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Help Desk Technician - Nighttime (PT)

Company: Hornblower
Location: San Diego
Posted on: June 13, 2021

Job Description:

Position Summary

City Experiences mission is to create amazing experiences. Our brand heritage dates back nearly 100 years and today our footprint spans 111 countries and more than 125 U.S. cities. We are proud to serve more than 30 million guests annually across our portfolio of water-based experiences, land-based experiences, overnight cruise experiences, and ferry and transportation services. If you're an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

Help Desk Support will ensure sufficient coverage of phones and ticketing system and resolution of help desk tickets in order to meet the Company's Operational Level Agreement ensuring accurate information to maximize technical operation.

This position is currently a part-time position that will be providing nighttime and weekend help desk support. Remote working opportunities.

The right person will be adaptable, dynamic, and embody City Experiences RESPECT Service System.

Essential Duties & Responsibilities

  • Technical:
  • Manage Tier 1 Help Desk calls and email
  • Create tickets for all Help Desk requests
  • Provide basic internet connectivity troubleshooting ensuring continuous production and efficiency
  • Email and communicate troubleshooting steps, respond to and correct problems with software and hardware and all other general Tier 1 end user support
  • Document all issues and solutions to develop a knowledge base and user guides
  • Re-assign and/or escalate tickets to other team members as necessary
  • Review team's open tickets and assist with or offer suggestions for resolution

Guest Service:

  • Provide prompt responses to internal guest inquiries


  • Attend applicable meetings as designated or necessary
  • Additional job duties as assigned

Requirements & Qualifications

  • High school diploma or equivalent required
  • Basic understanding of network hardware and software
  • Excellent patience, interpersonal and guest service skills
  • Intermediate knowledge of Windows 7, Windows 10, Office 2010/2013 and some Citrix
  • Basic knowledge of POS equipment
  • Enjoy working with people and place high importance on internal guest service satisfaction
  • Be detail oriented

The RESPECT Service System embodies City Experiences Group's mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

City Experiences is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and or/harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military statue, disability (physical or mental) medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additional, City Experiences participates in the E-Verify program in certain locations.

Pursuant to applicable State and local laws, including but not limited to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Keywords: Hornblower, San Diego , Help Desk Technician - Nighttime (PT), Other , San Diego, California

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