What are the responsibilities and job description for the IT Technician position at The Dewberry Charleston?
PRIMARY FUNCTION: IT Technician
DEPARTMENT: IT
REPORTS TO: IT Manager
SUMMARY:
The IT Technician works as a member of The Dewberry’s IT team to provide technical support to the hotel staff and to Dewberry corporate offices based in both. This role will focus on assisting staff with questions, requests for assistant or repairs, and support for all IT equipment. Additionally, the IT Technician will compile and record documentation and instructions for all computing systems.
KEY RESPONSIBILITIES:
Major areas of responsibility include, but are not limited to:
- Field all IT service tickets and emails.
- Provide customer service for all IT-related issues for Dewberry staff and guests.
- Escalate issues as necessary to administrator or director.
- Respond to user tickets in the triage and technical support roles.
- Discover and resolve issues in the testing, maintenance, modification, installation, and use of operating system software.
- Use the ticketing system and property control software to plan and document daily activities and to maintain accurate, up-to-date inventory, location, configuration, warranty, repair, and service records.
- Provide first and second level IT support, troubleshooting hardware, software, and network issues with a strong focus on customer service and timely resolution
- Support in-house groups with audiovisual set, including configuring equipment, assisting with presentations, and ensuring seamless wireless connectivity
- Demonstrate flexibility and reliability, with the ability to work evenings and weekends as needed to support business operations and events.
- Recommend computer upgrades and provide solutions to user needs.
- Ensure that data processing equipment, printers, and networking equipment are functioning properly.
- Perform additional IT-related duties or projects as required.
- Provide training as necessary for other IT support team members or Dewberry teammates.
- Maintain up-to-date job knowledge through Webinars, online resources, and conferences to provide the highest possible quality of current and future technical support to The Dewberry’s staff.
QUALIFICATIONS:
- Bachelor’s degree in computer science or related field, OR high school diploma (or equivalent) and four years’ experience in computer system analysis, design, testing, debugging, and maintenance techniques.
- Strong Windows and Apple operating systems technical skills required.
- Excellent customer service skills and a strong commitment to providing the highest possible level of customer service.
- Independently diagnose, troubleshoot, and resolve technical issues with minimal supervision.
- Communicate effectively with vendors for issue resolution and escalate critical incidents to IT leadership in a timely manner
- Understanding and appreciation of the needs of users in a hospitality environment.
- Tact and sensitivity in dealing with a diverse community.
- Excellent written and verbal communication skills.
- Ability to work independently and respond to issues promptly.
- CompTIA A certification preferred.
BENEFITS OF JOINING THE DEWBERRY TEAM:
- 401K with Company Match (4%)*
- Education Reimbursement*
- Paid Maternity Leave*
- Complimentary Downtown Parking
- Complimentary Dry Cleaning
- Complimentary Daily Lunch Buffet
- Best-in-class health & supplemental insurance*
- Optional Supplemental Coverages*
- Financial Advising with Roadside Capital
- Competitive Pay
- Advancement & Growth Opportunities
- Full-Time and Part-Time Positions
- Flexible Paid Time Off
*Indicates eligibility requirement
WHO WE ARE:
We are a tight-knit group of passionate individuals who are unrelenting when it comes to offering a flawless experience at The Dewberry while maintaining our unique brand standards. Every Teammate plays a key role in contributing to the success of the whole hotel.
ABOUT THE DEWBERRY:
As the 2025 Virtuoso Best Independent Hotel in the World and a 2022 Condé Nast Traveler Gold List award recipient for Best Hotel in the World, The Dewberry is located in the heart of downtown Charleston, bordering Marion Square, just steps from the shopping and dining on King Street, Museum Mile and The Gaillard Center.
Offering 153 thoughtfully appointed rooms, world-class service and unparalleled views, The Dewberry occupies the former L. Mendel Rivers (circa 1964) federal building and pays homage to Charleston’s century architectural splendor. The hotel is the result of owner John Dewberry’s vision of “Southern ReimaginedTM,” which he developed over the course of an eight-year renovation and preservation of the building.
The Dewberry features several event spaces along with the nationally celebrated cocktail program at the brass bar in The Living Room, the whimsical cocktail lounge Citrus Club, treatments at our urban oasis, The Spa, as well as the curated boutique The Shop.
Recognized globally for its excellence, The Dewberry is known among teammates, guests, and the community as a leader in the field of hospitality. As a brand, The Dewberry teammates, experience, and brand are authentic, humble, and innovative operators driven to anticipate needs and exceed expectations.