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 basic to intermediate troubleshooting for property technology, follows user security policies, and delivers IT service desk support to Team Members and other users of property technology. The position supports users by telephone, remotely, and in person; documents Help Desk interactions; prepares equipment for operation; performs scheduled preventive maintenance; and works with contracted vendors when troubleshooting does not resolve an issue. The specialist maintains working knowledge of property network infrastructure and basic i5 operations, inventories technology assets, communicates technology updates and maintenance information, and supports compliance with Gaming, Sarbanes-Oxley, and PCI requirements. The role requires physical presence at the assigned workstation and the ability to work in a busy, sometimes stressful hotel environment. The position involves moving around the property, handling equipment, and exposure to varied environmental conditions, including noise, dust, smoke, chemicals, and pet hair or dander. Virgin Hotels Las Vegas is an Equal Opportunity Employer and celebrates diversity.

Requirements

Have a current, legal, unrestricted ability to work in the United States.
Have knowledge of Help Desk and IT operations, including intermediate knowledge.
Understand PC, POS, and printer hardware and software platforms, as well as i5 hardware and software.
Have good technical and communication skills, typically acquired through six months to one year of experience in a computer operator or technical support position.
Have expert technical and communication skills and an A+ certification or equivalent job experience; the posting associates these skills with two years of experience in a computer operator or technical support position.
Communicate and assimilate information in English with users, management staff, and vendors.
Have strong customer relations, communication, presentation, and organizational skills.
Collaborate across departments, build effective working relationships, and resolve potential conflicts.
Use initiative, think on one's feet, anticipate needs, and solve problems creatively.
Adapt to changing direction and work on multiple project aspects at once.
Demonstrate leadership behavior consistent with Virgin Hotels Core Values: fun, innovative, original, personable, and committed to high-quality customer service.
Work independently or with a team as circumstances require; be adaptable, self-motivated, tenacious, and receptive to constructive feedback.
Use a computer keyboard and review and comprehend necessary documentation.
Work in an environment with varying sound, temperature, smoke, and vibration; handle potential exposure to cleaning chemicals, ink, other chemicals, paper dust, noise, cigarette smoke, and pet hair or dander.
Lift up to 40 pounds and move up to 50 pounds.
Withstand prolonged standing, stretching, climbing, bending, and kneeling without restriction.
Work indoors and move effectively around the property.
Maintain physical stamina and a constructive mental attitude while working under pressure, meeting deadlines, and dealing with guests, management, Team Members, and outside contacts.

Nice To Haves

Experience with Agilysys LMS, Infogenesis, and Stratton Warren is preferred.

Responsibilities

Provide telephone, remote, or in-person IT service and support to Team Members and other property technology users.
Record Help Desk interactions according to IT procedures.
Resolve basic to intermediate technology problems.
Set up and prepare technological equipment for operation in accordance with IT policies and user needs.
Troubleshoot hardware and software across systems and seek contracted vendor assistance when problems persist.
Perform scheduled preventive maintenance on technological equipment.
Communicate with Team Members and other technology users about upgrades, system maintenance, and 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 aware of changes in technology.
Perform other necessary or assigned duties.
Be physically present at work, at the assigned workstation, to perform the position's functions.
Observe and direct trainees and maintain required logs.
Diagnose potential problems with peripheral devices and replace them without supervision.
Move between floors as needed and perform inventory checks and inspector or utility duties as needed.