Help Desk Technician II, Help Desk Technician - Gecko Hospitality

IT Help Desk Technician

Job Overview:

The IT Help Desk Technician will provide essential technical support to ensure seamless and efficient operations within the hotel management company. This role requires an individual who is proactive, customer-focused, and adept at multitasking to address a variety of IT-related issues. The technician will troubleshoot and resolve technical problems, while providing a high level of customer service to internal stakeholders.

Responsibilities and Duties:

• Provide first-level technical support for hardware and software issues reported by hotel staff, including troubleshooting and problem resolution.
• Respond to help desk inquiries promptly and courteously, ensuring that all support requests are logged and resolved in a timely manner.
• Assist with the setup, installation, and configuration of computer systems, including desktops, laptops, and network equipment.
• Conduct routine maintenance and upgrades on IT systems to ensure optimal performance and security.
• Collaborate with the IT department to implement new technologies and enhancements to existing services.
• Educate staff on basic IT troubleshooting skills and promote best practices for technology use.
• Maintain accurate documentation of support activities, resolutions, and processes in the help desk system.
• Liaise with external vendors for support services and repairs as needed.
• Assist in maintaining an inventory of company IT assets and managing equipment check-outs.

Qualifications:

• Associate's degree in Information Technology, Computer Science, or a related field is preferred.
• At least 1-2 years of experience in a technical support role, ideally within the hospitality industry.
• Proficiency with Windows and Mac operating systems, as well as knowledge of network infrastructure.
• Strong problem-solving skills and attention to detail.
• Excellent communication skills and the ability to work well with others.
• Ability to manage multiple priorities in a fast-paced hotel environment.
• Familiarity with property management systems is a plus.
• Able to lift and transport IT equipment as needed.

Physical Requirements:

• Ability to work in various locations across hotel properties.
• Ability to occasionally lift up to 25lbs.
• Ability to walk, stand, or sit for extended periods as required by the work environment.