Key ResponsibilitiesHelp desk and user supportAnswer support calls, emails and tickets; triage, resolve or escalate to the IT ManagerReset passwords, unlock accounts and manage MFA (currently Duo) in Microsoft 365 and Entra IDTroubleshoot Windows PCs, Outlook, Teams, OneDrive and SharePoint accessSet up, image and deploy new computers, laptops, tablets and mobile phones through IntuneOnboard and offboard employees: accounts, licenses, devices and accessDocument every issue and fix in the ticketing system and knowledge baseOn-site and field supportTravel to WCI properties to fix hardware, printers, receipt and ticket printers, scanners and kiosksSupport Clover point-of-sale, ticketing stations and Yellow Dog inventory devices in box offices and gift shops, often during live operationsInstall and move workstations, phones and peripheralsAssist with cable runs, patching, Wi-Fi access points and camera installs under the IT Manager's directionCheck IT closets and report problems with switches, UPS units or cabling Phones and devicesHandle desk phone moves, adds and changes and basic voicemail issuesHelp test and roll out the new phone systemTrack hardware, serial numbers and assignments in the asset inventorySecurity basicsFollow security procedures for accounts, devices and payment systemsReport suspicious emails, Sophos alerts and lost or stolen devicesApply updates and patches as directed, and help move users to a new MFA platform when WCI replaces DuoRequired qualifications1–2 years of help desk, desktop support or field technician experience (or equivalent training plus strong hands-on skills)Solid Windows 10/11 troubleshooting and hardware repair skillsFamiliarity with Microsoft 365 and Active Directory or Entra ID user managementBasic networking knowledge: IP addressing, DHCP, DNS, Wi-Fi and how to test a cableFriendly, patient communication with non-technical staff, including under time pressureValid driver's license, reliable transportation and ability to travel overnight to other propertiesPreferred qualificationsCompTIA A+, Network+ or Microsoft 365 certifications (MD-102, MS-900)Experience with Intune, Group Policy, Sophos Central or DuoClover POS, Yellow Dog inventory or other point-of-sale, ticketing and retail system supportCable termination and testing experienceVoIP desk phone experience (Avaya or similar)Hospitality or entertainment industry experiencePhysical requirements and work conditionsLift and carry up to 50 lbs (computers, printers, monitors, boxes of equipment)Climb ladders, work above ceilings and under desks, kneel and crawl in tight spacesWork in show arenas, kitchens, warehouses and outdoor areas in heat and coldEvenings, weekends and holidays as needed; peak seasons follow show schedulesSome overnight travel to Branson, Myrtle Beach, South Dakota and Panama City BeachSafety & ComplianceFollow applicable company policies, procedures, safety requirements, and departmental guidelines. Physical Demands Lift/Carry StandO (Occasionally) 10 lbs or lessF (Frequently) WalkF (Frequently) 11-20 lbsF (Frequently) SitF (Frequently) 21-50 lbsO (Occasionally) Handling / FingeringO (Occasionally) 51-100 lbsN (Not Applicable) Reach OutwardF (Frequently) over 100 lbsN (Not Applicable) Reach AboveF (Frequently) ShoulderO (Occasionally) Lift/Carry ClimbN (Not Applicable) 10 lbs or lessF (Frequently) CrawlN (Not Applicable) 11-20 lbsO (Occasionally) Squat or KneelO (Occasionally) 21-50 lbsO (Occasionally) BendF (Frequently) 51-100 lbsN (Not Applicable) Legend N (Not Applicable)Activity is not applicable to this occupation.