Description

The Information Technology Analyst will assist in providing technical support to hotel guests, associates and management to assist them in utilizing Hyatt technology to achieve their goals. This role also installs and maintains hotel IT hardware and software in accordance with Hyatt standards. The role utilizes defined processes, procedures and protocols to uphold the security, structure and integrity of hotel networks and systems. In addition, the role performs required IT maintenance and upgrades with minimal disruption to hotel operations, and maintains proper backups for supported systems.

This role focuses on the day-to-day availability and functionality of IT systems in the hotel and resolves standard user issues.

The Information Technology Analyst reports to the Director Information Technology/IT Manager. This position is an entry level IT position responsible for onsite IT support. This is a shared position and will split time between Hyatt Regency Lake Washington and Hyatt Regency Bellevue. This is NOT a remote position.

Candidates for this role should enjoy a challenging, fast-paced environment with a focus on quality, efficiency and meeting IT customer needs. The successful candidate should have strong information technology and time management skills and be a self-starter.

This position requires availability, in person and/or via mobile/remote access, during varied hours of hotel operation in order to provide IT access and support to hotel employees and guests.

Responsibilities:

• Provide technical support to hotel associates and guests so they can utilize Hyatt technology. Technical support includes providing appropriate access to Hyatt information systems, providing help desk assistance, troubleshooting issues, and resolving problems in an efficient and timely manner.
• Use established processes, procedures and protocols to ensure compliance with Hyatt information technology standards. Verify that proper security measures are in place and being followed.
• Monitor hotel IT service levels and issues. Report on any service delivery issues and follow-up with appropriate IT support resources and stakeholders to ensure timely and complete resolution.
• Maintain backups for all supported systems. If necessary, utilize predefined restore procedures to reinstate data. Report on any system disruptions or data loss and collaborate with Corporate, vendor and/or other hotel IT staff to resolve issues. Develop knowledge of hotel disaster recovery plans.
• Assist with the installation of network hardware and infrastructure, including file servers, LAN’s, WAN’s and connected devices. Monitor network performance and implement preventive measures to reduce security threats. Perform prescribed procedures to minimize disruptions to network connectivity.
• Assist in performing regular maintenance on current Hyatt systems and hardware to optimize system functionality and performance.
• Collaborate with other hotel IT resources and Corporate IT to prepare for, install and implement Hyatt’s systems and hardware into hotel production environment. Perform scheduled updates within agreed upon timeframes. Utilize prescribed change management processes to uphold data integrity, security and compliance requirements.
• Maintain current software and hardware inventories. This includes PC hardware, servers, network equipment, and peripherals. Ensure all installed software is properly licensed and documented.
• Purchase IT operating equipment, consistent with Hyatt’s standards and with approval of hotel management. Provide recommendations to management regarding upcoming IT expenditures and the hotel’s IT budget.
• Maintain current IT documentation (e.g., user guides, problem logs, vendor contracts, software licenses). Assist in the creation of additional IT documentation as required.
• Assist end-users in learning how to access and utilize Hyatt systems. Develop working knowledge of system functionality to educate end-users on ways that technology can help work processes.
• Identify improvement opportunities within scope of work to enhance hotel IT effectiveness. Discuss opportunities and their potential benefits with hotel or Corporate resources and provide input regarding how to implement them.

• Escalate unresolved problems, involving Regional, Corporate or vendor IT resources when necessary.
• Verify operation of hotel servers and systems to ensure they are running as planned
• Ensure file server patches are current and reboot of file servers conducted after patch updates.
• Confirm virus scan updates and perform random checks on hotel equipment and systems.
• Perform hotel system backup and restoration in accordance to IT policy (as a minimum).
• Keep abreast of upcoming IT initiatives/mandates and determine their impact on hotel operations, scheduling and resource requirements.
• Communicate regarding IT-related issues and happenings to hotel management and associates.
• Provide training to end users regarding how to utilize Hyatt systems, as necessary.
• Perform security and compliance audits (e.g., password minimum requirements, unauthorized access attempts, anti-virus enabled) for each system. Analyze efficiency and controls related to ensure optimal performance and data integrity. (Sub Certification)
• Review IT disaster recovery procedures and update as needed.
• Perform UPS/emergency power testing with Engineering. –quarterly

Requirements

• Entry level position, with up to 2 years IT help desk or similar systems support experience
• Hotel IT or Operations experience a plus
• Knowledge of general network and TCP/IP
• Basic PC and Server troubleshooting
• Microsoft O/S, Apple O/S-iOS, and other major O/S
• Wireless networking architecture and troubleshooting

Education:

• Associate’s degree preferred but not required

Certifications:

• CompTIA A certification preferred
• CompTIA Network certification preferred

Benefits & Perks:

As a colleague, we have you covered with awesome benefits and perks! Some of those include:

• Medical, Dental and Vision Insurance after 30 days of employment
• Discounts on dry cleaning services
• Paid Vacation, sick leave and up to 2 float days
• 401(k)
• Paid Family Bonding Time
• Adoption Assistance
• Referral Bonuses
• Discounted room nights and Friends and Family discounts at any participating Hyatt location starting on your first day of employment
• Up to 12 complimentary rooms at any participating Hyatt location after 1 year of service
• Free colleague meals during shift

Unlimited growth potential with Hyatt. Ability to relocate for advancement opportunities in the future.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status

Source: Hospitality Online