IT Operations Support Technician

McKibbon Hospitality•Tampa, FL

24d•Onsite

About The Position

The IT Operations Support Technician is a key team member supporting McKibbon Hospitality's growing network of technology and operational systems. This role primarily coordinates between internal users, field teams, and third-party vendors to ensure reliable support and compliance across device hardware, software, network, and smart technologies. The technician will manage day-to-day user support issues, facilitate ticketing and escalation with third-party IT support providers, provide routine updates to stakeholders, and oversee compliance standards—including vendor adherence to company policy. The role is collaborative in nature, with a focus on communication, process improvement, and support documentation while embracing the McKibbon Guiding Principles.

Requirements

High school diploma or GED required
2–4 years of help desk, technical support, or IT systems support experience
Demonstrated experience supporting Microsoft 365/Office 365 tenant administration
Familiarity with Active Directory, Azure Active Directory (Entra ID), and endpoint management
Experience coordinating with third-party IT vendors and managing support tickets
Working knowledge of Microsoft 365/Office 365 administration (user accounts, licensing, permissions, security settings)
Understanding of basic network concepts: TCP/IP, DNS, DHCP, VPN, wireless networks, VLANs
General IT hardware and software troubleshooting (desktops, laptops, mobile devices, printers, peripherals)
Knowledge of device security, compliance frameworks, and vendor SLA management strongly desired
Strong written and verbal communication skills
Excellent customer service orientation and stakeholder management
Ability to manage multiple priorities and work independently
Detail-oriented with strong documentation and organizational skills
Collaborative mindset with ability to work across teams and with external vendors
Problem-solving skills with ability to triage and escalate issues appropriately
Adaptability and willingness to learn new technologies and processes
Primary work location: Corporate office
Availability for occasional after-hours support or on-call rotation as needed
Standard business hours with flexibility based on business needs

Nice To Haves

Associate's degree in Information Technology, Computer Science, or related field preferred
Relevant technical certifications may be considered in lieu of formal degree
Experience in hospitality, multi-site corporate environment, or field support operations preferred
Exposure to Microsoft Azure, AWS, or other cloud platforms preferred
Familiarity with IoT devices and operational technologies (smart locks, HVAC systems, POS/PMS interfaces, digital signage) a plus
Microsoft 365 Certified: Administrator Expert (preferred), or equivalent experience performing Microsoft 365 tenant-level/global admin tasks
Relevant Microsoft certifications (such as Modern Desktop Administrator Associate, Identity and Access Administrator Associate) are a plus
CompTIA or other industry-recognized IT certifications are beneficial, but not required

Responsibilities

Serve as a first point of contact for technology support issues from internal users and field teams
Open, track, and manage support tickets in partnership with third-party IT vendors, providing timely updates and communication to stakeholders
Ensure issue resolution meets company standards and user needs, escalating complex or unresolved matters as necessary
Provide basic troubleshooting and triage support before escalation to third-party providers
Collaborate directly with third-party support providers for hardware, software, endpoint, network, and IoT device issues
Coordinate device installations, replacements, upgrades, and routine maintenance coverage with external vendors
Monitor active service agreements, licensing renewals, and vendor compliance with support SLAs
Facilitate communication between vendors and internal teams to ensure smooth resolution of technical issues
Maintain oversight of device security, compliance routines, and risk processes in accordance with corporate, brand, and regulatory requirements
Hold vendors accountable for secure configuration practices, routine audits, and remediation of compliance gaps
Participate in periodic reviews, reporting, and documentation of compliance status
Support internal data governance initiatives by coordinating with third-party providers and documenting processes
Assist with user account administration in Microsoft 365/Office 365, Azure Active Directory (Entra ID), and endpoint management platforms
Support basic troubleshooting of system access, permissions, password resets, and endpoint security controls
Facilitate routine software patching and upgrades in coordination with vendors
Maintain awareness of network infrastructure basics (TCP/IP, DNS, DHCP, VPN, VLANs) to assist with connectivity troubleshooting
Partner with internal Transitions Team during hotel acquisition, disposition, opening, or brand change projects
Support coordination, documentation, and verification of technology transfer, device migration, account updates, and system compliance tasks
Assist with onboarding and offboarding of systems, users, and devices during organizational changes
Contribute to training and knowledge sharing for teams on systems, tools, and support processes
Maintain clear records of support tickets, system change logs, compliance checks, and transition documentation
Liaise between IT, Operations, vendors, and other teams for cross-functional support needs
Participate in process improvement initiatives and recommend efficiencies in support workflows

Benefits

Comprehensive benefits package including medical, dental, and vision
Life insurance
Pet Insurance
Short and long-term disability
Paid time off and holidays
Tuition assistance
Competitive Compensation with incentives (incentives vary by position)
401K Savings Plan with 50% matching funds
Associate referral program
Brand and company training classes, workshops and conferences for career growth and development (varies by position)
Fundraising matching funds program
Team volunteer opportunities
24/7 chaplain services
Exclusive hotel rate discounts