Overview

Opportunity: IT Support Analyst

Provide technical support via remote control, telephone, and desk-side. Manage incoming technical issues and service requests via our ticketing system. Contribute to technical knowledge base, mentor and train IT support associates, and work with department managers to support projects and operational needs.

Potential Career Path

Senior IT Support Analyst, Systems/Network Administrator – Department Manager 

Essential Job Functions

• Provide timely, courteous, and efficient customer service via telephone, remote control, and desk-side support.
• Contribute to our technical knowledge base, support team expertise, and root cause analysis.
• Track escalations in helpdesk software, provide network troubleshooting assistance, and communicate system issues to department managers.
• Perform installation of new desktops/laptops, including upgrades or installations of software in existing environments.
• Be available to work outside the established schedule as needed to meet critical deadlines.
• Identify opportunities for process and service improvements.
• Able to participate in our 24/7 manager on duty emergency technical support program.
• Actively participate in special projects as assigned.
• Practice safe work habits.

Position Requirements

• 5 years professional experience in an IT Support role.
• Essential knowledge of the following systems: AD, Google Admin, ITIL ticketing system, Windows 10, Windows Server, basic networking concepts, printers.
• Ability to learn and support hotel technology systems. 
• Strong technical skills in troubleshooting networks, systems, and software issues via remote control and telephone.
• Self-directed with superior customer service skills.
• Able to prioritize and resolve issues based on severity.
• Hospitality Technologies experience preferred.
• Positive attitude and strong communication skills.

Work Environment and Context

• Required to sit for extended periods, lift up to 50 pounds, bend, reach, use hands and fingers to operate a mouse and keyboard.
• Work schedule varies and may include extended work hours and work on evenings and weekends.

About Us

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.

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