Information Technology Help Desk Technician

The Helpdesk Technician will be responsible for providing technical support to our hospitality staff, ensuring the smooth operation of our Property Management Systems (PMS) and Key Systems. The ideal candidate will possess excellent problem-solving skills, the ability to work under pressure, and a passion for delivering top-notch support.

Key Responsibilities:

• Provide Technical Support: Assist hotel staff with technical issues related to PMS, Key Systems, and other IT-related problems.
• Troubleshooting: Diagnose and resolve hardware and software issues promptly to minimize downtime.
• User Training: Conduct training sessions for staff on how to use systems effectively.
• Documentation: Maintain accurate records of all technical issues and resolutions, ensuring proper documentation.
• Collaborate: Work closely with other IT team members to implement and support new technologies.
• Customer Service: Provide exceptional customer service to internal users, maintaining a professional and courteous demeanor at all times.
• IT Support services for Microsoft related technologies: Hyper-V, Windows Server, Exchange, Active Directory, Office 365, etc.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Remote access solution support: VPN and Terminal Services
• Line of Business Application support for all client environments.
• System documentation and consulting services to include system reviews and recommendations.
• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, etc….
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.

Education and Experience:

• BA/BS, preferably in computer science or a related field.
• 3+ years of IT or related experience.
• Experience in the hospitality or lodging industry is preferred
• Team player with the ability to manage and work independently
• Ability to manage a multitude or priorities in a fast-paced environment
• Strong verbal & written communication skills
• Must be flexible to manage multiple parallel tasks, where priorities and deadlines shift frequently
• Expert in Microsoft Excel. Exposure to writing macros is a plus.

Benefits:

• Competitive salary based on experience and qualifications
• Quarterly Performance Bonus Opportunity
• Comprehensive Benefits (Medical, Dental, Vision, 401k, Paid Time Off, Sick Time, Paid Holidays)
• Fun working environment and culture and full on the job training
• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance