Opportunity: IT Technician

The IT Technician is responsible for the daily operation, maintenance, and support of all hotel information technology systems. This includes, but is not limited to, guest room internet, property management systems (PMS), point-of-sale (POS) systems, back-office applications, network infrastructure, hardware, and software. The IT Technician will provide timely and effective technical assistance to hotel staff and guests, ensuring a seamless and efficient technology environment to support hotel operations and guest satisfaction. The ideal candidate should be flexible and available to work weekends, as required by hotel operations.

Potential Career Path

IT Manager – Director of IT

Essential Job Functions

• System Maintenance & Support
  • Perform routine maintenance on all IT hardware and software, including servers, workstations, printers, network devices, and peripherals.
  • Troubleshoot and resolve technical issues related to guest room internet, Wi-Fi connectivity, and in-room entertainment systems.
  • Provide first-level and second-level support for property management systems (e.g., Opera, Fosse, etc.), point-of-sale systems (e.g., Micros, Toast, etc.), and other hotel-specific applications.
  • Monitor system performance and proactively identify and address potential issues to minimize downtime.
  • Ensure data backups are performed regularly and successfully.
  • Assist with the deployment and configuration of new hardware and software.
• Network Management
  • Assist with the management and maintenance of the hotel's wired and wireless network infrastructure, including switches, routers, and access points.
  • Monitor network security and respond to potential threats or vulnerabilities.
  • Ensure network connectivity for all hotel departments and guest services.
• User Support & Training
  • Provide technical support to hotel staff for various IT-related issues, including desktop support, email configuration, and application usage.
  • Educate and train staff on the proper use of hotel IT systems and best practices for data security.
  • Maintain a positive and helpful demeanor when interacting with all hotel personnel and guests.
• Inventory & Documentation
  • Maintain an accurate inventory of all IT assets, including hardware, software licenses, and network devices.
  • Create and update technical documentation, including system configurations, troubleshooting guides, and procedural manuals.
• Vendor Relations
  • Liaise with IT vendors and service providers for support, maintenance, and new technology implementations as directed by the IT Manager.
• Security & Compliance
  • Adhere to all hotel IT policies and procedures, including security protocols and data privacy regulations (e.g., PCI DSS).
  • Report any security breaches or suspicious activities to the IT Manager immediately
• Other Duties
  • Perform other duties as assigned by the IT Manager or General Manager.
  • May be required to be on-call for after-hours support in case of critical system failures.

Position Requirements

• Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.
• Experience: 1-3 years of experience in an IT support role, preferably within the hospitality industry.
• Technical Skills
  • Strong knowledge of Windows operating systems (Windows 10, Windows Server).
  • Familiarity with network protocols (TCP/IP, DNS, DHCP) and network hardware (routers, switches, firewalls).
  • Experience with Wi-Fi technologies and troubleshooting.
  • Proficiency in troubleshooting hardware issues (desktops, laptops, printers).
  • Basic understanding of Active Directory and Group Policy.
  • Experience with hotel specific systems such as PMS (Opera, Fosse), POS (Micros, Aloha), and Guest Internet (HSIA) systems is highly desirable.
  • Knowledge of VoIP phone systems is a plus.
• Soft Skills
  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
  • Ability to work independently and as part of a team.
  • Exceptional customer service orientation.
  • Detail-oriented and highly organized.
  • Ability to prioritize tasks and manage time effectively in a fast-paced environment.

Work Environment and Context

• Work schedule varies and may include working on holidays and weekends.
• Work in various enviroments, including server rooms and guest rooms.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

This job description is intended to provide a general overview of the position. It is not an exhaustive list ofall responsibilities, skills, duties, requirements, or working conditions associated with the job. Management reserves the right to modify, add, or remove dutiesas necessary.