IT Specialist

The Joule -posted 4 months ago
Dallas, TX
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Highgate Hotels is seeking an IT Support Specialist to provide advanced technical support and resolution for the IT support team via remote control, telephone, and desk-side support. The role involves managing requests through a ticketing system, contributing to the technical knowledge base, and collaborating with department managers to support various projects and operational needs.

  • Provide timely, courteous, and efficient customer service to internal and external users via telephone, remote control, and desk-side support.
  • Track work in Incident Management software and contribute to technical knowledge base, documentation, and user training.
  • Maintain IT support processes in compliance with Sarbanes-Oxley, PCI, and data privacy regulations.
  • Perform installation of new computer systems, peripherals, software, and network equipment.
  • Advanced troubleshooting of systems, software, and networks including endpoints/servers, operating systems, standard and hospitality specific software, VOIP phone service, and networking connectivity/equipment.
  • Comply with standards of service established by IT to ensure quality customer service.
  • Be available to work outside of an established schedule as needed to meet critical deadlines.
  • Actively participate in special projects as assigned.
  • Practice safe work habits.
  • Perform other duties as requested by leadership.
  • At least 2 years of progressive experience in an MIS system or related field.
  • Excellent interpersonal and technical support skills.
  • Excellent organizational skills and attention to detail.
  • Strong analytical and problem-solving skills.
  • Thorough understanding of information technology, microcomputer hardware and software and networking principles.
  • Experience in a hotel or related industry.
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