Job Purpose
The Information Technology & Audio-Visual Support Specialist (IT/AVSS) enhances hotel value and guest satisfaction by maximizing the available technology, software, and support systems to provide the most positive workflows and technological solutions for all aspects of the company. The IT/AV Support Specialist’s role is to ensure business critical systems and business applications are properly maintained and meet the organization’s needs in accordance with the company’s value and standards. This position reports to the Information Technology Manager and works closely with team to support a variety of systems such as the Property Management System, Point of Sales and Hotel Support Systems.
Duties and Responsibilities
Ensure that any planned interruption to services is scheduled through the change management process and coordinated with the business stakeholders.
Assist in software and hardware rollouts, and communication to the end users.
Be part of an on-call weekly rotation for emergency and after hour incidents.
Handle support and service requests including prioritization and scheduling requests, incidents, and problems appropriately and escalate as needed. Report to management as needed.
Ensure all systems and business applications are running at their best to minimize downtime. Be proactive as much as possible and collect/interpret data to predict and prevent failures.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the workstation level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Create new users in necessary systems then coordinate the deployment of end-user devices.
Coordinate computer network access and use for employees.
Provide end-user support for the various company applications such as the PMS system, the POS system, Phone system, Booker, Parking Gate, Security Cameras, Digital Signage and Office Applications Printers.
Assist banquet department with audio visual setups for group functions in all meeting spaces.
Ensure that technology is used to automate and streamline processes wherever possible.
Perform post-resolution follow ups with stakeholders.
Answer trouble ticket and technical requests from users.
Diagnose hardware and software problems and replace defective components.
Monitor network performance to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.
Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate system and network requirements.
Analyze equipment performance to determine the need for repair or replacement.
Help Track IT Assets
Manage the access control software for encoder-enabled doors.
Assist, as needed, in pulling and terminating new network wire runs to expand network functionality and growth.
Image and deploy workstations.
Assist management and staff with the daily functions of IT hardware & software. Address guest impact issues immediately.
Other duties as assigned.
Have a flexible schedule including availability to work evenings, weekends, and holidays as needed.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Qualifications
College diploma or university degree in a technical field such as Computer Science and/or 2-3 years equivalent work experience.
Working knowledge or experience in: Microsoft Active Directory, Microsoft 365 Admin, Endpoint Security Software, Server Virtualization technology and network firewall management.
Prior experience working with in hospitality industry preferred.
Ability to focus on hotel guest needs, remaining calm and courteous at all times.
Familiarity with computer technology and variety of helpdesk concepts, practices, and procedures.
Proven experience gained working in a helpdesk analyst/application/software support role, providing proactive support to customers.
Creative thinker with ability to prioritize effectively.
Be physically able to perform the duties required including ability to lift 50lbs and long periods of standing and walking.
Possess above average verbal and written communication skills.
Exceptional attention to detail and clear documentation ability.
Must possess excellent organizational skills.
Ability to meet deadlines and handle difficult situations.
Ability to handle multiple tasks and priorities.
Use analytical skills for measuring business potential and value to the hotel.
Interact with all levels of customers and hotel management.
Other duties as assigned.
Working Conditions
This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position may require evening and weekend work, working outdoors, working with challenging clients, and minimal travel.