IT Help Desk Technician

Icona Resorts 1; Wildwood Crest (NJ); On-site; USD 42,000 - 62,000; Full time

Job summary

ICONA Management LLC in Wildwood Crest, NJ is seeking an IT Help Desk Technician to support hotel staff with phones, emails, and ticketing. This on-site role reports to the Director of Information Technology and focuses on hardware, software, and basic network support.

Responsibilities include onboarding hardware, troubleshooting workstations, printers, POS terminals, and guest Wi-Fi issues; escalating complex problems; maintaining ticket logs; and contributing to IT documentation.

Qualifications

• High school diploma or equivalent.
• Up to 1 year IT support experience (internships, coursework, or certifications welcome).
• Basic understanding of Windows OS; familiarity with Mac OS a plus.
• Strong customer service and communication skills.
• Ability to explain technical issues to non-technical staff clearly and patiently.
• Willingness to travel between properties as needed.
• Valid driver's license.

Responsibilities

• Serve as the first point of contact for IT support requests from hotel staff via phone, email, and ticketing system.
• Troubleshoot and resolve issues related to workstations, laptops, printers, POS terminals, and mobile devices.
• Provide basic support for PMS, POS, and other hotel operations software.
• Set up and configure new hardware, software, and user accounts (onboarding/offboarding support).
• Escalate complex issues to Tier 2/3 IT staff or vendors as needed, following up to ensure resolution.
• Maintain accurate records of support tickets, resolutions, and recurring issues.
• Assist with basic network troubleshooting (Wi‑Fi connectivity, cabling checks, guest internet issues).
• Help maintain IT asset inventory (equipment, licenses, warranties).
• Follow IT security protocols and help reinforce best practices among hotel staff.
• Contribute to documentation of common issues and step‑by‑step troubleshooting guides.
• After hours on call for properties on a rotational basis.
• Other duties as assigned.
• Weekly attendance to Aloha Culture Meeting.

Skills

IT support

Customer service

Windows OS

Mac OS

Communication

Travel readiness

Education

High school diploma

Tools

Ticketing system

Job description

Job Details

Job Location: ICONA Management LLC - Wildwood Crest, NJ 08260

Job Title: IT Help Desk Technician

Classification: Salary- Exempt

Reports to: Director of Information Technology

Job Description

This role supports the IT Help Desk in training, implementation of software, and assists team members in a daily role. All software and hardware support for all ICONA related properties with direction from the Director of IT. This is not a remote position.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the first point of contact for IT support requests from hotel staff via phone, email, and ticketing system
• Troubleshoot and resolve issues related to workstations, laptops, printers, POS terminals, and mobile devices
• Provide basic support for property management systems (PMS), point-of-sale (POS) systems, and other hotel operations software
• Set up and configure new hardware, software, and user accounts (onboarding/offboarding support)
• Escalate complex issues to Tier 2/3 IT staff or vendors as needed, following up to ensure resolution
• Maintain accurate records of support tickets, resolutions, and recurring issues
• Assist with basic network troubleshooting (Wi‑Fi connectivity, cabling checks, guest internet issues)
• Help maintain IT asset inventory (equipment, licenses, warranties)
• Follow IT security protocols and help reinforce best practices among hotel staff
• Contribute to documentation of common issues and step‑by‑step troubleshooting guides
• After hours on call for properties on a rotational basis.
• Other duties as assigned.
• Weekly attendance to Aloha Culture Meeting

Competencies

• Ethical Conduct
• Confidentiality
• Time Management
• Organization Skills
• Above average Excel skills
• Experience with complex spreadsheet analysis

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional hotel and office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position will require inside/outdoor (including beaches) work in all types of weather.

PHYSICAL ENVIROMENTAL DEMANDS:

• Stand- Under 2/3rd of the time
• Walk- Under 2/3rd of the time
• Sit- Over 2/3rd of the time
• Use hands to fingers, handle or feel- Over 2/3rd of the time
• Reach with arms and hands- Over 2/3rd of the time
• Climb or balance- Under 1/3rd of the time
• Stoop, kneel, crouch or crawl- Under 1/3rd of the time
• Talk or hear- Over 2/3rd of the time
• Lift minimum of 5lbs.-35 lbs.- Under 1/3rd of the time
• Adherence to all policy and procedures delineated in the ICONA Handbook

Travel

Some travel is expected for this role.

QualificationsRequired Education and Experience

• High school diploma or equivalent
• Up to 1 year of IT support experience (internships, coursework, or certifications welcome)
• Basic understanding of Windows OS; familiarity with Mac OS a plus
• Strong customer service and communication skills
• Ability to explain technical issues to non‑technical staff clearly and patiently
• Willingness to travel between properties as needed
• Valid driver's license

Additional Eligibility Qualifications

• Maintain confidentiality of all sensitive information.
• Excellent guest and vendor service skills.
• Upholding the ICONA Aloha culture.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.