IT Support Specialist II

Virgin Hotels•Las Vegas, NV

8d•Onsite

About The Position

The IT Support Specialist II monitors, configures, maintains, installs, and removes Virgin Hotels Las Vegas technology hardware and software. The role provides service desk support to Team Members and other users of property technology, performs basic to intermediate troubleshooting, and follows security policies and applicable Gaming, Sarbanes-Oxley, and PCI requirements. The position requires physical presence at the assigned workstation and may include other duties as assigned. The specialist supports technology users by phone, remotely, or in person; records help desk interactions; prepares equipment for use; performs scheduled preventative maintenance; maintains technology inventories; and communicates about upgrades, maintenance, and other technology matters. The role also requires functional knowledge of property network infrastructure and basic i5 operations. The successful candidate is collaborative, adaptable, customer-focused, and able to communicate effectively with users, management, vendors, and colleagues. The job involves a busy, sometimes stressful hotel environment, physical activity, and exposure to varying environmental conditions, including noise, smoke, dust, chemicals, and pet hair or dander.

Requirements

Current, legal, and unrestricted ability to work in the United States.
Knowledge of Help Desk and IT operations.
Familiarity with PC, POS, and printer hardware and software platforms.
Familiarity with i5 software and understanding of i5 hardware and software.
Good technical and communication skills.
A+ certification or equivalent job experience.
Typically, six months to one year of experience in a computer operator or technical support position for the listed basic skills.
Typically, two years of experience in a computer operator or technical support position for the listed intermediate and expert skills.
Ability to work in environments with varying sound, temperature, smoke, and vibration.
Ability to work with hazards such as cleaning chemicals, ink, other chemicals, and paper dust.
Ability to assimilate information and communicate clearly in English with users, management staff, or vendors.
Ability to observe and direct trainees and maintain required logs.
Ability to review and comprehend necessary documentation.
Ability to use a computer keyboard.
Ability to diagnose potential problems with peripheral devices and replace them without supervision.
Ability to move efficiently between floors as needed.
Ability to lift up to 40 pounds and move up to 50 pounds as needed for inspector and utility duties and inventory checks.
Ability to withstand prolonged standing, stretching, climbing, bending, and kneeling without restriction.
Ability to work indoors and tolerate environmental factors such as CRT fatigue, noise, dust, cigarette smoke, and pet dander or hair.
Ability to work in a fast-paced, busy, somewhat stressful environment; maintain physical stamina and a suitable mental attitude; deal effectively with guests, management, Team Members, and outside contacts; and work under pressure while meeting deadlines.
Excellent customer relations, communication, presentation, and organizational skills.
Ability to collaborate across departments, build working relationships, resolve potential conflicts, and adapt to changing direction and multiple project aspects.
Ability to use initiative, anticipate needs, solve problems, and deliver solutions.
Enthusiasm, self-motivation, integrity, flexibility, and willingness to give and receive constructive feedback.

Nice To Haves

Experience with Agilysys LMS, Infogenesis, and Stratton Warren is preferred.
A+ certification or equivalent job experience.

Responsibilities

Provide telephone, remote, or in-person IT service and support to Team Members and other property technology users.
Record all Help Desk interactions according to IT procedures.
Resolve basic to intermediate technology problems.
Set up and prepare technological equipment for operation according to Information Technology policies and user needs.
Troubleshoot hardware and software across systems and contact contracted vendors when problems persist after troubleshooting.
Perform scheduled preventative maintenance on technological equipment.
Communicate with Team Members and other technology users about upgrades, system maintenance, and technology-related information as directed.
Maintain functional knowledge of property network infrastructure, including IDF locations, wireless configuration, and network topology.
Perform basic i5 operations, including error monitoring, user security, and printing.
Inventory equipment, software, and other property technology.
Maintain compliance with Gaming, Sarbanes-Oxley, and PCI requirements.
Remain cognizant of changes in technology.
Be physically present at work, at the assigned workstation, to perform required functions.
Perform other duties as assigned.