and curtains. Nemacolin is working hard every day to be the best resort in the world. If you are looking to get hands on experience with high end IT gear Nemacolin is where you want to be to grow your IT career.


Here at Nemacolin, our associates know to “Expect the Unexpected” – You have come across the career opportunity where entertainment and excitement are the job description. This position must be committed to making every experience memorable all while having fun and relishing the incredible atmosphere of the resort.

Are you great with computers? Do you love helping people when they have a technical problem? If so, this job may be a perfect fit! Position includes basic help desk support up to advanced troubleshooting tickets using ZoHo.  Must be skilled to handle Second-level end-user support issues, including common desktop applications such as Microsoft Office 365, Excel, PowerPoint, Outlook; Windows 10 and applications in general. 


(The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for this position.)

  • Diagnose and resolve technical issues
  • Provide level two technical support
  • Maintain, troubleshoot, and support network hardware in LAN, WAN, and wireless configurations
  • Informs management of problem trends and provide weekly status reports
  • Provide end user support in a timely and courteous manner; remotely and onsite
  • Prioritize tasks to handle multiple projects simultaneously
  • Monitor and close all trouble tickets, identify areas of chronic problems, make recommendations to management, and perform necessary process changes to implement the goals of eliminating repeat trouble tickets
  • Work escalated computer and network issues
  • Follow incidents through to resolution
  • Provide a high level of customer service
  • Create and update IT documentation
  • Other job duties as assigned.


  • 3+ Years’ experience as a Tier 2 Service desk engineer
  • Experience with a ticketing system
  • An understanding of Active Directory (Account creation, password resets, group and distro list membership, Teams, SharePoint, Office365, etc.)
  • Takes initiative and doesn’t need constant instruction
  • Knowledgeable in Windows operating systems
  • Cisco Experience a plus, particularly Meraki
  • Excellent follow-through
  • Must maintain knowledge of Nemacolin activities and services
  • Possess excellent communication, analytical and documentation skills and have a desire to work with other people in a team environment
  • Ability to take direction and work under stressful situations
  • Willingness to learn new tech and advance your career in the IT industry
  • Good verbal and written communication skills a must
  • Possess extraordinary phone skill.     

This job description cannot possibly include a complete comprehensive listing of all the activities, duties or responsibilities that may be require by the organization and/or members of management. It reflects management’s assignment of essential functions, but it does not prescribe or restrict the additional tasks that may be required.


Kick-start your career at Nemacolin, a world-renowned luxury resort nestled in southwestern Pennsylvania. Nemacolin boasts an unparalleled blend of elegance and adventure, offering an array of amenities that redefine luxury. With two Forbes-rated hotels from which to choose, guests are treated to the epitome of comfort and style. A five-star, five-diamond restaurant sets the stage for exquisite dining experiences, while our on-site wildlife habitats bring animal encounters to a whole new level. The opulent spa, championship golf courses, and a range of outdoor activities, including fly fishing, skiing, and snowboarding, provide a holistic and exciting getaway.

As a part of the Nemacolin team, you'll have the chance to work in a dynamic and supportive environment where your skills and passion will flourish. We believe in fostering growth and providing our team members with opportunities to shine and advance in their careers. Join us in delivering unparalleled experiences that leave lasting memories for our cherished guests and members. Real Life Magic meets boundless opportunity at Nemacolin. Come, be a part of it!


What is in it for you? As a Nemacolin associate, you won’t just have a bright future — you’ll have a bright present! You are invited to join our warm, supportive community, where you’ll enjoy competitive wages, exciting events, a full suite of benefits, discounts, and perks, and access to amenities at our associate community Wisteria.

  • Attractive 401(k) plan
  • Paid vacation, holidays, and personal hours
  • Family medical, dental, and vision insurance. Long-term and short-term disability insurance
  • Employee and educational assistance program
  • Up to 40% off Retail, Spa, Activities, Food and Beverage at the Resort
  • On-site uniform and dry-cleaning services
  • Discounted meals during breaks in associate break areas

Wisteria Associate Community- Wisteria is Nemacolin’s way of showing our appreciation to our associates. This neighborhood is exclusive to associates and contains a Pub, Market, and Fitness Center. As a member of Team Nemacolin, you’ll enjoy these exclusive amenities.

Associate Recognition programs- Nemacolin realizes that our associates help to set us apart from other organizations in the industry through their commitment to providing exceptional service and their ability to consistently exceed guests’ expectations.

Nemacolin promotes a culture of continuous learning for our associates. We are strongly committed to comprehensive professional development programs:

  • Opportunities for advancement – At Nemacolin, we encourage our associates to grow within the organization and gain experience in a variety of departments to better understand the hospitality industry. Nemacolin prides itself on promoting from within the organization, and many of our upper-level managers began in entry-level positions and advanced into their current roles.
  • Mentoring and coaching programs – As a new associate, we provide a level of mentoring that is best suited to you to enhance your growth and career interests, while sharing knowledge, advice, and encouragement along the way.

(Keywords: IT, Helpdesk, Uniontown, Pennsylvania, Morgantown West Virginia)