IT Help Desk Technician

Location: Wildwood Gables

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 Ethical  Conduct Confidentiality Time  Management Organization Skills Above average Excel skills

Experience with complex spreadsheet analysis

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 timeWalk
- Under 2/3rd of the timeSit
- 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.
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