Location: Eau Claire,WI, USA
Overview
COMPANY SUMMARY
At Holiday Vacations, our goal is to enrich lives with valued travel experiences. We offer inclusive guided tours led by professional Tour Directors to more than 70 destinations on six continents. We travel by air, motor coach, trains, and cruises on itineraries that bring the destination alive for our guests. We are headquartered in Eau Claire, Wisconsin and are a subsidiary of Xanterra Travel Collection, the largest national park concessionaire in the U.S. Xanterra also owns other tour operator and cruise line brands including VBT Bicycling Vacations, Country Walkers, and Windstar Cruises.
POSITION SUMMARY
We are currently seeking a detail-oriented and driven professional to join our team as an IT Systems Support Specialist. As an IT Systems Support Specialist, you will have the primary responsibility for the day-to-day support and administration of the end-user PC related environment as well as front-line support for reservation and contact center applications including collaboration tools used by the company. This position would be the primary resource for supporting guest accounts for our mobile app and guest portal. This position is responsible for primary support of remote Tour Directors and the devices they use. As the first line of support, this position requires empathy, patience, and strong problem-solving skills. A successful candidate will have a history of providing exceptional service and support to internal and external customers.
Responsibilities
CORE COMPETENCIES
Adaptability: Responds effectively to changing priorities, challenges, and environments, maintaining productivity and focus under shifting circumstances. Leverages strong problem-solving skills to navigate ambiguity and lead the team through change with clarity and direction.
Continuous Learning: Proactively seeks opportunities to enhance knowledge, skills, and expertise. Embraces feedback, adopts new technologies, and remains current with best practices, ensuring ongoing personal and professional growth.
Innovation: Challenges conventional thinking by exploring creative solutions and embracing calculated risks. Encourages fresh ideas, applies emerging trends, and continuously improves processes, products, or services.
Customer Service: Understands and anticipates customer needs, delivering timely and reliable support. Demonstrates empathy, professionalism, and responsiveness, ensuring customers feel valued and well-served.
Communication: Shares information clearly, concisely, and professionally while actively listening to others. Adapts messaging to the audience, provides constructive feedback, and fosters an environment of open, honest dialogue.
AREAS OF RESPONSIBILITY
* Serves as the primary IT deskside support resource for Holiday Vacations office and remote staff, responsible for day-to-day procedures related to the identification, prioritization, and resolution of end user requests, including the monitoring, tracking, and coordinating of service desk functions at Holiday Vacations
* Manage processing of incoming requests and incidents via Service Now ticketing system, telephone, chat, and email
* Diagnose complex errors or technical problems and determine proper solutions
* Document all pertinent information and the nature of a problem or issue
* Ensure requests and incidents are resolved in a timely fashion
* Support desktop applications for end users onsite and remote users
* Escalate or dispatch tickets to the appropriate support resources
* Develop and maintain a knowledge base of known issues and resolutions
* Serve as the product owner and subject matter expert for key systems and tools, ensuring effective utilization and continuous improvement
* Provide the primary technical support for Tour Director devices, accounts, and applications
* Provide technical and logistical support to the Tour Director department, including building departure folders and Team channels for each departure.
* Provide technical support for guest accounts on the mobile app and guest portal, combining troubleshooting skills with exceptional customer service
* Support phone system issues that may arise within the business
* Assist with IT software license compliance
* Administers system backups at Holiday Vacation
* Assist with server and workstation patching requirements as needed
* Assists with minimizing organizational costs and maintaining operating efficiency through asset management and tracking.
* Responsible for asset lifecycle for laptops, desktops, printers, smartphones, etc.
* Annual confirmation of IT capital assets
* Manage e-waste disposal in accordance with Xanterra Corporate policies and platform at Holiday Vacation
Qualifications
REQUIRED KNOWLEDGE, SKILLS, AND EXPERIENCE
* Education/Experience: Associate's degree in information technology. Equivalent work experience can substitute for formal education, 1-3 years of IT experience is required with a background in hospitality, or consumer-oriented systems strongly preferred.
* Technical Knowledge - Strong PC and laptop skills including provisioning, Windows 10 and 11 Operating System knowledge, security setup, etc. Ability to work in IT support desk environment and tracking work details in IT ticketing system, ServiceNow. Basic familiarity of PC Networking (wired and wireless) as well as the use of VPN Software.
* IT Customer Service: Have direct customer service/support experience in an IT environment as a first-tier support representative.
* Work Ethic:The individual must have the capacity to work in a fast-paced environment where project priorities, task deadlines, and assignments can change quickly and with little notice. The individual must be a self-starter who can work with minimal supervision while working within the guidelines set by their supervisors.
* Communication Skills:Ability to communicate both verbally and in a written format is critical to the success of any individual in this position due to the amount of documentation and training required within the job duties.
PREFERRED KNOWLEDGE, SKILLS, AND EXPERIENCE
* Security Knowledge -Knowledge and prior experience with application security compliance and role requirements is preferred.
* Applications Experience -Experience and/or familiarity with the following types of applications is preferred: Timekeeping, Customer Reservation, Call Center platforms, Retail, Customer Data Management, Learning and Development, Recruiting, Procurement, etc.
Things that will set you apart:
* Use of and management of VPN software
* Tools to remotely manage and/or deploy applications to PC's.
* Knowledge of ServiceNow
* Maintenance of Windows Active Directory
* Working knowledge of MFA/2FA systems
* Understanding of ITIL 4 / ITSM service models
WORKING CONDITIONS AND ARRANGEMENTS
Work Location: The location for work is the Holiday Vacations corporate headquarters in Eau Claire, Wisconsin. The office environment may have moderate noise levels from office equipment and verbal interaction.
Schedule: Work hours are generally during the regular business week, but there may be variations due to the time of year and department demands. This position follows a hybrid work arrangement, involving three days working in the office and two days working from home, based on the department's needs. However, there are occasions where additional office days are required to meet business demands.
Physical Requirements: The job requires the ability to sit for extended periods of time, as well as the ability to frequently walk and lift or carry up to 35 lbs. May require bending, twisting, stooping, grasping, and reaching outward or above shoulders, lift/carry and push or pull up to 50 lbs.
TECHNICAL AND HOME-OFFICE REQUIREMENTS
* Must have a distraction-free workspace/environment with space for a desktop computer with two monitors.
* Must have a stable power source and internet connection, including a dedicated high-speed internet and ethernet connection.
* Connection cannot be wireless, Wi-Fi extenders, Wi-Fi repeaters, or hotspots.
* Ability to plug in your equipment to modem/router during work times.
BENEFITS: For full-time employees, Holiday Vacations offers a comprehensive benefits package including: Medical, Dental & Vision; HSA & FSA; Life & Disability; Accident, Hospital & Critical Illness; Pet Insurance; Paid Time Off and Holiday Paid Time Off; 401(k) with Company Match; Employee Assistance Plan; Education Assistance; and Employee Discounts and Travel Deals.
EEO: Holiday Vacations 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.