IT Service Desk Analyst II

Nemacolin Woodlands Resort   Farmington, PA   Full-time     Information Services / Technology (IT)
Posted on September 15, 2022
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Experience the magic of Nemacolin. Reaching across 2,200 acres in the Laurel Highlands of Southwestern Pennsylvania, Nemacolin offers guests a getaway like no other. Elevated accommodations range from the thrilling grandeur of The Chateau and modern elegance of Falling Rock—both recipients of the Forbes Travel Guide 2022 Awards—to the refreshing ease of The Lodge as well as The Homes and The Estates. And that is just the beginning! Nemacolin comes to life with show-stopping dining from the Forbes Five-Star and AAA Five-Diamond Lautrec; two championship, Pete Dye-designed golf courses; award-winning spa and wellness services; Orvis-endorsed fly fishing; countless outdoor activities; and snow sports, shopping, wildlife experiences, art tours, magical seasonal events, and limitless fun for all. Adventure awaits. At Nemacolin, we strive to attract, retain, and develop the best and the brightest talent in the field. Unique amenities and a strong track record of exceeding industry standards make Nemacolin an employer of choice for those looking to pursue opportunities in areas such as lodging and guest services, food and beverage, recreation, culinary arts, golf, and retail, among others. Through a variety of training initiatives and a strong commitment to career development programs, we believe that we can help our associates to develop the skills necessary to advance within our organization.

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. 

ESSENTIAL FUNCTIONS:

  • 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

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

  • 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.