Service Desk Field Technician

ST JOE RESORT OPERATIONS LLC; Panama City Beach (FL); Hybrid; USD 60,000 - 90,000; Full time

Job summary

The St. Joe Company/St. Joe Resort Operations seeks a System Analyst to provide technical assistance, support, and guidance to staff across corporate, hotel, and business units.

You will diagnose hardware, software, and network issues, configure equipment, and help with network upgrades while maintaining clear ticket records. Ideal candidates have strong Windows/macOS knowledge, familiarity with VOIP, and experience in a hospitality or corporate IT environment.

Qualifications

• High School diploma or GED required; COMPTIA certificate or associate degree preferred.
• Familiarity with Windows and macOS operating systems and common business applications.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance via ITSM, phone, email, and chat.
• Diagnose and resolve hardware, software, and network issues in a timely manner.
• Receive, configure, install, and support computer hardware and peripherals in a corporate environment.
• Assist with network upgrades and patches; escalate complex issues when necessary.
• Maintain accurate records of issues and solutions in a ticketing system.
• Perform on-call rotations as scheduled.

Skills

Customer support

PC support

Systems support

Networking concepts

VOIP

Windows/macOS

Education

High School diploma

COMPTIA certificate or Associate degree

Tools

Diagnostic software

Ticketing system

Job description

Job SummaryThe System Analyst is a skilled and customer-oriented position responsible for providing technical assistance, support, and advice to corporate, hotel and other business units staff using computers and computer peripherals. This position troubleshoots and diagnoses issues reported by staff and systems, gathers data to identify needs of the organization. The information gathered is used to identify, interpret, and evaluate technology requirements. The System Analyst will participate in user training in the best practice use of hardware and software. The System Analyst assists with projects, escalations and training needs.Primary Responsibilities & Essential FunctionsServe as the first point of contact for users seeking technical assistance via ITSM, phone, email, and/or chat.Diagnose and resolve hardware, software, and network issues in a timely manner.Receive, configure, install, and support computer hardware and peripherals in a corporate environment.Assist the Systems and Network staff in the roll-out of network, upgrades, patches etc. as required.Escalate complex issues to higher-level internal and external support teams or management when necessary.Maintain accurate records of issues and solutions in a ticketing system.Use diagnostic software, and tools to perform routine maintenance and upgrades on computers, peripherals and network hardware and appliances.Responsible for maintaining a clean, safe and hazard-free work environment.Ability to assist with AV needs including setting up projectors, laptops, and basic AV needs.Performs other duties as assigned.Performs scheduled on-call shift rotations.Education and ExperienceHigh School diploma, GED, or equivalent requiredCOMPTIA certificate or Associate degree in a computer-related discipline is preferred.Strong knowledge of Windows/macOS operating systems and common business applications.Familiarity with networking concepts, printers, VOIP, and remote troubleshooting.Previous hotel or hospitality experience a plusAbility to work in a team.Knowledge, Skills, AbilitiesCustomer support focusedKnowledge of PC support, Systems support, basic network supportIndependent problem-solving skillsTime managementOrganizational skillsInterpersonal communication skillsWillingness to learnPhysical DemandsOperates in an office environment and outdoors. Some periods of time may be spent in computer room and communications equipment spaces for installation, testing, and troubleshooting. Some work requires moving and lifting of heavy networking equipment (up to 50lbs).Must be able to operate AV equipment; use power tools; work at heights using ladders; and drive a motor vehicle. Ability to make hardware connections overhead or under desks.Working ConditionsOffice-based or hybrid work environmentOn-Call rotation for after-hours assistanceThe above statements are intended to describe the general nature and level of work being performed and are not an exclusive list of all duties and responsibilities. The St. Joe Company/St. Joe Resort Operations reserves the right to amend and change responsibilities to meet business and organizational needs.