The Help Desk Technician is responsible for all aspects of user support.  Including tracking, research, review, and remediation of items.  For all systems users at assigned locations.  Hardware and software configuration and support for end-user equipment.  Ordering and inventory control for user-assigned equipment.  Workflow planning, time management, and projects related to end-user support.

At CoralTree Hospitality, we're committed to enriching your career and life experiences through unparalleled benefits that support your personal and professional growth. Joining the CoralTree team means gaining access to an exceptional benefits package designed with you in mind. Join us and discover a workplace where your contributions are valued and rewarded every day.

• Explore Freely: Immerse yourself in our Team Member Travel Program, where you'll enjoy complimentary and discounted stays at CoralTree Hospitality properties, allowing you to explore new destinations effortlessly.
• Share the Experience: Enjoy unlimited Friends and Family discounted rates, creating unforgettable memories together.
• Comprehensive Health Coverage: Take charge of your well-being through our pre-tax flexible benefit plan, covering healthcare and dependent care expenses, tailored to your needs. Our comprehensive medical, dental, vision, life, and disability benefits, including pet insurance ensures peace of mind for you, your family, and your furry companions.
• Build for the Future: Plan for tomorrow with our 401(k) plan, complete with a company match, empowering you to build financial security.
• Support When You Need It: Navigate life's challenges with confidence through our Employee Assistance Program, providing support when you need it most.
• Enriched Lifestyle: Enjoy a balanced lifestyle with paid vacation, sick days, and holidays, giving you time to recharge and celebrate with loved ones.
• Exclusive Discounts: Access team member discounts from top industry brands in travel, entertainment, and retail, including Apple, Live Nation, Samsung, Hertz, and more, making every day a little more extraordinary.

As a member of the Lake Nona Wave Hotel team, you'll also benefit from:

• Enhanced Wellness: Benefit from special rates at the Lake Nona Performance Club, enhancing your wellness journey.
• Culinary Delights: Indulge in discounts at Tavistock Group Restaurants, savoring culinary experiences at exceptional value.
• Complimentary Convenience and Comfort: Receive team member meals, uniforms, and parking, ensuring convenience and comfort during your workday.

• Technical Support: Provide front-line support for end users, including in-person and remote assistance for hardware, software, and connectivity issues.

• System Maintenance: Troubleshoot and maintain Windows 11 laptops/desktops, mobile devices, printers, and AV systems.

• Issue Tracking: Log and resolve support tickets using a centralized system, escalating more complex issues when necessary.

• User Setup & Equipment Management: Assist with new hire system setups, equipment imaging, software installations, and asset inventory.

• Hotel Systems Support: Provide basic troubleshooting support for POS (Simphony) and PMS (HMS) systems, with guidance from senior IT staff.

• 1–3 years of IT support or help desk experience.

• Strong knowledge of Windows 11 and Microsoft 365 (Outlook, Teams, SharePoint).

• Basic understanding of networking concepts (IP addressing, DNS, DHCP, Wi-Fi).

• Ability to communicate technical solutions clearly and patiently.

• Customer-focused mindset with strong time management skills.

• Ability to lift up to 50 lbs. and willingness to travel between local properties as needed.

• Flexibility to work nights or weekends.

Preferred Qualifications

• Experience supporting hospitality systems such as HMS and Simphony.
• Familiarity with remote support tools (TeamViewer, BeyondTrust, etc.).
• CompTIA A+, Network+, or related technical certification(s).
• Prior experience in a hotel, resort, or multi-property environment.

Working Environment/Physical Demands:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. 

• While performing the duties of this job, the team member is regularly required to walk, stand, and sit 6-8 hours per day and may have exposure to basic office supply chemicals.
• The team member is occasionally required to climb and use balance. Additionally, they will frequently be asked to use their hands and arms to reach, carry, pull, and lift up to 25 lbs.  Specific vision abilities required by this job include close vision, distance vision, and peripheral vision. 
• While performing the duties of this job, the team member may experience temperature fluctuations (rain, wind, heat, humidity), and moderate to high noise levels.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.  This job description is subject to change at any time.  The team member will be required to follow other instructions and perform other work-related duties requested by his or her supervisor.

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