Job Summary (Essential Functions)

Hospitality-focused providing first line technical support for end users, members, and guests in a Windows based environment with multiple locations (San Francisco and Monte Rio). This role is high-touch and is responsible for troubleshooting workstation issues, supporting Club applications, and ensuring timely resolution or escalation of incidents or requests. The ideal candidate is proactive, communicates clearly, and delivers excellent support experience both front and back of house operations in a fast-paced environment.

Job Tasks & Responsibilities

• Serve as the first point of contact for all incoming technical support incidents or requests via phone, email, chat, and ticketing system.
• Provide troubleshooting for Windows based workstations, laptops, point-of-sale, peripherals, and mobile devices.
• Provide user training and guidance on Club applications and technology best practices.
• Support installation, configuration, and troubleshooting of Club applications, Microsoft 365, Adobe Cloud, File and Print Services, productivity tools, VOIP, and more.
• Diagnosing and resolving issues involving: User account access, passwords/MFA, network connectivity, printers, software errors, workstation performance, etc.
• Document all issues, steps taken, and resolutions in the ticketing system. Escalate tickets when necessary, ensuring proper handoff with complete details.
• Workstation imaging, deployment, updates, and maintenance.
• Support patching cycles, software rollouts, and hardware refreshes.
• Maintain accurate inventory of devices and peripherals.
• Deliver exceptional service through clear, friendly, and professional communication.
• Educate users on best practices, self-service tools, and common troubleshooting steps.

Specific Job Knowledge, Skills and Abilities

• Must possess a strong technical foundation with 1 – 2 years’ experience in a support role.
• Working knowledge of Windows 10/11, Active Directory basics, and Microsoft 365.
• Familiarity with ticketing systems.
• Ability to troubleshoot common workstation and application issues efficiently.
• Basic understanding of networking fundamentals (TCP/IP, Wi-Fi, DNS, DHCP, VPN).
• Knowledge of software deployment and asset management practices.
• Ensures confidentiality and reliability of Club data and proprietary information.
• Excellent communication skills, both verbal and written, technical and non-technical.
• Strong organizational skills and ability to balance priorities.

Physical Demands

• Must be able to sit for prolonged periods of time.
• Most work tasks at the City Club with the temperature are moderate and controlled by Club environmental systems; while work tasks at the Grove have varying environments.
• Required to stand for long periods and walk, climb stairs, balance, stoop, kneel, crouch, bend, stretch and twist or reach. Continuous repetitive motions.
• Must be able to lift to 40 lbs.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and co-workers.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Ability to work primarily with fingers to pick, pinch, type and carry out substantial movements (motions) of the wrists and hands as well.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, multi-line touch tone phone, filing cabinets, photocopiers, dolly, and other office equipment as needed.

Other

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Club. In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all employees are required to fully comply with Bohemian Club rules and regulations for the safe and effective operation of the Club’s facilities. Employees who violate Club rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Qualification Standards

• Associate’s Degree (Information Technology, Computer Science) or equivalent.
• Minimum of 1+ years of experience in IT Service Desk or similar support role.
• Preferred certifications: CompTIA A+, Microsoft Fundamentals (MS-900), ITIL 4 Foundation.
• Experience in hospitality, private clubs, hotels, resorts, or member-based organizations.
• Knowledge of cybersecurity best practices and endpoint management tools.

Grooming

All employees must maintain a neat, clean, and well-groomed appearance per Bohemian Club standards.

*This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.