IT Support Assistant

Wage: $25.00 - $30.00/hour DOE

Typical Schedule: Sun-Thurs, position to begin in June

Primary Purpose of Position

Performs a variety of moderately complex information technology duties to ensure smooth operation of technology services. Provides guidance and first level support to employees and hotel guests on computer and network issues.  Escalates any major issues to the IT Manager. Utilizes computer equipment, software and diagnostic tools to perform a broad range of customer assistance, production job processing, equipment maintenance and repair. Requires minimum supervision and may act as lead when the need arises. Updates manager on status of projects or technical issues. Exercises judgment and creativity in selecting and applying procedures correctly, and determines when to refer problems to the manager or next level of support.

Essential Duties and Responsibilities

· Provide technical support to telephone, email and end user requests for a variety of key hardware and software

· Log support calls and document their outcome to facilitate the resolution of common issues

· Respond as first contact to any guest issues

· Anticipate guests requests and needs and follow up with guests to ensure satisfaction with solution provided

· Assist with building out new computers

· Maintain the existing PCs to standards determined by the IT Manager, performing upgrades, new installations and carrying out routine procedures

· Be available for IT coverage in the absence of the IT Manager

· Create and edit domain credentials & Active Directory

· Assist IT Manager by executing projects as assigned

· Assist in the compilation and maintenance of an accurate inventory of hardware and software

· Interface with relevant vendors and partners to resolve complex issues

· Assist OWBR owners, guests and employees with A/V items and common desktop issues

• Troubleshoots, diagnoses problems, implements corrective action procedures within prescribed guidelines and/or escalates to IT Manager as needed

· Perform desktop update checks

· Perform server checks for alarms

· Keep office area in good working order and maintain a clean workspace

• Designs and produces basic reports

· Provides a professional, courteous and rapid response to individual users at all times

· Develops and maintains active and progressive working relationships with all Sonnenalp employees

· Provides daily activity sheets to IT manager with all work performed or actions taken

· Other duties as assigned

Education/Experience

· College degree in a computer related field or equivalent work experience preferred

· Previous IT support experience preferred, ideally in a hospitality environment

· Windows Server and Workstation knowledge required

· Knowledge of general networking principles required

· General knowledge of wireless networks (mainly lightweight wireless networks using Cisco controllers)

· Advanced skills in Word, Excel, Outlook

· Experience with HotSOS, SMS, and Squirrel POS preferred

Special Skills/Equipment

· Excellent troubleshooting and problem resolution skills

· Detail oriented

· Organizational skills are a must

· Excellent comprehension of English, both written and verbal

· Spanish comprehension a plus

· Ability to work under pressure

· Ability to meet deadlines

· Helpful, team-oriented attitude

· Demonstrated aptitude for providing exceptional customer service even when the environment becomes fast-paced or intense

Essential Physical Requirements

· Work is primarily performed indoors but requires the ability to walk all over the property

· Some lifting of small equipment, up to 40 lbs

· Moving about the property at a fast pace at times

• Able to perform various activities such as constant standing, walking, frequent bending, reaching, kneeling, and squatting

Benefits:

• Medical, Dental, Vision Insurance
• Resort Discounts
• Holiday Pay
• Paid Time Off and Sick Pay
• 401(k) Retirement Plan & Roth 401(k)
• Voluntary Life Insurance
• Short Term & Long Term Disability
• Employee Assistance Program
• Parking Credit or Discounted Bus Passes