Responsibilities

SUMMARY

The Information Technology Support Specialist’s role is to provide efficient and courteous technical assistance to end-users and guests. This includes receiving, prioritizing, documenting, and actively resolving Service Requests. Problem resolution may involve the use of diagnostic tools or processes, collaborative efforts and may require that the individual give on-site assistance in person.

An exceptional Information Technology Support Specialist must demonstrate a good technical knowledge and an ability to communicate effectively to understand the issue while explaining the solution to users with varying technical proficiencies.

The goal is to provide effective and timely service to our end-users and guests to promote efficient operations and excellent customer service.

ESSENTIAL FUNCTIONS

• First tier support for end-user and guest requests fielding inquiries via E-mail, Service Desk and Telephone and escalating as necessary.
• Collaborate with internal departments and vendors to complete tasks.
• Document all pertinent information including: name, department, contact information, and nature of issue.
• Record all steps in the troubleshooting process for Service Desk Requests including but not limited to the resolution.
• Identify trending or underlying issues and draft Self-Help Articles for End-users.
• Test solutions and implementations to ensure functionality and accuracy while following up to ensure adequate resolution.
• Field guest requests after necessary escalation process.
• Perform hands-on and remote assistance at the desktop level, including but not limited to: installing and upgrading software, installing hardware, and configuring systems and applications.
• Apply on the job training and diagnostic utilities to facilitate efficient troubleshooting.
• Perform preventative/inventory audits and maintenance including but not limited to: checking/cleaning of workstations, printers and peripherals.
• Troubleshooting and assistance with Mobile Devices and Workstations
• Organization of all IT inventory, spaces, and vehicles to promote safety and efficiency.

Qualifications

REQUIREMENTS

• High School Diploma
• Prior experience in a hotel and hospitality setting preferred
• Working knowledge of computer systems/applications, mobile devices and peripherals
• Ability to diagnose and resolve basic technical issues
• In-depth knowledge of networking protocols to include: DHCP, DNS, VLAN, WiFi, VOIP
• Excellent written and verbal communication skills
• Licenses/Certifications: A , Network or equivalent
• Must be able to work independently and as part of a team while remaining detail oriented
• Must demonstrate effective time management
• Ability to work Weekends, Holidays and after-hours as needed
• Ability to work Sunday-Thursday schedule; and varying schedules and overtime when needed
• Due to the nature of the Hospitality industry, shift schedules may subject to change and must be flexible

• PREFERENCES

• Associate’s Degree in Computer Science or related degree preferred.
• 1 year of previous Hotel Technology Experience preferred.

• PHYSICAL REQUIREMENTS

  Must be able to exert well-paced ability to maneuver around the campus. Must be able to lift up to 40 lbs. on a regular and continuing basis. Must be able to walk, stand, sit, climb, bend, stoop, squat and stretch to fulfill tasks. Must have finger dexterity to be able to operate office equipment and perform repairs.

Balboa Bay Resort is an Equal Opportunity and E-Verify User.