IT Support Specialist

Hersha Hospitality Management LP•Philadelphia, PA

15d

About The Position

Opportunity: IT Support Specialist Provide technical support via remote control, telephone, and desk-side support. Manage incoming technical issues and service requests via our ticketing system, contribute to technical knowledge base, and work with department managers to support projects and operational needs. Your Growth Path IT Support Analyst - IT Senior Support Analyst - IT Support Manager Your Focus Provide timely, courteous, and efficient customer service to internal and external users via telephone, remote control, and desk-side support. Track issues and requests in helpdesk software and communicate system issues to department managers. Perform installation of new computer systems, peripherals, software, and network equipment. 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. Able to participate in 24/7 manager on duty emergency technical support program. Follow sustainability guidelines and practices related to HHM’s EarthView program. Practice safe work habits. Perform other duties as requested by management.

Requirements

Associate’s degree or equivalent experience.
1+ years professional or intern IT experience.
A positive attitude and eagerness to learn.
Strong technical skills in troubleshooting networks, systems, and software issues.
Self-directed with superior customer service skills.
Able to prioritize and resolve issues based on severity and necessity.
Able to expertly manage and prioritize multiple technical issues and projects simultaneously.
Critical thinking and problem resolution skills with the ability to contribute to continuous process improvement and refinement.

Responsibilities

Provide technical support via remote control, telephone, and desk-side support.
Manage incoming technical issues and service requests via our ticketing system
Contribute to technical knowledge base
Work with department managers to support 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 issues and requests in helpdesk software and communicate system issues to department managers.
Perform installation of new computer systems, peripherals, software, and network equipment.
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.
Able to participate in 24/7 manager on duty emergency technical support program.
Follow sustainability guidelines and practices related to HHM’s EarthView program.
Practice safe work habits.
Perform other duties as requested by management.