Technical Services Specialist I

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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)

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