IT Support Specialist II

The incumbent in this position is responsible for monitoring, configuring, maintaining, installation, and removal of Virgin Hotels Las Vegas (VHLV) technology hardware and software; responsible for basic troubleshooting of all technology problems associated with property technology; adhere to user security policies for all systems; responsible for providing IT service desk support for all Team Members and other users of property technology.

THE NITTY-GRITTY (The Essential Job Duties)

(The following statements are intended as general illustrations of the work in this job class and are not all inclusive for specific positions.)

• Provide telephone, remote, or in-person IT service and support to all VHLV team members or other property technology users
• Record all Help Desk interactions according to IT procedures
• Resolve basic to intermediate technology problems
• Setup and prepare technological equipment for operation, in accordance with Information Technology policies and user needs
• Perform basic troubleshooting of hardware and software on all systems. Utilize contracted vendors for assistance if problem persists after troubleshooting process
• Perform preventative maintenance procedures on all technological equipment on a scheduled basis
• Communicate as directed with all Team Members and non-VHLV technology users regarding technological upgrades, system maintenance, or other technology related information
• Functional knowledge of property network infrastructure including IDF locations, wireless configuration, and network topology
• Basic i5 operations including error monitoring, user security, and printing
• Inventory equipment, software, and other VHLV technology
• Maintain compliance with Gaming, Sarbanes-Oxley, and PCI requirements
• Remain cognizant of changes in technology
• Any other functions deemed necessary
• Must be physically present at work, in assigned workstation, to perform all functions required of the position
• Other duties as assigned

WHAT IT TAKES (The Qualities We Look For)

• Great collaborators with the ability to create excellent working relationships across the group. Collaborative approach with all departments
• Ability to break down barriers and resolve potential conflicts swiftly and effortlessly
• Effective communication and presentation skills to all levels of management
• Creativity and innovation are essential!
• Ability to think freely and approach all issues with a completely fresh approach
• Ability to anticipate needs and over deliver wherever possible
• Candidates must think on their feet and use their initiative to solve problems and deliver solutions
• Excellent customer relations, communication, presentation and organization skills of utmost importance
• Able to change direction and work on multiple project aspects at once
• Enthusiastic, passionate, able to inspire and motivate others
• Leadership ability and behavior consistent with Virgin Hotels Core Values:
  Fun, innovative, original, and personable, and striving to deliver high quality and brilliant customer service

MUST HAVE'S

• Current, legal and unrestricted ability to work in the United States
• Experience with Agilysys LMS, Info genesis, and Stratton Warren preferred
• Knowledge of Help Desk and IT operations
• Familiarity with various PC, POS, and printer hardware and software platforms
• Familiarity with i5 software
• Good technical and communication skills. These skills and abilities are typically acquired through six months to one year experience in a computer operator or technical support position
• Intermediate knowledge of Help Desk and IT operations.
• Understanding of various PC, POS, and printer hardware and software platforms. Understanding of i5 hardware and software.
• Expert technical and communication skills. Possess A+ certification or equivalent job…