Job Description

Job Location: Grand Pacific Resorts Inc - Carlsbad, CA 92008
Position Type: Full Time
Salary Range: $26.45 - $31.25 Hourly

Job Shift: 1st ShiftDesktop Field Engineer (End User Computing / Field & Systems Support)
Location: Carlsbad, CA (with frequent local travel to nearby resort and office locations)
Job Type: Full-time
Position Overview
Grand Pacific Resorts is seeking a highly skilled, service-driven Desktop Engineer to support and improve end-user technology across a multi-site hospitality environment. This role blends advanced Level 2/3 desktop support with hands-on field support, ensuring reliable, secure, and high-quality technology experiences for associates and leaders.
You’ll diagnose and resolve complex issues, support business-critical productivity and collaboration tools, help standardize and document repeatable support processes, and provide “white glove” support for executives and conference room technology.
Responsibilities
- Provide advanced desktop and end-user support (Level 2/3), troubleshooting complex issues and restoring service quickly.
- Support core end-user platforms and services such as Windows 10/11, Microsoft 365 (Office 365), Teams, SharePoint, and Citrix environments.
- Support identity and access workflows using tools such as Okta and Entra/Azure AD.
- Field and resolve a steady volume of support requests/tickets; participate in team processes for ticket routing and follow-through.
- Perform hands-on onsite support across multiple locations, including troubleshooting issues in office spaces, resort locations, and occasional MDF/IDF/Telco room environments.
- Deploy and support end-user hardware (desktops/laptops/tablets/monitors/peripherals) as well as printers/copiers and certain operational devices (e.g., POS-related equipment where applicable).
- Support endpoint lifecycle tasks: device setup, imaging/deployment, break/fix, replacement, and warranty/returns processes.
- Maintain and improve IT documentation, knowledge articles, and self-help resources to reduce repeat issues and improve consistency.
- Participate in IT projects and continuous improvement initiatives (standardization, reliability, operational maturity).

Qualifications

Qualifications
- Strong customer service mindset and comfort supporting users across multiple locations.
- 3+ years of hands-on experience in desktop support / field support / helpdesk (Tier 1–3), ideally in a multi-site environment.
- Working knowledge of Windows 10/11, common endpoint hardware, and typical workplace productivity tools.
- Experience supporting and troubleshooting in environments that may include Citrix and modern identity/access workflows.
- Comfortable with ticketing tools and operational processes; able to document clearly and communicate effectively.
Working Conditions & Travel
- This role supports a 24/7 operation and includes participation in an on-call rotation.
- Extensive local travel is expected (reference in the draft: ~75%+), including the ability to drive up to ~2 hours as needed.
- Work may occur in office areas, resort locations, and technical spaces such as network rooms (MDF/IDF) and telco rooms as required.
Why Join Us
Grand Pacific Resorts is a hospitality leader committed to exceptional guest experiences and a strong internal service culture. This is a hands-on opportunity to build stability, raise standards, and make a direct impact on how technology supports the business every day.