What are the responsibilities and job description for the IT Support Specialist- Synergy position at The Condado Collection?
Overview
BR IT Synergy LLC (Synergy) is the technology arm of one of the largest conglomerates in Puerto Rico. It was created in 2009 with the purpose of having a presence and representation in front of the Puerto Rico Telecommunications Regulatory Board. Since then, Synergy has been providing support, IT Management, and connectivity to all its sister operations while also expanding its functions and services particularly into the areas of Project Management, Software Development and CyberSec.
Key Responsibilities
- Ensure the proper function of Properties provided technology (e.g., desktops, laptops, printers, SMART Boards, projectors, etc.)
- Troubleshoot any problems related to the Properties various Local Area Networks (LAN)
- Maintain the physical environment for all network infrastructure (power, climate, and safety)
- Troubleshoot computer account issues
- Ensure the availability of spare parts for troubleshooting and repair
- Ensure that only Properties approved software is installed and updated annually on Properties computers
- Maintain the Properties ’s technology inventory by assigning new inventory numbers as provided, and informing Information Systems staff of any equipment moves
- Dispose of obsolete and non-repairable equipment compliant with state and federal regulations
- Consult with third party technical support to resolve hardware, software, and warranty issues
- Manage the Properties 's helpdesk system
- Perform any duties as requested by the Director of Information Systems
- Create and maintain images for Properties computers
- Ensure compatibility of all software included in Properties computer images
- Test all Properties images prior to their deployment to ensure proper function
- Utilize and maintain the Properties ’s management console for repeated tasks and mass software deployment to Properties computers
- Secure desktop system operating systems and applications through appropriate user permission settings
- Create and maintain faculty and student Windows profiles
- Assist the Maintenance Department with the planning of internal wiring projects
- Work with Information Systems staff, faculty, and administrators to provide support for future technology projects
- Recommend technology upgrades to the Director of Information Systems.
- Provide second level support for end-user problems (network, application, system, )
- Analyze incoming work orders using the Properties ’s helpdesk ticket system and respond to tickets appropriately and in a reasonable timeframe
- Document resolutions to problems and work completed through the Properties ’s helpdesk ticket system
- Install approved software as requested in accordance with Properties technology policies Supervision
- Supervise non-Properties personnel, such as interns, to ensure security and
- Supervise any vendor personnel when they are performing work on Properties
Qualifications
- Hospitality oriented.
- Bachelor's degree in Information Science and Technology, Computer Science, or a related field is preferred OR an equivalent combination of associate degree with 2 – 3 years’ experience.
- Minimum of 1-2 years of experience in IT support, preferably in a hospitality environment or similar customer-facing industry.
- Windows OS, Windows Server, Group Policy, Active Directory, Software deployment, User profiles, TCP/IP and other networking protocols
- Hardware associated with computers, laptops, tablets, printers, interactive whiteboards and projectors
- Meraki's MDM system
- MAC and IPAD OS - Apple School Manager
- Ability to quickly learn new technologies
- Aptitude for problem determination and resolution
- Commitment to teamwork and cooperation in the workplace
- Excellent verbal and written communication skills
- Ability to communicate specialized information to non-specialized audiences
- Must be able to lift to 50 lbs., able to bend, stop, squat, and stretch.
- Able to handle difficult situations effectively.
- Able to work quickly and efficiently, especially under pressure.
- Flexibility to work various shifts, including evenings, weekends, and holidays
- Fully Bilingual (Spanish and English)
The Condado Collection is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.