Job Title: IT Technician

Reports To: Senior IT Technician

Summary: The IT Technician supports all computer related functions with the Emerald Grande at HarborWalk Village to include assisting merchants of the Village as needed. The IT Technician performs a variety of duties including, but not limited to, computer troubleshooting in an office environment that includes desktop/portable and remote devices including cell phones, application, and enterprise system support; assist with computer set up for meetings/trainings; troubleshooting all computer hardware and software issues; performs computer repairs; installation and configuration of standard business software, as well as custom software for some operations/departments. 

This role requires working directly with employees of all levels and some guests/customers with troubleshooting, application, and hardware installations, determining best practices and standard computing procedures, and fostering good communication between IT and all levels of administration. 

Essential Duties and Responsibilities 

1. Provide problem resolution for employee and customer/guest issues.
2. Assist in the installation of automated equipment and system components, as well as printers.
3. Conduct testing of equipment and systems, identifying malfunctions and correcting deficiencies. 
4. Perform repairs on Desktops, laptops, printers, and any other authorized equipment.
5. Maintain updated documentation for installation, assembly, testing, maintenance, and repair activities and results.
6. Work with third party vendors to install and remediate AV issues as needed.
7. Installs, configures, and maintains devices for those working remotely.
8. Assists the Senior IT Technician in the coordination of equipment shipments and receivables.
9. Maintains and updates user account information and group permissions.
10. Assists with security needs and data recovery to include virus/spam removal with end users; uses decryption codes and necessary files to support hard drive troubleshooting and data recovery as necessary.
11. Other duties as assigned.

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty with confidence. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and Experience Requirements 

3 years of professional computer/IT technical support experience required; experience working in hotel/resort IT, as well as experience with firewall configuration a plus

Knowledge, Skill and Ability Requirements 

Knowledge 

• Strong knowledge of computer hardware and software
• Familiarity with Windows operating systems
• Good communication, including writing, speaking, and active listening
• Proven ability to multi-task, effectively determine priorities
• Strong problem-solving, critical thinking, and decision-making skills
• Customer service and interpersonal skills
• Excellent attention to detail
• Ability to work a flexible schedule including nights, weekends, and holidays

Key Competencies 

Key Competencies include strong work ethic and attention to detail. Adhering to our Core Values includes being teamwork, respect, pro-active, accountable, learning, and sustainable.

Language Skills 

Must be able to speak, read, write, and comprehend the English language. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to effectively present information in one-on-one and small group situations to guests and/or coworkers.

Mathematical Skills 

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 

Reasoning Ability 

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. 

Other Qualifications 

Availability Open and operational seven days a week. Employees are required to be available to workdays, nights, weekends, and holidays. 

License Requirements Valid driver’s license that has been in effect for at least three years, with no major violations and no more than two minor violations in the past three years.

Rules and Regulations All employees must adhere to all safety rules and regulations required by local, State and Federal authorities, wear the appropriate personal protective equipment necessary to perform the job in a safe manner and will follow all safety rules per the Company’s Safety Policy. 

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee the employee will stand; walk and stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus. The employee must be able to lift up to 25 pounds upon occasion. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The physical environment requires the employee to work both inside in climate-controlled areas and outside in the heat and inclement weather.