IT Support Technician – Hospitality

IT Support Technician – Hospitality

Reports to: IT Services

Location: Denver, CO

Company Description

Edge provides integrated, managed voice and data technology systems and services for small/medium businesses and enterprises.

Position Description 

As an IT Support Technician, you will be part of a team of IT professionals who provide onsite & remote support for all facets of the IT ecosystem. Our "white-glove" 24/7 support program specializes in industries where attention to detail and timely response is mission critical. Our hospitality division caters to high-end large-scale boutique hotels, restaurants, and nightclubs whose staff and patrons expect industry-leading support. This is a fast-paced, interactive, hands-on role where you must "dress to impress’' and give 100% daily.

As part of a team that supports multiple properties in several states, we are looking for people who are self-starters and can work remotely as well. You must manage your workload each day and be able to prioritize each task based on each unique situation. Using cutting-edge industry remote management, monitoring, and access tools you will be assisted by teams in other regions and may be asked to do the same for them.

Primary Responsibilities

•    Desktop support for hardware and software troubleshooting
•    Willingness to learn industry-specific and proprietary management systems
•    Setup, deploy, and maintain end-user equipment
•    Perform network administration functions, user account permissions, Active Directory changes
•    Follow up with clients to ensure resolution is complete and satisfactory
•    Maintain accurate, thorough, and timely information in ticketing system
•    Research and resolve problems through all IT functions
•    Collaborate with peers to form technical solutions
•    Completion of day-to-day help desk support requests and assigned projects that require interaction with other divisions of our company

Required Skills   

• Must live in the geographic area posted
• Proven experience providing on-site & remote desktop support to customers.
• Proficiency with remote support tools like VNC, LogMeIn, RDP, and similar platforms.
• Strong troubleshooting abilities with the ability to diagnose and resolve technical issues efficiently. 
• Experience using remote management platforms for workstation configuration, status monitoring, and testing. 
• Familiarity supporting (not engineering) TCP/IP, cables, IP phones, workstation connectivity, printer connectivity, POS devices and Active Directory administration
•  Goal-oriented team player with strong organizational skills and keen attention to detail.     
•  Self-starter with an independent mindset and a willingness to share knowledge with the team. 
• Thorough understanding of all Windows server and desktop operating systems
• Knowledge of hotel property management systems and point-of-sale (POS) applications.
• Proficiency with PC and server hardware, configurations, and related peripherals. 
• Strong command of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and experience with Active Directory and Exchange. 
• Exceptional customer service and problem-solving abilities, providing prompt and courteous responses to user inquiries and technical issues. 
• Ability to thrive in a fast-paced, dynamic work environment. 
• Willingness to travel occasionally as required.
• Strong multitasking and communication skills, with the ability to manage multiple priorities effectively. 
• Commitment to reliability, accountability, and building a long-term career with Edge Communications. 

Desired Skills & Experience

•    Five years related experience or equivalent.
•    Two years of telecommunications experience
•    Knowledge of mobile devices in an enterprise including iPads, iPhones, Android devices
•    Understanding of PCI compliance and certificates
•    Familiarity with Ruckus APs and Meraki APs administration
•    Understanding of IP Networking and troubleshooting
•    Familiarity with hotel applications such as: PMS-Opera; POS-Micros; Revenue Management-Ideas; Building Management –HotSOS, Safelock, InnComm, and more; Sales – Delphi/SalesForce
•    A+ Certification
•    MCSE / MCDST / A+ certification(s)
•    ACSP certification(s)