IT SUPPORT SPECIALIST

Job Summary

Farmington Country Club is seeking an IT Support Specialist to own front-line help desk support alongside application-level account administration and day-to-day technology operations across the Club. This is a hands-on, hourly role combining day-to-day help desk troubleshooting with growing ownership of onboarding/offboarding coordination, device imaging and deployment, and support for Club systems such as point-of-sale and reservations, while serving as the first point of contact for staff technology issues and providing occasional one-off support for member-facing technology as it arises.

This position works closely with the Senior Systems Engineer and Director of IT, with a clear path toward increasing autonomy in application-level account administration, onboarding/offboarding coordination, and hands-on network and systems troubleshooting. The role centers on end-user support and application-level systems, working alongside and learning from senior technical staff on infrastructure-level work. Domain-wide identity credentials (Active Directory and Entra ID accounts, MFA, and conditional access) are owned by the Senior Systems Engineer; this role owns application-level credential support for the Club's business systems, such as Northstar Nexus.

Essential Duties and Responsibilities

End-User Support

• Serve as the primary point of contact for staff technology issues across departments: dining, lodging, golf, racquets, aquatics, fitness, and events, with occasional one-off support for member-facing technology issues as they arise.
• Diagnose and resolve hardware, software, printing, mobile device, and connectivity issues for end users.
• Manage and prioritize the IT help desk ticket queue, ensuring timely response and resolution consistent with Club service expectations.
• Provide staff-side support for point-of-sale and other operational terminals used to serve members; assist with occasional one-off member-facing technology issues (e.g., member mobile app, IPTV) as they arise.

Identity & Access Administration

• Coordinate the new-hire onboarding and termination offboarding workflow: confirm domain account setup (initiated by the hiring manager's request form) completes correctly, flag any setup issues or adjustment needs to the Senior Systems Engineer, and confirm all downstream systems (phone, key fob, applications) are provisioned or deactivated on schedule. Domain-wide Active Directory and Entra ID account creation, deactivation, and credential resets are owned by the Senior Systems Engineer.
• Configure desk phones and provision voice mailboxes for new staff in the Cisco Unified Communications Manager (CUCM) and Unity Connection environment as part of onboarding; deactivate extensions and mailboxes during offboarding.
• Issue and program key fobs for new staff in the Club’s access control system, applying appropriate door/area permissions by role; deactivate and recover fobs during offboarding.
• Create and manage user accounts, password resets, and role-level permission assignments for Northstar Nexus and other Club business applications.
• Maintain accurate records of issued devices, software licenses, and application-level account assignments.
• Process ad-hoc application-level access requests (Northstar Nexus and other Club software password resets or permission changes) and physical access requests (lost fobs, temporary access) in coordination with HR and department heads; escalate domain-wide account or group permission changes to the Senior Systems Engineer.

Device & Systems Support

• Image, configure, and deploy staff workstations, laptops, and mobile devices.
• Perform routine maintenance on end-user hardware, conference room AV systems, and common-area technology.
• Provide troubleshooting support for network connectivity issues (switch ports, wireless access points) and escalate complex infrastructure issues to the Senior Systems Engineer.
• Support basic POS, reservation system, and access control device-level troubleshooting in partnership with platform vendors.

Documentation & Process

• Maintain up-to-date documentation for onboarding/offboarding procedures, common troubleshooting steps, and device inventory.
• Contribute to the development of IT SOPs and end-user training materials.
• Participate in technology rollouts, seasonal event support, and Club-wide system upgrades.