Internal IT Helpdesk Specialist for Luxury Travel

Ultimate Jet Vacations; Florida; 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 responsible for managing the physical technology infrastructure across the office. This role oversees new hire IT onboarding, ensuring incoming employees have their equipment ready before their first day, as well as maintaining the company's device inventory from setup through retirement. Beyond onboarding, this person will lead office tech setup and serve as the primary point of contact for hardware-related issues and equipment needs across the organization. While the role also involves basic software support, such as account and permission management, the core focus is on maintaining a well-organized, well-documented, and efficient hardware environment.

Responsibilities

Hardware Support & IT Onboarding

• Serve as the primary point of contact for hardware and equipment needs across Reservations, Concierge, Sales, Marketing, and Operations.

• Prepare and configure equipment for new hires, ensuring devices are ready before their first day.

• Troubleshoot issues related to laptops, monitors, peripherals, and other office hardware.

• Manage support tickets from initial request through resolution while maintaining clear communication with internal stakeholders.

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

Device & Inventory Management

• Maintain an accurate inventory of company hardware, tracking device assignments, availability, and lifecycle status.

• Coordinate the procurement, deployment, and retirement of equipment as needed.

• Set up and maintain office technology, including workstations, meeting rooms, printers, and network equipment.

• Maintain documentation on equipment standards, setup procedures, and troubleshooting steps to keep internal knowledge accurate and up to date.

• Assist with basic software configuration, account access, and permissions as needed.

Vendor & Cross-Team Coordination

• Partner with IT vendors and suppliers to source equipment, manage repairs, and escalate issues when additional support is required.

• Work with Product and Engineering teams to report and document hardware-related issues affecting internal systems.

• Provide clear documentation of issues, including affected equipment, steps taken, and user impact.

• Identify recurring hardware issues and recommend long-term improvements to equipment standards or processes.