Hotels - IT Support Technician

The IT Support Technician is responsible for the day-to-day technical support for Hotels, Corporate Office and Enterprise IT technologies. The Support Technician II troubleshoots and supports IT hardware, software, and applications to maintains operational efficiencies.  The Support Technician II also fulfills more advanced user requests, permissions, and hardware set ups.

A division of The Marcus Corporation, Marcus Hotels & Resorts has a rich history of operational and service excellence. Essential to past and future success has been and will be our associate centric culture, built upon the belief that our most important asset is and will always be our team members. We are “People Pleasing People” who strive daily to create extraordinary experiences for guests and associates alike.

Essential Functions:  

• Provide second tier technical support and incident management for the corporate office and hotel employees.  Escalate the most complex technical problems to higher tier support.
• Respond to urgent situations while remaining calm and positive.
• Manage mobile device, PC/laptop, acquisition, set up, and delivery.
• Successfully meet goals while staying within budget and timeline.
• Provide LAN/WAN/Wireless incident management.
• Troubleshoot and resolve hardware, software and application incidents for 3rd party service vendors.
• Provide incident management for hotel specific technologies.
• Document all asset management changes and ensure all incidents and requests are recorded using corporate ticketing systems.
• Perform advanced technical work on cross team projects as assigned.
• Manage Print Server Environment.
• Escalate advanced technical problems to higher tier functions.
• Remain aware of current information system trends and technologies.
• Perform other duties assigned.

Position Requirements:

1. Requires a High School Diploma, G.E.D or equivalent
2. Requires 2 – 5 years previous Help Desk, Technical Support or System Administrator experience
3. Solid understanding of the following technologies:

• Microsoft Operating Systems, Windows 8.1/10, Microsoft Office Suite
• Cellular and tablet technologies, OS, and applications (iOS, Android)
• Active Directory functionality
• Wireless, telecommunications, and networking knowledge
• Advanced PC hardware knowledge
• Retail / Hospitality technologies a plus

4. Excellent incident identification and problem solving skills
5. Excellent verbal and written communication skills
6. Ability to interact professionally and effectively with all levels
7. Must be strong at both working as part of a team and independently as required
8. Ability to prioritize workload based on business needs and meet deadlines
9. Patience, flexibility, and ability to handle pressure in a fast-paced, high volume office environment
10. Detail-oriented and dedicated to follow-through in all work
11. Participate in on-call rotation
12. Ability to travel 10% overnight to remote sites