Help Desk Technician

Salary Range $60,000 to $70,000

Hornblower Group is seeking a Help Desk Technician for our Corporate operations in Orlando.

About You:

This person will be adaptable, dynamic, and embody City Experiences' RESPECT Service System.

About the Opportunity:

The Help Desk Technician will primarily be responsible for the monitoring, tracking, and resolution of IT-related issues while escalating as necessary to the appropriate resource and acting as an escalation point. This individual will be primarily supporting the Orlando Executive Corporate Office and will be interacting with Executive-level users as well as other VIPs daily, so professional and timely interactions with each user is imperative. This individual will be an active contributor to the Help Desk in a strong customer service-focused role, will take ownership of tickets, and will be able to see issues through to the end. This position will require more technical knowledge than previous tiers and will handle more complex tickets.

Essential Duties & Responsibilities:

• Provide Tier 1, 2, and 3 IT support for local users at the Corporate Head Office in Orlando, Florida, as well as remotely to 5000+ users
• Demonstrates excellent customer service skills, such as verbal, interpersonal, and written communication
• Demonstrates exquisite customer service skills with VIPs (VPs and Executives), in person and remotely
• Actively maintain Help Desk ticket queue, ensuring a timely response to issues, as well as fielding phone calls and walk-up support
• Persistent communication with our clients when working on requests
• Create and maintain documentation when requested
• Responsible for PC/Mac desktop and laptop computer configuration, deployments, and troubleshooting
• Support enterprise POS systems and peripherals
• Support for networking and cabling
• Act as an escalation point within certain applications and services
• Maintain and update inventory of hardware and software
• Expected to work during standard business hours and maintenance/emergency windows outside of normal hours
• Advise Supervisor or Human Resources any changes of name, address or work status as it affects your compensation, benefits or employment
• Know and understand internal policies and external regulatory requirements that relate to your position and department
• Additional job duties assigned

Requirements & Qualifications:

• Windows and Mac OS environment experience: 2-5 years (Required)
• Break/Fix Customer Service: 3 years (Required)
• Asset or inventory management: 2 years (Required)
• Adept at learning new software for Mobile Device Management (MDM) and Remote User Management
• Vendor and sales relations: 2-5 years (Preferred)

About Us:

City Experiences' passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands that welcome upwards of 30 million guests/riders annually. If you're an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

The RESPECT Service System embodies City Experiences' mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

The Company is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and harassment against any applicants or employees based upon their race, color, religion, national origin, sex, age, sexual orientation, gender identity or expression, mental or physical disability, status as a protected veteran, or other characteristics prohibited by applicable law.

The Company participates in the E-Verify program in certain locations.