Job DescriptionJob DescriptionJob Summary:
We seek a skilled IT Support Specialist to manage and enhance our technology operations. This role involves handling incoming and outgoing communications, including calls, chats, and trouble tickets, while providing client and staff-friendly, professional, and solution-oriented support. The ideal candidate will maintain confidentiality of sensitive information and offer technical assistance for systems, network technology, and applications.
Who We’re Looking For:
You are a critical thinker, well-spoken, presentable, and organized. You take initiative, work well under pressure, and thrive in environments where multitasking is key. You demonstrate a high level of customer service and professionalism and have experience supporting technology in the hospitality industry and are looking for an opportunity to join a growing technical team and company.
Key responsibilities include:
Ensuring continuous access to essential business applications, supporting on-site and remote event technology needs, and overseeing daily IT operations in accordance with company standards. The specialist will deploy, manage, and monitor all IT systems, including servers, networks, and end-user devices while diagnosing and resolving hardware and software issues.
Additional duties involve conducting routine maintenance, complying with company security policies, managing inventory, and collaborating with the Cybersecurity team to address alerts and document issues. The role also requires ensuring compliance with PCI, HIPAA, and CMMC policies, maintaining user accounts, and following change management procedures.
Duties & Tasks:
· Handle incoming/outgoing communication, including calls, chats, and trouble tickets.
· Provide friendly, professional, and solution-oriented support to clients and staff.
· Maintain confidentiality of sensitive information.
· Offer technical support for systems, network technology, and applications.
· Ensure continuous access to the intranet, internet, and essential business applications.
· Assist with on-site and remote event technology needs.
· Oversee location’s day-to-day IT operations, adhering to company standards.
· Deploy, manage, monitor, and support all systems, PoS, related interfaces, servers, networks, firewalls, switches, routers, and end-user devices throughout the enterprise, including desktops, laptops, tablets, mobile phones, scanners, printers, video-conferencing systems, CCTV, etc.
· Diagnose and resolve hardware and software issues, performing upgrades as needed.
Technology infrastructure support and troubleshooting, administration of layers 1 and 2, supporting level 3 engineers when needed· Conduct routine maintenance and install/configure new devices.
Comply with the Global IT Security Policy as it pertains to hardware, software, security/data safety, and compliance. Collaborate with vendors for equipment maintenance.· Maintain inventory records for IT equipment and supplies.
· Work with the Cybersecurity team to manage alerts and document issues.
· Perform regular and emergency backups and manage mobile device platforms.
· Ensure compliance with PCI, HIPAA, and CMMC policies.
· Work closely with the Information Security team to ensure systems are implemented and maintained in accordance with best practices and corporate policies. Assist with the annual activities required to validate PCI compliance as directed by the IT Management and Information Security team.
· Monitor file, print, web, and database server systems.
· Support network hardware and resolve issues promptly.
· Communicate updates to users, managing issues until resolution.
· Create, maintain, disable, reset, and delete user accounts and passwords – ensure systems are up-to-date with security measures.
· Follow change management procedures and provide weekly status reports.
· Stay updated on new technologies, earn new certificates annually, report on new technologies, and assist with annual compliance activities as directed by management and the Information Security Team.
· Availability for weekends, holidays, and nighttime support as needed.
· All other duties as required
Preferred and required Skills:
· B.S. in Computer Science or equivalent, with 3 years in customer service within a tech environment. Experience in an IT role at an MSP and hotel setting is preferred.
· Desired certifications include MCSA, MCSE, CCNA, CCNP, Network+, Security+, and A+. (MCSA: Windows 10+ or MCITP: Enterprise Desktop Administrator on Windows 10)
· Proficient in Windows, Windows Server, Active Directory, and networking technologies (LAN, WAN, VPN, wireless networking, and virtualization technologies). Knowledge of system recovery and disaster recovery planning is essential.
· Strong organizational, communication, and problem-solving abilities, especially in high-pressure situations.
· Ability to install low-voltage cabling, read technical documentation, and conduct research on PC issues. Experience supporting users in a distributed network is necessary.
· Highly responsible, reliable, and detail-oriented with a focus on guest needs.
· Ability to work well in a team and think creatively to solve complex problems.
· Willingness to stay updated on emerging technologies and security risks.
· Experience with hardware troubleshooting and the deployment of standard computer images.
· Familiarity with Microsoft products for centralized management and hotel applications: MSP, RMM, MDR, EDR, (Microsoft Office Suite, Resy, ResDiary, Opera, RezQueue, Open Table, Book A Table, and Phone system administration).
· Strong understanding of TCP/IP networks and current network protocols
By excelling in the Systems and Network Administrator role and actively pursuing skill enhancement, collaboration, and leadership opportunities, you can create a solid pathway for advancement within our organization, ultimately leading to higher-level positions in IT management, cloud administration, and security.
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