IT Technician - Tier 1

The Faena Culture

The FAENA Movement is one of culture, art and community. The FAENA Culture is steeped in the warmth and traditions of the south combining authentic and attentive hospitality with the world’s finest amenities. We act as a catalyst in making dreams a reality with the collaboration of ideas. Creating carefully curated spaces paired with excellence in service to delight the most sophisticated guests as they are indulged by the FAENA Culture.  

 Job Overview

Assist with the implementation, maintenance, and documentation of all facets of reliable, efficient and integrated computer information networks.

Duties And Responsibilities 

• Provide assistance and training to all members of our computer network and workstations.
• Assist management with communicating information on hardware and software updates on radiotelephone and computer systems and their efficient integration.
• Provide helpdesk support via phone, computer, in person, and through our ticketing system, for most issues related to desktop software, hardware, and peripherals.
• Provide 24-hour support for hardware and services critical to operations.
• Work within our ticketing system to create detailed work logs and technical documentation.
• Inform and coordinate with all computer users of procedures that would interrupt, affect or interfere with their work.
• Escalate issues to IT Department leaders as needed, as well as set customer expectations for follow-up (i.e., when to expect a follow-up contact and by whom).
• Participate in the on-call rotation as agreed by the IT Department when on call; and be prepared to address technical issues at all times
• Maintain good working relationships with all Team Members.
• Ability to handle and prioritize multiple  tasks each day.
• Ability to produce user and troubleshooting documentation that other Team Members can understand.
• Develops, maintains, and complies with all departmental policies/service procedures/standards.
• Maintains competent knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Assist the Finance Department and Director of Information Systems in all technological matters.
• Maintain positive guest and resident relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.