The IT Analyst position is part of the team that provides end user support and ensures that all property systems are operating properly. Analyst should be able to function with minimal supervision and be able to adapt to changes. Assist the department leadership with daily operations, user support, system health and implementation of new technologies. The IT Analyst will work with 3rd party vendors to resolve software issues and will serve as liaison between the user and the vendor. This IT Analyst role is a temporary assignment for 3 months.

ESSENTIAL JOB FUNCTIONS

• Must have help desk experience.
• Must understand property technology systems such as PMS & POS, Familiarity with industry systems including those currently in use by Salamander Hotels and Resorts (Agilysis, Opera, Springer-Miller, YellowDog, Nuvola).
• Must understand & know how to troubleshoot networking issues (Cabling, WiFi, VLANS, Switches, DHCP, Domain Controller).
• Must have experience in PC setup and troubleshooting.
• Must have basic printer, scanner & peripheral troubleshooting.
• Must have experience in using Zendesk help desk tools.
• Must be able to work with vendors to bring issues to resolution.
• Preferred to have experience in Active Directory Management.
• Communicate effectively with internal team, guests, and other departments.
• This job description is not an exclusive or exhaustive list of all job functions; a service professional may perform other duties assigned.
• Serves as point of escalation for vendor and property users.
• Effective communication with property executives and corporate staff to convey issues and or possible solutions necessary.
• Analyze and report on support data to determine the best solutions
• Ability to deal with confidential information in a discrete manner, not compromising company and/or personal confidences.
• Work with the Finance/Accounting team to order hardware, software and equipment as needed.
• Maintain a high level of service and support by using a ticket/tracking system.

EDUCATION/EXPERIENCE

• Associate degree (A.A./A.S.) in Computer Science or related discipline and/or; or three to five (2-4) years related experience.
• Experience working with remote users (connectivity, access, etc.).
• Experience in Hotel Technology is strongly preferred.
• Ability to manage internal and external resources to address day-to-day needs for applications troubleshooting and issues resolution.
• Excellent problem-solving skills.

REQUIREMENTS

• Experience in fast paced environment in which they have shown they can conduct multiple tasks and meet deadlines and work in a campus setting.
• Must contain the following characteristics: a) Confident; b) Flexible; c) Detail oriented; d) Self-starter; e) Adapt to change easily; f) Team player willing to do whatever it takes to meet goals and objectives; g) Drive for continuous improvement.
• Must have exceptional interpersonal, clear verbal and written communication skills.
• Candidate must have attention to detail, be able to multi-task, must possess the ability to work in a fast-paced environment, experience handling guest service issues and be a team player
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.
• Occasional lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Experience with ticketing and help desk management tools such as, Zendesk.

SKILLS

Language Skills

• Read and interpret documents in English such as periodicals, journals and manuals
• Able to write for various channels, routine reports, correspondence, business letters, summaries using prescribed format and conforming to all rules of punctuation, grammar, diction and style
• Ability to speak effectively before groups such as business partners, clients or employees

Reasoning Ability

• Apply common sense understanding to business and social situations and in carrying out instructions furnished in written, oral or diagram form
• Able to apply mathematical skills to interpret financial information and to prepare reports and budgets
• Read and interpret business records and statistical reports
• Make business decisions based on reports and facts, as well as on experience and personal insight

Computer Skills

Must have sufficient computer skills that allows the individual to be able to use, in a proficient manner, all corporate issued software programs including but not limited to:

• Sharepoint
• O365
• Adobe

PHYSICAL DEMANDS

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties this job, the employee is regularly required to stand; walk’ use hands to finger, handle or feel; reach with hands and arms; stoop, kneel, crouch; talk and hear. The employee must be able to lift and move up to 25 pounds. The employee must be able to see differences in widths and length of lines such as those on graphs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ENVIRONMENTAL CONDITIONS

• Inside for 75% or more of the time

WORK ENVIRONMENT

• Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers and accept constructive criticism from supervisors
• Must be able to change activity frequently and cope with interruptions