IT Shared Services Technician

Ascent Hospitality Management•Sandy Springs, GA

1d•Hybrid

About The Position

The IT Shared Services Technician provides first-level technical support to enterprise users and retail store support on various technical issues and problems relating to hardware, software, and peripherals. This role is responsible for responding to, documenting, and resolving service tickets in a timely manner according to SLA. The IT Shared Services Technician must have excellent problem-solving skills to diagnose, evaluate, and resolve complex issues and escalate to higher-level IT support if necessary.

Requirements

Associate’s degree in information technology, Computer Science, or related field, or equivalent work experience.
At least 1-2 years of experience in a technical support role or similar position.
Proficiency in Windows and macOS operating systems.
Knowledge of network and server management.
Familiarity with ITSM software (e.g., ServiceNow, Jira Service Desk).
Basic understanding of cybersecurity principles and practices
Experience with remote desktop applications and help desk software.
Strong problem-solving and analytical skills.
Excellent verbal and written communication skills.
Ability to work independently and as part of a team.
Strong organizational and time management skills.
Ability to handle multiple tasks and prioritize effectively.

Nice To Haves

Toast POS system and software support experience a plus
CrunchTime software support experience a plus

Responsibilities

Assists in IT support project work across both retail and enterprise sides of the business.
Provides support for Toast POS systems and CrunchTime BOH systems.
Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution.
Diagnose and resolve technical hardware and software issues involving PCs, laptops, printers, and other peripherals.
Assist with onboarding new employees, including setting up hardware, software, and access to company systems.
Assist with retail technology support, including POS hardware and POS application support, new store setup, closures, and credit card processing and hardware.
Escalate unresolved issues to the next level of support as per the defined escalation process.
Create and update technical documentation and knowledge base articles for both end users, retail store operations, and IT staff.
Install, configure, and update software applications and operating systems as needed.
Assist in maintaining IT security policies and procedures, including user access controls.
Maintain and manage IT hardware and software inventory.
Provide excellent customer service and communication to end users to ensure high levels of user satisfaction.