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Department: Information Technology
Reports To: Director of Information Technology
Position Type: Full-Time
Location: On-Site
Position Overview
Koury Corporation is looking for an IT Support Lead to serve as our Tier 2 hands-on technician and escalation point. In this role, you'll be the person our frontline IT support staff turns to when a problem is too complex, recurring, or unusual for a quick fix.
You'll support both our corporate headquarters and our local hotel properties. Beyond troubleshooting tough issues, a major focus of this role is making our frontline team successful: writing practical, step-by-step guides so they can solve issues on the first call, coaching them on troubleshooting methods, and keeping third-party vendors accountable until issues are truly fixed with clear root causes identified.
What You'll Do:
- Answer help desk calls, reply to tickets, and assist walk-up users with everyday tech problems.
- Take ownership of complex tickets passed up from frontline technicians across corporate and hotel teams.
- Write and maintain clear step-by-step guides so Tier 1 staff can resolve common issues on the first call.
- Manage support tickets with third-party vendors (POS, hotel PMS, internet providers) until issues are fully resolved and root causes are identified.
- Track repeat issues across all properties and implement lasting fixes.
- Coach frontline technicians on troubleshooting steps, customer service, and ticket documentation.
- Travel locally between Greensboro properties for hands-on repairs, hardware setups, and network closet checks.