Service Desk Technician (Level I) - Information Technology (Sky Warrio

Baha Mar's Service Desk Technician Level 1 will work together with the Director of Service Desk in developing and sustaining Baha Mar Resort's information technology platform, enabling the resort to operate with appropriate and expandable applications. Responsibilities will include, but are not limited to:

• Correctly categorize, prioritize and diagnose incidents and service requests

• Perform diagnostics and troubleshooting of application, hardware, network and procedural issues

• Provide log in names and passwords, permission administration within guidelines set by IT Security and HR

• Communicate outages and availability with use of Self Help Tools, Knowledge Bases, FAQ's, Portals and other technical tools

• Provide 1st level technical remedies and standard fixes based on technical training, documentation and advice from higher level Desk Technicians

• Record, track, and document the service desk problem-solving process, including all actions taken, through to final resolution

• Perform remote fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications

• Execute preventative maintenance, including checking and cleaning of workstations, printers, etc.

• Test fixes to ensure problems have been adequately resolved and perform post-resolution follow-ups

• Contribute to a world class IT department

• Uphold company's key values and brand standards to encourage team to maintain culture of excellence and achieve top results

• Ensure seamless flow of information between IT team and other departments

• Stay current on new and innovative IT solutions

• Perform other duties as assigned