Great Wolf Lodge, Niagara Falls is Canada’s largest family indoor water park resort. Our little log cabin has theme suites, amazing attractions, fun daily events and activities, and delicious dining options. It’s a year-round world of play!

We take pride in creating an inclusive work environment in which all pack members are valued and celebrated. We are One Pack, committed to deepening our knowledge of each other’s backgrounds and making ourselves accessible to all members that need our support.

The IT Help Desk Administrator - Entry Level will be responsible for completing help-desk tickets. As an entry level position, they will be the first point of contact for Pack Members requiring technical assistance, will troubleshoot software issues and ensure that technology tools are running smoothly.                                                                                          

Essential Duties & Responsibilities

Team

• Willingness to accept the most effective role.
• Serve as the first point of contact for Pack Members seeking technical assistance using the ticketing system. 
• Provide basic troubleshooting, installing and configuring software, network and peripheral issues. 
• Assist in backend support of various technologies including, printers, active directory, Oracle Opera PMS, POS Systems, Mitel PBX Switch and running cables. 
• Set up Pack Member accounts and workstations. 
• Escalate complex issues to senior IT leader or external vendors when necessary.
• Document support requests, solutions, and processes in the ticketing system.
• Ensure timely resolution of issues to minimize downtime and maintain productivity.
• Provide excellent customer service with a focus on clear communication and problem-solving.
• Close with an open mentality.
• Keep all areas in like-new condition and website ready.

Guest

• Ensure guests are greeted and acknowledged consistently, adhering to the 10/5 Rule.
• Maintain the availability of guest-facing wireless internet access.
• Communicate with guests in a professional and friendly manner.

Financial

• Protecting company assets by adhering to policies and procedures.
• Ensure the security, confidentiality, and efficiency of the IT infrastructure.
• Plan and execute tasks efficiently, on time, and within budget.

Qualifications & Traits

• Diploma or degree in Information Technology, Computer Science, or a related field (or equivalent experience). 
• Up to one year experience considered an asset. 
• Basic knowledge of Windows and/or Mac OS environments.
• Familiarity with Microsoft 365, email systems, and common workplace software.
• Strong problem-solving and organizational skills.
• Excellent verbal and written communication skills.
• Ability to work both independently and as part of a team.
• Willingness to learn and grow in the IT field.
• Participate in after-hours, weekend and on-call shifts as dictated by business needs.

Physical Requirements

• Ability to sit for extended periods while working at a computer.
• Manual dexterity to use hands and fingers for keyboards, phones, office equipment, and small tools/components.
• Visual acuity to read technical information, view computer screens, and perform detailed work.
• Ability to lift, carry, push, or pull equipment, monitors, carts, or racks (typically up to 70 lbs).
• Ability to bend, kneel, crouch, or reach for setup and troubleshooting tasks, sometimes for extended periods.
• Ability to climb ladders and work at heights (e.g., ceiling-mounted equipment, cable runs).
• Comfortable working in confined spaces such as ceiling crawlspaces or server closets.
• Ability to work in varying environmental conditions, including hot and cold spaces.

Additional Requirements

Newly hired Pack Members must submit a completed police clearance to Human Resources. Employment may begin before the results are received, based on the Pack Member’s confirmation that they have no unpardoned criminal convictions. If the clearance reveals a conviction, the employer may terminate employment on a case-by-case basis, providing only the minimum notice required under the Employment Standards Act, 2000, with no additional notice or compensation.

Great Wolf Lodge is an equal opportunity employer. All applicable provincial and federal laws will be followed to ensure consideration without regard to race, colour, religion, sex, age, disability or other classification protected by law. Great Wolf Lodge will make reasonable accommodations for persons with disability in accordance with applicable law. It is our intention that all qualified applicants be given equal opportunity, and that selection will be made on job related factors. If you require any accommodation in the application process, please contact us.

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