Job Directory Help Desk Support

Help Desk Support
Chicago, IL

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Job Description

Job Title: Help Desk Support

Department: Information Technology

FLSA status: Non-Exempt

Job Summary:

Inspired by our commitment to excellence, the Information Technology team at our Company* creates unforgettable memories for our guests. Help Desk Support will ensure sufficient coverage of phones and ticketing system and resolution of help desk tickets in order to meet the Company's Operational Level Agreement ensuring accurate information to maximize technical operation.

Scheduling- Year-round hours are available:

* Spring/Summer- Full-time hours available (approximately 40 hours/week)
* Fall/Winter- Variable hours available (up to 20 hours/week)
* Must be able to work weekends

Essential Functions:


* Manage Tier 1 Help Desk calls and email
* Create tickets for all Help Desk requests
* Provide basic internet connectivity troubleshooting ensuring continuous production and efficiency
* Email and communicate troubleshooting steps, respond to and correct problems with software and hardware and all other general Tier 1 end user support
* Document all issues and solutions to develop a knowledge base and user guides
* Re-assign and/or escalate tickets to other team members as necessary
* Review team's open tickets and assist with or offer suggestions for resolution

Guest Service:

* Provide prompt responses to internal guest inquiries

Additional Responsibilities:

* Attend applicable meetings as designated or necessary
* Execute other duties as assigned

Job Specifications / qualifications:

* High school diploma or equivalent required
* Must be pursuing an Associates or Bachelor's degree in Information Technology or related field
* Basic understanding of network hardware and software
* Excellent patience, interpersonal and guest service and phone skills
* Intermediate knowledge of Windows 7 & Windows 10, Office 2013/365
* Familiarity with Active Directory, Citrix, Microsoft Cloud and Okta
* Must be able to lift 75 pounds
* Enjoy working with people and place high importance on internal guest service satisfaction
* Be detail oriented
* For purposes of this job description only, references to the 'Company' are to the following subsidiaries of Entertainment Cruises Inc.: Premier Yachts, Inc., Mystic Blue Cruises, Inc., Seadog Ventures, Inc., and Spirit Cruises, LLC. You are employed by one of these subsidiaries, not by Entertainment Cruises Inc.

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