What are the responsibilities and job description for the IT Help Desk Tech - Full Time position at AHC Hospitality?

Job Description

From comfortably casual to lavishly appointed, AHC Hospitality represents a diverse array of hotels, restaurants, and resorts. Our team members provide exceptional experiences that delight our guests at every touchpoint. Whether hosting a meeting for several hundred, serving a table for two, or creating a beautiful space for our guests to enjoy, AHC Hospitality is full of opportunities for our guests, as well as our associates. We invest in supporting your growth and are a company who sees your success as our success. Choose a property that fits your personality : the Amway Grand Plaza, JW Marriott Grand Rapids, AC Hotel by Marriott, Courtyard by Marriott Downtown – and start your unstoppable career here.

This is a full time position with varying hours between 1st and 2nd shift. Must have weekend availability.

This position is eligible for full benefits (medical, dental & vision), Daily Pay, 401K, paid vacation, free downtown parking, free employee meals, hotel and restaurant discounts and more.

POSITION SUMMARY

The IT Help Desk Technician serves as the first level of support to assist company users of company- or client-provided information technology resources. The position requires basic user technical skills and remediation abilities combined with interpersonal skills as it relates to technical support of all AHC properties users and hotel guests.

TECHNICAL REQUIREMENTS

Basic understanding of Active Directory, Group Policy, and Configuration Manager Device Management
Proficiency with technical protocols (DNS, DHCP, TCP / IP, etc)
Understanding of networking fundamentals (TCP / IP, Patch Panels, Terminations, WiFi, OSI Model)
Exceptional problem-solving skills
Ability to instruct non-technical users
Deliver exceptional customer service to both hotel guests and AHC management staff

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The IT Help Desk Technician should have the ability to perform daily tasks including and not limited to the following :

Serve as first point of contact for technical issues reported by AHC staff members

Utilize help desk ticketing software (Zendesk) for effective communication to our customers

Help ensure accuracy of asset management database

Setup and deploy workstations across the managed properties

Responsible for maintaining clean and organized workspace

Answering, evaluating, and prioritizing incoming telephone, voice mail, e-mail, and in-person requests for assistance from both internal (staff) and external (hotel guests) customers experiencing problems with hardware, software, networking, telephone, television, Internet and other technologies.

Collect information about problem and leading user through diagnostic procedures to determine source of error.

Logging and tracking incident requests and time spent using problem management software, and maintaining history records and related problem documentation.

Evaluate documented resolutions and help contribute to the shared solutions database.

Analyze trends for ways to prevent future problems and alert management to emerging trends in current technology.

To ensure that all of the daily work is completed in accordance with AHC guidelines.

To uphold all of the service culture standards set forth by the AHC.

QUALIFICATIONS

Two years’ relevant experience.

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