Help Desk Administrator

Overview The Help Desk Admin serves as the senior technical authority within Nexplay Secure's Managed Services division.KEY RESPONSIBILITIESMonitor and Maintain Systems: Oversee servers, networks, and systems to ensure uptime and optimal performance.Design and Implement Infrastructure: Collaborate with IT teams to execute infrastructure projects aligned with hospitality industry needs.Troubleshoot and Resolve Issues: Act as a senior escalation point for complex technical problems affecting hotel operations.Improve Systems Continuously: Analyze system trends and implement proactive enhancements based on best practices.Ensure Security Compliance: Maintain secure systems through regular audits, vulnerability remediation, and coordination with third-party SOC providers.Manage Vendor Relationships: Oversee offshore vendors to ensure timely patch management and cost-effective service delivery.Document Infrastructure: Maintain accurate and up-to-date records of configurations, system designs, and changes.Plan for Capacity: Track system performance and forecast future infrastructure needs.Collaborate Across Teams: Work closely with cross-functional teams to ensure system compatibility and policy alignment.Train and Support Staff: Provide training and guidance on IT policies, tools, and best practices.QUALIFICATIONSBachelor’s Degree in Information Technology, Computer Science, or a related field.Minimum of 7 years’ experience in IT infrastructure management, ideally within the hospitality sector.Advanced knowledge and hands-on experience with:Windows Server administrationGroup Policy configurationMulti-factor authentication and user administrationVMWare administration and resource optimizationAutomated patch management systemsServer and workstation vulnerability remediationSwitch/router configuration and managementPowerShell or similar scripting toolsFamiliarity with cloud platforms (AWS, MS Azure).Proficiency with RMM and patch management platforms such as ConnectWise (preferred), SolarWinds, or ManageEngine.Familiarity with hospitality-specific systems is a plus.Strong troubleshooting, communication, and documentation skills.Certifications such as Microsoft Certified: Azure Solutions Architect Expert or Cisco CCNA are considered assets.