Job Summary: This position is responsible for supervising the function that provides technical assistance, support, and advice to Corporate, hotel and other business units staff using computers and computer peripherals. He/she will troubleshoot and diagnose issues as reported by staff, gather data to identify staff needs, and then use that information to identify, interpret, and evaluate system and network requirements. He/she will also assist other IT staff in conducting user training in the proper use of new hardware and software as it is introduced. He/She will work with corporate IT staff as needed or in conjunction on certain projects or escalations. He/She will work to set goals, KPI’s and other metrics to help evaluate the helpdesk’s effectiveness and evaluate the staffing and management needs of the helpdesk.

Essential Functions:

• Manage Helpdesk Personnel
• Effectively communicate to both staff and management issues as they occur and how they are being fixed.
• Work with staff on training and career guidance.
• Receive, configure, install, and support computer hardware and peripherals in a networked environment.
• Troubleshoot, diagnose, and repair hardware and software issues for users in their workspace.
• Assist the Network Administrator and other IT staff in the roll-out of network, operating system and software upgrades and patches as those requirements arise.
• Use common hand tools, diagnostic and predictive software, and tools to perform routine maintenance and upgrades on computers, peripherals and network hardware and appliances.
• Perform other departmental duties as may be required by Management.
• Responsible for maintaining a clean, safe and hazard free work environment.
• Ability to assist with AV needs including setting up projectors, laptops, and basic AV needs.
• Other duties as assigned.
• Performs on-call support duties for after hour emergencies as needed.

Education and Experience:

• Associate degree in a computer related discipline is preferred.
• 3 years of experience in computer hardware support and maintenance is required.
• Previous hotel or hospitality experience a plus
• Ability to work in a team.

Knowledge, Skills and Abilities:

• Knowledge of PC support, Systems support, basic network support
• Technical certifications in computers, networks, voice and data is a plus
• Time management and organization skills.
• Interpersonal communication skills.
• Willingness to learn

Physical Demands:

• Ability to sit, type, see, speak, and have the full use of hand dexterity.
• Occasionally, this position may be required to move equipment weighing up to 60 lbs.
• Ability to make hardware connections overhead or under desks.

Working Conditions:

• Normal office environment, with occasional travel to other office locations.