Provide advanced Tier 1 technical support for hardware, software, network infrastructure, and enterprise applications across all Tony Group locations. Troubleshoot and resolve complex technical issues, support Tier 1 staff, participate in IT projects, and assist with maintaining secure, reliable technology systems. Responsible for supporting the company's Vision: "Best place to work & Best place for our guests to do business" and Mission: "Build long-term relationships with our associates & guests & make a positive difference in our community."
Essential Job Responsibilities:
· Respond to escalated support requests from Tier 1 technicians.
· Troubleshoot and resolve complex hardware, software, networking, server, and application issues.
· Configure, deploy, and maintain desktops, laptops, mobile devices, printers, and related peripherals.
· Support Microsoft Windows, Microsoft 365, Active Directory, Azure, VPN, and other enterprise technologies.
· Install, configure, and troubleshoot network equipment including switches, wireless access points, and firewalls.
· Manage user accounts, permissions, group policies, and security access.
· Monitor system performance and proactively identify potential issues.
· Assist with server maintenance, software deployments, backups, and disaster recovery processes.
· Participate in IT infrastructure upgrades, system implementations, and technology projects.
· Document technical procedures, solutions, and knowledge base articles.
· Mentor and provide technical guidance to Tier 1 Help Desk Specialists.
· Coordinate with third-party vendors to resolve technical issues.
· Maintain accurate asset inventory and licensing records.
· Ensure compliance with company IT security policies and best practices.
· Participate in an on-call rotation or after-hours support as needed.
Additional Responsibilities: Adhere to the Tony Group Standards
· SMILE: Be positive and respectful to everyone.
· GREET: Greet everyone within five feet.
· HELP: Help every guest or find someone who can.
· THANK: Remember to always thank the guest.
· GOLD: Go for Gold (Grand Opening Look, Daily).
Required Skills/Abilities:
· Excellent verbal, written, and interpersonal communication skills.
· Strong customer service and leadership abilities.
· Advanced troubleshooting and diagnostic skills.
· Strong understanding of Windows operating systems, Microsoft 365, Active Directory, Azure, networking, VPNs, and endpoint management.
· Experience supporting enterprise hardware and software environments.
· Ability to manage multiple priorities with minimal supervision.
· Strong analytical, organizational, and documentation skills.
· Ability to mentor junior technicians and work collaboratively across departments.
· Knowledge of cybersecurity best practices and data protection principles.
· Must be able to work Saturdays as part of the regular work schedule.
Education and Experience:
· 3–5 years of progressively responsible IT Help Desk or Systems Support experience.
· Experience supporting Microsoft enterprise environments.
· Industry certifications such as CompTIA Network+, Security+, Microsoft, or equivalent certifications preferred.
Physical Requirements:
Regularly required to stand, walk, sit, kneel, crawl, and work in a variety of environments including offices, service departments, technician bays, rooftops, and equipment rooms. Must be able to lift, carry, and install equipment weighing up to 50 pounds. May occasionally work on ladders, in confined spaces, or after normal business hours during system upgrades or emergency support.
Principals only. Recruiters, please don't contact this job poster.