Information Technology - IT Tech (Albuquerque based)

Heritage Hotels & Resorts Corporate Office-posted about 2 months ago
$18 - $20/Yr
Full-time • Entry Level
Albuquerque, NM
251-500 employees
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WORK, PLAY & ENJOY LIFE WITH HERITAGEWe offer a work environment that is focused on the employee experience, extremely flexible work schedules and benefits that are unmatched in the industry; including generous discounts on hotel room rates and food at all of our restaurants in the portfolio across the state of New Mexico! Full-time Hourly Position range starting at $18-$20 an hour DOE + benefits.Located in Albuquerque, NM. Position Purpose: The IT Tech ensures smooth operation of technology systems across Heritage properties, supporting hardware, software, and networks, providing technical support, managing user access, and ensuring data security.

  • Deliver exceptional support to internal users, quickly resolving technical issues to ensure full operational functionality.
  • Address hardware, software, and network problems to minimize downtime across departments.
  • Maximize the use of Freshservice ITSM for tracking and managing tickets, problems, changes, and assets effectively.
  • Ensure the highest quality of support by focusing on key KPIs such as Time to First Meaningful Response, Customer Satisfaction, Most Helpful Team Member, and solving the root cause of problems, not just the ticket.
  • Manage user onboarding, offboarding, and access controls using Google Workspace, ensuring operational efficiency and adherence to IT governance policies.
  • Implement security measures to protect data and ensure system integrity.
  • Provide customer service and technical support for mobile, desktop, and laptop devices.
  • Educate users on best practices, improving proficiency and reducing recurring issues.
  • Install and maintain Windows, Google Chromebooks, and ChromeOS devices.
  • Ensure hardware and software performance through regular updates and troubleshooting.
  • Address POS, PMS, and guest room tech issues, escalating when necessary.
  • Lead IT projects, including system upgrades and technology implementations.
  • Collaborate with vendors to integrate new software, services, and technology enhancements.
  • Oversee agent-based detection software to monitor threats.
  • Respond to security alerts with the SOC and resolve vulnerabilities.
  • Implement cybersecurity best practices, conduct security audits, and train users on data protection and safe browsing.
  • Manage IT support channels (calls, emails, alerts) while maintaining accurate documentation for troubleshooting and repairs.
  • Update IT documentation and ticketing systems across properties.
  • Work as part of a collaborative IT team, supporting employees on-site and remotely to maintain high service standards.
  • Flexibility: Ability to work flexible hours, including weekends, holidays, and late nights and some overnight stays on property. When overnight stays are required, rooms and food are provided. Must be willing to travel and use personal vehicle for transporting equipment and service IT needs. Fuel compensation will be provided.
  • Physical Requirements: Able to lift/carry up to 50 pounds and work on your feet or sit for extended periods.
  • Time: 60% at HQ 35% properties within city 5% travel across statewide properties
  • Strong Communication Skills: Excellent verbal and written communication focused on customer support.
  • Technical Expertise: Proficiency in managing Windows, Google Chromebook/ChromeOS, and Google Workspace.
  • Experience: 2-3 years of IT operations experience.
  • Problem-Solving Skills: Ability to diagnose and troubleshoot complex hardware and software issues.
  • Medical, Dental, Vision, Life, Short-Term Disability, Accident, Critical Illness & Pet Insurance!
  • 401k Matching!
  • Free employee parking!
  • Generous discounts on hotel room rates, spa, and food at all of our restaurants in the portfolio across the wonderful state of New Mexico!
  • Growth & Development Opportunities amongst the entire company!
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