Remote IT Help Desk Specialist - Customer-Focused Support

AmaWaterways River Cruises; Calabasas (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

AmaWaterways River Cruises is seeking an experienced IT Help Desk professional to support clients and internal teams from our US operations. The role focuses on incident management, user support, and proactive service delivery in a dynamic hospitality-tech environment.

You will handle first and second level tickets, monitor high priority issues, coordinate webinars, and ensure accurate data, reporting and timely resolutions in line with SLA expectations.

Qualifications

• Proven HelpDesk support experience in a large organization.
• Experience in Level 1/2 IT HelpDesk support.
• Strong customer service orientation.

Responsibilities

• Provide first and second level IT helpdesk support for clients including workstation and Office software support.
• Monitor high/major priority HelpDesk issues and escalate as needed to ensure prompt resolution.
• Update customer data and produce activity reports for accountability.
• Create and coordinate webinars and virtual classrooms; manage setups and materials.
• Perform hardware relocations and reconfigurations for end users.
• Provide phone and customer-facing support for initial fault diagnosis; ensure satisfactory resolution.

Skills

Customer service

Help desk support

Remote work tech

Tools

Microsoft Office

ShoreTel phones

HelpDesk software

Job description

AmaWaterways River Cruises is seeking an experienced IT Help Desk professional to support clients and internal teams from our US operations. The role focuses on incident management, user support, and proactive service delivery in a dynamic hospitality-tech environment.

You will handle first and second level tickets, monitor high priority issues, coordinate webinars, and ensure accurate data, reporting and timely resolutions in line with SLA expectations.