IT Service Desk Analyst I

At Nemacolin, the IT Service Desk Analyst I provides responsive, professional technical support to associates across the resort. This position serves as a first point of contact for technology-related issues, assisting with hardware, software, networking, and end-user support while ensuring a high level of service and timely resolution.

The ideal candidate combines strong technical aptitude with exceptional communication and customer service skills. Success in this role requires the ability to troubleshoot effectively, prioritize multiple requests, document solutions accurately, and remain composed in a fast-paced hospitality environment.

Essential Functions:

(The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for this position.)

• Installation: Install hardware, software, operating systems and office applications including:

• Unpacking new equipment and installing and removing options in PCs
• Installing and configuring software
• Performing backups of workstations and servers

• Provisioning systems through vmWare

• Troubleshooting: Work with structured wiring systems, maintain, troubleshoot and support fiber optic and copper connectivity.

• Maintain, troubleshoot, and support network hardware in LAN, WAN, and wireless configurations

• Administrative functions: Perform functions such as writing reports, maintaining accurate records, etc.

• Informs management of problem trends and provide status reports

• Properly maintain records of helpdesk-related activities

• Tech Support: Provide end user support in a timely and courteous manner

• Prioritize tasks to handle multiple projects simultaneously

Other job duties as assigned.

• High School graduate. Associate’s Degree in IT or related field preferred
• Must be 18 years or older
• At least 1 year of experience with LAN/WAN technologies
• Internet/Intranet experience is a plus
• Must maintain knowledge of Nemacolin Woodlands Resort activities and services
• Must be flexible in scheduling and able to work evenings, weekends and all holidays
• Possess excellent communication, analytical and documentation skills and have a desire to work with other people in a team environment
• Have the ability to take direction and work under stressful situations
• Possess extraordinary phone skills

Set within Pennsylvania’s Laurel Highlands, Nemacolin brings together luxury-level service, refined hospitality, and a culture where meaningful careers take shape through experience, mentorship, and opportunity. Each role contributes to extraordinary guest and member moments while building a professional journey grounded in craftsmanship, collaboration, and pride.

A dynamic rooted in accountability, respect, and innovation encourages professionals to contribute ideas, elevate standards, mentor others, and grow with intention.

Professional Development & Recognition

• Paid training and continuous learning opportunities
• Leadership development and accelerated leadership pathways
• Mentorship, coaching, and cross-functional experience
• Monthly recognition opportunities for associates, leaders, and teams

Benefits Designed for Well-Being and Lifestyle

• Competitive compensation and attractive 401(k) program
• Medical, dental, and vision coverage available
• Paid time off
• Educational and career advancement support
• Savings across resort dining, retail, spa, and activities
• Discounted associate meals, dry cleaning, and uniform services
• Exclusive access to The Rec Center, The Market, The Pub, and the Wisteria associate community

A career at Nemacolin weaves together professional and personalized development, meaningful relationships, and the opportunity to help shape unforgettable experiences for guests, members, and colleagues alike.

Bring your passion. Grow your career. Create Real Life Magic.

About Nemacolin

A private, family-owned, and woman-owned luxury resort unlike anything else in the hospitality industry, Nemacolin spans more than 2,200 breathtaking acres in Pennsylvania’s Laurel Highlands. Recognized by Forbes Travel Guide, AAA, and Preferred Hotels & Resorts, this four-season destination blends refined hospitality with creativity, craftsmanship, and a spirit of adventure that defines every guest and member experience.

Distinctive accommodations, immersive experiences, and a culture grounded in artistry and service excellence come together to create a setting where guests, members, and associates find inspiration. Across the resort, Real Life Magic is brought to life through meaningful moments, genuine connection, and a shared commitment to delivering something truly exceptional.