Service Desk Administrator

With a culture of recognition and reputation for excellence, ELS is the ideal organization in which to develop a long and successful career!

ELS is hiring for the position of Service Desk Administrator in Plano, Texas.

What you'll do :

The Service DeskAdministratorprovides remote and onsite support for Windows-based computers, telephone systems and data / voice communications systems.

This position requires a mastery of the company’s business functions, applications and technology and provides exceptional customer support in a comprehensive and timely manner.

Your job will include :

Install, configure, troubleshoot and support all ELS employee hardware and software including windows-based desktops, laptops, tablets, smartphones, projectors, telecom handsets, headsets and A / V equipment.

Gather requirements and perform set up of workstations for equipment refreshes and on / off-boarding requests.

Deliver basic instructions and training for all supported applications and hardware.

Administer user accounts through Active DirectoryandO365, as well as other proprietary applications for all on / off-boarding and position change requests.

Provide Level I and Level II desktop and peripheral equipment support (e.g., printers, monitors, local area networks, scanners, fax machines, etc.) to remote end users.

Ensure timely resolution of requests : initiate service calls; prioritize and handle tickets from open through close; research technical issues;

escalate issues; document resolutions; and prepare service history reports.

Function as a liaison from the IT department to end users at property locations.

Participate in the refinement and execution of IT and team initiatives.

Work closely with other IT teams to resolve incidents as needed.

Provide updates and status briefings and maintain a log of support calls and activities.

Create Knowledge Base articles to document problems and solutions.

Maintain a professional and patient demeanor and provide exceptional customer service.

Participate in evening and weekend shifts, as well as on-call shifts, on a rotating basis.

Experience & skills you need :

Bachelor’s degree in Information Technology, or a related field, or an equivalent combination or education and experience.

A+ Certification and / or ITIL v3 Foundations experience or certification preferred.

• One to two years of support experience and a solid working knowledge of the following : basic user and security group administration through Active Directory;
• Desktop Windows Operation Systems (e.g., Win7, Win10) and MacOS; Data, Data Networking, Telephony and voice transmission concepts;

MS Office 2007 Suite; and OS X and iOS.

Experience with a trouble ticket system, including entering tickets, distributing them to Level 2 and Level 3 support personnel and ensuring that they’re resolved in a timely and complete manner.

Exceptional customer service and problem-solving skills.

Ability to provide limited technical and IMAC support for computer hardware, software and operating systems, printers, PDAs, telecommunications equipment and circuits.

Working knowledge of the following : basic Windows operating system configurations, including domain registration, basic networking and printer configurations and network drive mapping.

Knowledge of Microsoft Software, Avaya, firewall software and virtual private networking; familiarity with Lucent Partner Systems preferred.

Meticulous attention to detail and the ability to meet deadlines and drive projects to completion.

Ability to travel up toXX%, sometimes with short notice.

In return for your excellent skills and abilities, we offer a comprehensive benefits package including : medical, dental, and vision plans, a generous 401(k) employer match, and paid vacations, holidays, and sick time.

We invite you to visit our web site at for additional information regarding our exceptional resort communities.

As an Equal Opportunity Employer, we welcome and thank all applicants.