Information Technology Service Desk Technician

Montage International - Bluffton, SC (30+ days ago)2.9


Live Your Passion. Add Your Magic.
At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.

Information Technology Service Desk Technician (Help Desk Technician)

SUMMARY

The Information Technology Support Specialist’s role is to provide efficient and courteous technical assistance to end-users and guests. This includes receiving, prioritizing, documenting, and actively resolving Service Requests. Problem resolution may involve the use of diagnostic tools or processes, collaborative efforts and may require that the individual give on-site assistance in person.

An exceptional Information Technology Support Specialist must demonstrate a good technical knowledge and an ability to communicate effectively in order to understand the issue while explaining the solution to users with varying technical proficiencies.

The goal is to provide effective and timely service to our end-users and guests to promote efficient operations and excellent customer service.

ESSENTIAL FUNCTIONS

First tier support for end-user and guest requests fielding inquiries via E-mail, Service Desk and Telephone and escalating as necessary.
Collaborate with internal departments and vendors to complete tasks.
Document all pertinent information including: name, department, contact information, and nature of issue.
Record all steps in the troubleshooting process for Service Desk Requests including but not limited to the resolution.
Identify trending or underlying issues and draft Self-Help Articles for End-users.
Test solutions and implementations to ensure functionality and accuracy while following up to ensure adequate resolution.
Field guest requests after necessary escalation process.
Perform hands-on and remote assistance at the desktop level, including but not limited to: installing and upgrading software, installing hardware, and configuring systems and applications.
Apply on the job training and diagnostic utilities to facilitate efficient troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Perform preventative/inventory audits and maintenance including but not limited to: auditing PCI hardware logs and checking/cleaning of workstations, printers and peripherals.
Troubleshooting and assistance with Mobile Devices and Workstations
Organization of all IT inventory, spaces, and vehicles to promote safety and efficiency.
REQUIREMENTS

High School Diploma
Working knowledge of computer systems/applications, mobile devices and peripherals
Ability to diagnose and resolve basic technical issues
In-depth knowledge of networking protocols to include: DHCP, DNS, VLAN, WiFi, VOIP
Excellent written and verbal communication skills
Familiarization with VMware virtualization
Licenses/Certifications: A+, Network+ or equivalent
Must be able to work independently and as part of a team while remaining detail oriented
Must demonstrate effective time management
Ability to work Weekends, Holidays and after-hours as needed
PREFERENCES

Associate’s Degree in Computer Science or related degree preferred.
1 year of previous Hotel Technology Experience preferred.
Familiarization with VMware Horizon preferred.
Licenses/Certifications: CHTP, MCP, MCSE/MCSA, or related certifications preferred.
PHYSICAL REQUIREMENTS

Must be able to exert well-paced ability to maneuver around the campus. Must be able to lift up to 40 lbs. on a regular and continuing basis. Must be able to walk, stand, sit, climb, bend, stoop, squat and stretch to fulfill tasks. Must have finger dexterity to be able to operate office equipment and perform repairs.

Montage Palmetto Bluff participates in eVerify.

In the United States we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.