What are the responsibilities and job description for the IT Support Technician position at The Grand America Hotel?
Job Title: IT Support Technician (Onsite Support)
Location: Onsite at Grand America
Reports To: Help Desk Manager
Schedule: Full-time (May include weekends and evenings based on event needs)
Position Summary
The PC Technician provides onsite technical support for desktop systems, conference IT requests, and general end-user technology needs at the property. This position plays a key role in ensuring reliable technology performance during events, meetings, and daily operations. The ideal candidate will have strong technical troubleshooting abilities, excellent customer service skills, and the flexibility to support varying schedules and workloads.
Key Responsibilities
- Provide onsite desktop and laptop support for hardware, software, and peripheral devices.
- Support conference and event IT setups, including client supplied equipment, connectivity, and Wi-Fi access.
- Perform installation, configuration, and maintenance of Windows systems and related applications.
- Troubleshoot and resolve network connectivity issues, including wired and wireless (Arista Wi-Fi) systems.
- Assist with user account setup, password resets, and system permissions in coordination with the IT team.
- Maintain accurate documentation of support activities, equipment inventory, and technical issues.
- Collaborate with other IT team members to identify and implement process improvements.
- Provide timely, courteous, and effective communication with internal customers.
- Participate in an on-call rotation and work weekends or evenings as needed for events or urgent issues.
Qualifications
Required:
- CompTIA A and CompTIA Network certifications
- Minimum of 2 years of IT support or helpdesk experience
- Strong working knowledge of Windows operating systems and Microsoft 365
- Experience with Arista Wi-Fi systems and basic network troubleshooting
- Exceptional customer service and communication skills
- Ability to work independently, manage multiple priorities, and adapt to changing needs
- Willingness to work weekends and nights based on event schedules
Preferred:
- Experience supporting conference or event technology environments
- Familiarity with ticketing systems (e.g., ServiceNow, Jira, or similar)
- Basic knowledge of AV systems and peripherals
- Strong interpersonal skills
Physical Requirements
- Ability to lift and move computer equipment (up to 40 lbs)
- Extended periods of standing or walking during event support