Information Technology Support Specialist

Overview

Information Technology Support Specialist role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants.

Please discuss with our hiring managers during our selection processes. If you are an internal applicant, please log into Workday to apply for your application to be considered. Please apply internally.

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Support guest calls for Internet connections and any IT related requests.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet and available resources to aid in problem resolution.
• Install antivirus software.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Provide mobile device troubleshooting and support.

• Bachelor’s Degree in Computer Science or related degree preferred.
• 1 year of previous Hotel Technology Experience preferred.
• Familiarization with VMware virtualization; VDI experience preferred.
• Licenses/Certifications:
  
  CHTP, A+, MCP, MCSE/MCSA, Network+ or related certifications preferred.

Must be able to exert well-paced ability to maneuver around the hotel. Must be able to lift up to 15-40 lbs. on a regular and continuing basis. Must be able to walk, stand, sit, bend, stoop, squat and stretch to fulfill tasks. Must have finger dexterity to operate office equipment.

The pay scale for Information Technology Support Specialist is $27.50. The pay scale is the base salary or hourly wage range, exclusive of incentive pay such as commissions, piece rates, gratuities, and the like, that Montage reasonably expects to pay for the position.