Job Title:
IT Help Desk Technician
Classification:
Salary- Exempt
Reports to:
Director of Information Technology
Job Description
This role supports the IT Help Desk in training, implementation of software, and assists team members in a daily role. All software and hardware support for all ICONA related properties with direction from the Director of IT. This is not a remote position.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Serve as the first point of contact for IT support requests from hotel staff via phone, email, and ticketing system
Troubleshoot and resolve issues related to workstations, laptops, printers, POS terminals, and mobile devices
Provide basic support for property management systems (PMS), point-of-sale (POS) systems, and other hotel operations software
Set up and configure new hardware, software, and user accounts (onboarding/offboarding support)
Escalate complex issues to Tier 2/3 IT staff or vendors as needed, following up to ensure resolution
Maintain accurate records of support tickets, resolutions, and recurring issues
Assist with basic network troubleshooting (Wi-Fi connectivity, cabling checks, guest internet issues)
Help maintain IT asset inventory (equipment, licenses, warranties)
Follow IT security protocols and help reinforce best practices among hotel staff
Contribute to documentation of common issues and step-by-step troubleshooting guides
After hours on call for properties on a rotational basis.
Other duties as assigned.
Weekly attendance to Aloha Culture Meeting
Competencies
Supervisory Responsibility
This position has no supervisory responsibilities.
Work Environment
This job operates in a professional hotel and office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
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.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position will require inside/outdoor (including beaches) work in all types of weather.
PHYSICAL ENVIROMENTAL DEMANDS:
Stand- Under 2/3rd of the time
Walk- Under 2/3rd of the time
Sit- Over 2/3rd of the time
Use hands to fingers, handle or feel- Over 2/3rd of the time
Reach with arms and hands- Over 2/3rd of the time
Climb or balance- Under 1/3rd of the time
Stoop, kneel, crouch or crawl- Under 1/3rd of the time
Talk or hear- Over 2/3rd of the time
Lift minimum of 5lbs.-35 lbs.- Under 1/3rd of the time
Adherence to all policy and procedures delineated in the ICONA Handbook
Travel
Some travel is expected for this role.
Required Education and Experience
- High school diploma or equivalent
- Up to 1 year of IT support experience (internships, coursework, or certifications welcome)
- Basic understanding of Windows OS; familiarity with Mac OS a plus
- Strong customer service and communication skills
- Ability to explain technical issues to non-technical staff clearly and patiently
- Willingness to travel between properties as needed
- Valid driver's license
Additional Eligibility Qualifications
- Maintain confidentiality of all sensitive information.
- Excellent guest and vendor service skills.
- Upholding the ICONA Aloha culture.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.
