Helpdesk Administrator

This role will be based on-site at the Driftwood Hospitality Management corporate office, in North Palm Beach, FL.

Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.

Job Summary

The Helpdesk Administrator serves as the first point of contact for technology support across the Driftwood Hospitality Management corporate office and hotel portfolio. This position provides Level 1 troubleshooting, technical assistance, and support for computer systems, hardware, software, and user accounts, responding to inquiries, diagnosing and isolating problems, and implementing timely solutions.

Working closely with the Systems Administrators and the broader IT team, the Helpdesk Administrator ensures that associates at headquarters and on property have the tools and support they need to deliver an exceptional guest experience. The role serves as the primary point of contact for technical support at headquarters and participates in the IT on-call rotation.

Primary Responsibilities

User Support & Issue Resolution

• Provide Level 1 support to corporate and property associates for issues involving computer systems, hardware, software, and peripheral equipment.
• Respond to support requests received by phone, email, ticket, and in person, resolving issues in accordance with established service level agreements (SLAs).
• Serve as the primary point of contact for technical support issues at the corporate headquarters.
• Provide remote support using remote access tools, guiding users through troubleshooting and resolution.
• Troubleshoot common property technology issues, including workstations, printers, email, connectivity, and user access to hotel systems such as PMS and POS.
• Escalate complex or unresolved issues to Systems Administrators, the broader IT team, or vendors, with complete and accurate ticket documentation.
• Refer major hardware or software failures and defective products to vendors or technicians for repair or replacement, and track them through resolution.

Account & Access Management

• Create, modify, and disable user and workgroup accounts in Active Directory and Microsoft 365, including group memberships, shared mailboxes, distribution lists, and permissions.
• Process new hire onboarding and associate offboarding requests promptly, including account provisioning, equipment issuance, and timely removal of access.
• Manage password resets and multi-factor authentication (MFA) enrollment in accordance with security policies.

Equipment Setup, Maintenance & Procurement

• Image, configure, and deploy laptops, desktops, mobile devices, printers, and peripherals, including installation of operating systems, software, and cabling.
• Install and perform minor repairs to hardware, software, and peripheral equipment in accordance with manufacturer and company specifications.
• Enroll and support company mobile devices through the mobile device management (MDM) platform.
• Procure IT equipment and software as needed to support systems, including obtaining quotes, placing orders, and tracking deliveries.
• Maintain an accurate inventory of hardware, software, and licenses, including asset tagging, assignment, and the retirement and secure disposal of equipment.

Security & Compliance

• Work closely with the IT team to ensure that systems and end-user devices meet security, audit, and brand compliance requirements.
• Ensure endpoint protection, security software, and operating system updates are installed and current on user devices.
• Identify and escalate suspected phishing, malware, and other security incidents in accordance with established procedures, and reinforce security best practices with associates.

Documentation, Training & Continuous Improvement

• Record all incidents and service requests in the helpdesk system with accurate details, categorization, and resolution notes to support auditing, reporting, and trend analysis.
• Assist in creating and maintaining standard operating procedures (SOPs) for processes that support the user environment, including laptop builds, user creation, and system installations.
• Develop and maintain knowledge base articles and self-help guides for common issues.
• Develop training materials and train associates on the proper use of hardware and software, including technology orientation for new hires.
• Communicate effectively and professionally with associates at all levels, including corporate leadership, department teams, and hotel personnel.
• Stay current on technology policies and procedures, and recommend improvements where appropriate.
• Participate in the IT on-call rotation to resolve after-hours issues affecting hotel operations.
• Perform other duties as assigned.

Qualifications

Qualifications

Required

• Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• One to two years of experience in a help desk or technical support role.
• Strong working knowledge of computer systems, hardware, software, and peripheral equipment.
• Working knowledge of Microsoft products, including Windows operating systems, Microsoft 365, and Active Directory.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and wireless connectivity.
• Experience with help desk ticketing systems and remote support tools.
• Ability to manage multiple priorities simultaneously, including tickets, phone calls, and remote sessions.
• Ability to participate in the on-call rotation, including evenings, weekends, and holidays.
• Strong problem-solving and analytical skills, with the ability to think creatively and work effectively as part of a team.
• Excellent communication, interpersonal, and customer service skills, including the ability to explain technical concepts to non-technical users with patience and professionalism.
• An openness to learning new technologies and a commitment to professional growth.

Preferred

• CompTIA A+ or similar certification; CompTIA Network+ or Microsoft certifications are a plus.
• Experience in the hospitality industry or with hotel technology, such as PMS and POS systems.
• Experience with Microsoft Intune or other mobile device management platforms.
• Experience with IT service management (ticketing) and documentation platforms.

Physical Requirements & Work Environment

• Ability to lift and carry IT equipment weighing up to 50 lbs.
• Ability to sit at a computer for extended periods, and to bend, kneel, or reach under desks to connect and set up equipment.
• Work is performed primarily at the corporate office. Occasional travel to hotel properties may be required.

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.