Technical Support Specialist

Position Objective

Responsible for providing the highest standards of technical support service to resort end-users, in-room and convention guests, and Condo owners.

Essential Job Functions

• Performs installation and maintenance of enterprise PCs, laptops, printers and scanners running in a Windows Active Directory environment.
• Knowledge of networking fundamentals to perform troubleshooting for PCs, peripheral and server connectivity, including switches and routers.  Must have knowledge of latest MS Windows Operating Systems and MS software applications for installation and help desk support.
• Responsible for installing, maintaining, and troubleshooting existing analog/VoIP telephone and networking cabling infrastructure throughout the resort. 
• Installation and removal of phones, internet, and wireless connections in the Resort’s convention venues.

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

• Support the implementation of all components of Company’s property-based technology activity for the resort.
• Become a problem-solving and escalation point for resort staff in regard to technology and business issues.
• Manage all hardware and environment installations to Company standards including cabling, power and environmental.
• Apply necessary software and firmware updates to server and PCs.
• Adding and maintaining login accounts, e-mail accounts, file access privileges.
• Instruct staff on computer software and hardware.
• Keeps immediate supervisor well informed of activates and recommends corrective actions.
• Manages network operations to include troubleshooting connectivity problems, adding/terminating users, assigning rights and access, resetting passwords, establishing e-mail addresses, assessing and reporting operational status, performing backups and restores, etc.
• Assist associates in understanding and using technology.
• Responsible for troubleshooting workstations, networks, software applications, phones and other technologies.
• Assist in other duties as needed and directed.

Education/Experience

• Minimum CompTIA A+ Certification required; equivalent experience will require passing the CompTIA A+ exam within 90 days of hire. Associate degree in a related field preferred.
• Experience working with remote users (connectivity, access, etc..).
• Experience in Hotel Technology is strongly preferred.

Requirements

• Must have helpdesk experience.
• Must understand property technology systems such as PMS & POS, Familiarity with Industry systems including those currently in use by Salamander Hotels & Resorts (Simphony, Opera, Springer-Miller, Yellow Dog, Nuvola).
• Requires good communication skills, both verbal and written. 
• Must have sufficient computer skills and be proficient in SharePoint & O365 .   
• Must be able to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
• Ability to focus and maintain attention to performance of tasks and to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions. 
• Ability to be resourceful, creative and maintain flexibility.
• Maintain a high level of service and support by using a ticket/tracking system.
• Must have experience in using Zendesk help desk tools.
• Hospitality is a 24/7 Operation, so Open Availability for scheduling purposes required.

Physical Demands

• May be required to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form to deal with problems involving several concrete variables.
• Most work tasks are performed indoors.  Temperature is moderate and controlled by hotel environmental systems.
• Must be able to sit at a desk for up to 8 hours per day.  Walking and standing are occasionally required. Length of time of these tasks may vary from day to day and task to task.
• Must be able to lift up to 50lbs occasionally
• Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual activity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Ability to work primarily with fingers to pick, pinch, type and carry out substantial movements (motions) of the wrists and hands as well.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, phones, fax machines, photocopiers, dolly, and other office equipment.