Helpdesk Technician

ULTIMATE JET VACATIONS; Miami Gardens (FL); On-site; USD 40,000 - 56,000; Full time

Job summary

Ultimate Jet Vacations in the United States is seeking a Helpdesk Technician to serve as the first line of internal technical support, ensuring CRM, portals, and office technology operate smoothly for daily operations. You will troubleshoot issues, document problems, and collaborate with Product and Engineering to implement fixes, improve internal documentation, and strengthen the employee experience.

This role supports Reservations, Concierge, Sales, Marketing, and Operations, turning support

Responsibilities

• Serve as the primary point of contact for internal technical support requests across Reservations, Concierge, Sales, Marketing, and Operations.
• Troubleshoot issues related to AdminCRM, TA Portal, Front, Zoom, Microsoft 365, hardware, and other internal systems.
• Manage support tickets from initial response through resolution while maintaining excellent communication with internal stakeholders.
• Prioritize requests based on urgency and business impact to ensure minimal disruption to daily operations.
• Support user account creation, permissions, and system access across company platforms.
• Assist with software configuration, updates, and troubleshooting.
• Maintain system documentation and ensure internal knowledge remains accurate and up to date.
• Partner with IT vendors when additional support or escalation is required.
• Work closely with Product and Engineering teams to investigate system issues and identify root causes.
• Create clear and detailed bug reports, including reproduction steps, supporting documentation, and user impact.
• Test fixes and enhancements before deployment when needed.
• Help identify recurring issues and recommend long-term improvements.

Job description

Who is UJV?

Planning and managing a 5-star vacation from scratch requires expertise, cleverness, and a genuine passion for detail. That's what UJV is all about. UJV is a service-driven team of experts that work behind the scenes, engineering luxury travel experiences for advisors globally, so they can grow their business and fully satisfy their exclusive clients.

We are the luxury travel advisor’s right hand. How?

• UJV is a team of travel experts that advises and supports luxury travel advisors worldwide.

• We work behind the scenes as allies of top luxury travel advisors, to offer a 5 Star experience for their clients.

• We offer travel advisors the knowledge and tools needed to grow their business and better serve their exclusive clients.

• We offer an experience-centered service based on passion, expertise, integrity

• and attention to detail.

• We are willing to do the hard work in order to see our clients shine.

Role Mission

At Ultimate Jet Vacations, technology is at the center of everything we do. From our Reservations and Concierge teams to Sales and Operations, every department relies on reliable systems to deliver an exceptional experience to our clients.

We're looking for a Helpdesk Technician who will serve as the first line of technical support for our internal teams, ensuring our systems, tools, and technology operate seamlessly every day.

This role goes beyond resolving tickets. You'll troubleshoot technical issues, partner closely with Product and Engineering, improve internal documentation, and proactively identify opportunities to enhance the employee experience. Whether supporting our CRM, internal platforms, or office technology, you'll play a key role in keeping the business productive and running efficiently.

Responsibilities

Technical Support

• Serve as the primary point of contact for internal technical support requests across Reservations, Concierge, Sales, Marketing, and Operations.

• Troubleshoot issues related to AdminCRM, TA Portal, Front, Zoom, Microsoft 365, hardware, and other internal systems.

• Manage support tickets from initial response through resolution while maintaining excellent communication with internal stakeholders.

• Prioritize requests based on urgency and business impact to ensure minimal disruption to daily operations.

Systems Administration

• Support user account creation, permissions, and system access across company platforms.

• Assist with software configuration, updates, and troubleshooting.

• Maintain system documentation and ensure internal knowledge remains accurate and up to date.

• Partner with IT vendors when additional support or escalation is required.

Product & Engineering Collaboration

• Work closely with Product and Engineering teams to investigate system issues and identify root causes.

• Create clear and detailed bug reports, including reproduction steps, supporting documentation, and user impact.

• Test fixes and enhancements before deployment when needed.

• Help identify recurring issues and recommend long-term improvements.