IT Systems Support Technician I

The System Support Technician I provides first-line technical support for end users across BHC’s home office and hospitality environments. Working under the direction of the User Support Services Manager, this role resolves everyday hardware, software, and connectivity issues, images and deploys devices, and delivers a responsive, professional support experience. This is an entry-level IT position suited to someone who is service-oriented, detail-driven, and building hands-on technical experience in a multi-site environment.

JOB DESCRIPTION

End User Support and Troubleshooting

• Respond to and resolve Tier 1 support tickets for desktops, laptops, peripherals, printers, and mobile devices within defined service levels.

• Assist users with Microsoft 365 applications, password and MFA issues, VPN, and basic network connectivity troubleshooting.

• Support guest-facing technology and connectivity requests at hospitality properties when assigned.

• Escalate issues beyond entry-level scope to senior technicians or the appropriate team with complete context and documentation.

Device Management and Documentation

• Image, configure, and deploy end-user devices following established procedures and standards.

• Accurately document all work, asset assignments, configurations, and resolutions in the ticketing system.

• Maintain organized records of hardware inventory, device assignments, and support activity.

QUALIFICATIONS

• One to two years of hands-on technical support experience, including internships or lab work.

• Working knowledge of Windows operating systems, Microsoft 365 applications, and common desktop hardware.

• Strong service orientation and clear written and verbal communication skills.

• High school diploma or equivalent required; coursework or certificate in IT, computer science, or a related field preferred.

• CompTIA A+ or equivalent certification preferred.

• Exposure to Microsoft Intune, Entra ID, or a ticketing platform such as Freshservice preferred.

• Prior experience in a hospitality or multi-site environment preferred.

PHYSICAL CAPABILITIES:

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

• Ability to lift, carry, and move computer equipment, monitors, printers, and peripherals up to 40 pounds.

• Ability to work in various positions including under desks, in server closets, and in confined spaces to install, connect, and troubleshoot equipment.

• Regular movement between BHC properties and office locations throughout the workday.

• Prolonged periods of sitting at a desk and working on a computer during ticket resolution and administrative work.

• This is an on-site position. Occasional evening, weekend, and on-call coverage is required, including extended hours during peak hospitality periods or major events.

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

BHC is an equal employment opportunity employer.  Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.