Help Desk Engineer - Desktop Support

The Help Desk Engineer is responsible for providing exceptional technical support to corporate and property employees, including regular interaction with C-level executives and senior leadership. This role delivers white-glove support for desktops, laptops, mobile devices, collaboration technologies, and applications while ensuring excellent customer service and timely issue resolution. The ideal candidate possesses strong technical troubleshooting skills, a professional executive presence, and hands-on experience supporting enterprise technologies in a fast-paced environment. Help People with Tech Problems

• Support executives and staff with computers, phones, and accounts
• Reset passwords, fix login/MFA issues, troubleshoot email and Microsoft 365 apps
• Fix network, VPN, and printer issues
• Explain tech stuff in plain language Manage Computers & Devices
• Set up and fix Windows and Mac computers
• Handle computer upgrades, replacements, and re-imaging (wiping/reinstalling)
• Set up monitors, docking stations, printers, and conference room equipment Manage Phones
• Set up and support iPhones for staff
• Use Microsoft Intune to manage company devices Support Microsoft Tools
• Help with Outlook, Word, Excel, PowerPoint, Teams, OneDrive
• Manage Microsoft 365 accounts and licenses
• Handle device enrollment and policies through Intune Support Company-Specific Software
• Troubleshoot hotel management systems (Maestro PMS, Daylight, Scala digital signage)
• Work with outside vendors when issues are too complex to fix alone Remote Support
• Fix issues remotely using ScreenConnect
• Keep clear notes on what problems came up and how you solved them Support Office Technology

• Fix desk phones, video conferencing, TVs/signage, and meeting room tech Keep Records & Improve Things

• Log all tickets and solutions in the IT system
• Write help articles for common problems
• Spot recurring issues and suggest better long-term fixes

• 3+ years in help desk or desktop support
• Comfortable supporting executives professionally and confidentially
• Strong people skills and problem-solving ability
• Able to juggle multiple tasks independently Technical Skills
• Windows 11 and macOS
• Microsoft 365, Intune, Entra ID (Azure AD), MFA
• Setting up computers and phones (iPhones)
• Basic networking (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
• ScreenConnect (remote support tool)

• Software: Maestro PMS, Daylight, Scala Preferred, not Required

• Experience in hotels, resorts, or casinos
• Microsoft certifications (MS-900, MD-102, etc.)
• Interest in AI technology such as Copilot, PowerAutomate, ChatGPT, Claude