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Pledge for Success:
We are dedicated in hiring outstanding individuals who share in our commitment and passion in serving our guests. Ambition, dedication, attention to detail, and a warm smile are all winning characteristics that lead to the spirit of who we are.
Position Summary:
The role of the Technical Services Specialist I is to support the stable operation and perform daily troubleshooting of the ilani in-house support calls relating PC hardware and software, network, and telecommunications.
Primary Duties and Responsibilities:
- Promotes superior guest service.
- Maintains, and perpetuates a positive organizational culture according to the principles of the Spirit of Tâlícn and Core Values.
- Support the operation of the computer network including software and hardware linking computer systems in various departments and divisions.
- Ensures that high quality support and services are provided to team members using network and desktop computers.
- Assists team members (by phone or in person) with desktop/computer, peripheral and mobile device problems requiring troubleshooting and problem analysis skills.
- Write system documentation and standard Operating Procedures for systems installation, operation, and maintenance to submit to the Technical Service Manager for approval.
- Serve on project teams and perform systems analysis for various company-wide hardware and software projects.
- Maintain and update the service desk ticket system as issues are reported by team members.
- Acts as a technical liaison to assist team members with complex desktop computer hardware and software problems.
- Recommends items for purchase.
- Develops and utilizes systems/procedures to monitor and maintain the computer network.
- Maintains documentation of computing hardware and software, including installations, problems, fixes, and upgrades.
- Installs and maintains network components, system and desktop software and hardware.
- Installs and/or moves computers from one location to another.
- Sets up and tests new computer hardware configurations, performs diagnostics on desktop and network systems, pulls and connects/terminates various data and other communications cables, disassembles and replaces parts as needed.
- Performs monthly preventative maintenance.
- Aides in inventory management of backstock and supplies.
- Troubleshoot issues as they arrive, documenting activity, in detail, within ticketing system.
- Works with management, peers, and vendors to design and implement hardware/software solutions, logical models, operational management models, and business continuity plans for systems under management.
- Works with management, peers and vendors to provide ongoing monitoring, performance tuning, implementation, and root cause analysis for systems.
- Creation and maintenance of troubleshooting and operational documentation for systems.
- Authors and peer-reviews documentation.
- Provides and receives cross-discipline training in order to ensure maximum availability of systems under management; conducts security awareness training.
- Communicates effectively verbally, and in written form.
- Carries and responds to off-hours communications device in order to provide 24x7 support for systems under management.
- Actively pursues opportunities, as an individual and as part of a group, to improve knowledge, tools, and processes for systems under management.
- Maintains confidentiality of sensitive information.
- Performs other duties as assigned.
Minimum Qualifications:
- Associate degree in Information Systems, Computer Science, Engineering, Business, or related field, and two (2) years of progressive Information Systems experience in a Client Technologies or IT Customer Service Specialist role - OR - High School Diploma or GED and six (6) years of progressive Information Systems experience in a Client Technologies or IT Customer Service environment.
- Must possess excellent interpersonal skills with an ability to foster a supportive and enabling team environment.
- Demonstrated advance knowledge of Microsoft operating systems.
- Requires weekend, evening work, working different shifts, and flexible hours.
- Effective written and oral communications.
- Must have exceptional troubleshooting skills.
- Must have experience supporting MS Office.
- Cisco networking experience and strong familiarity with audio/visual equipment and support highly recommended.
- Must be able to walk, stand, reach, and grab for a 10-hour shift.
- Must be willing to work in a smoking environment.
- Must be willing to adhere to company health and safety measures.
Our shifts are: (Day shift for a brief bit of training and then transition to swing).
Sunday - Wednesday
6:00am-4:00pm
4:00pm-2:00am
Wednesday - Saturday
6:00am-4:00pm
4:00pm-2:00am
Work Shift:
Swing (United States of America)
Knock, knock. Hear that sound? That's opportunity!