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Associated Luxury Hotels International Technology Support Specialist in United States

Technology Support Specialist

Open Locality in the US

Position Summary

The Technology Support Specialist will be responsible for overseeing ALHI s technology infrastructure, which includes all laptops or other company owned devices, all technology vendors, such as Microsoft, Salesforce and Sprint, and working with our third party desktop support vendor, manage all end user support issues. The Technology Support Specialist will also be a key person in understanding, documenting and mitigating ALHI s technology risk environment. Finally, the role will be involved in projects based upon availability and skill set to support other parts of the organization such as Marketing and Sales where technology resources are required.

The role will work directly with all ALHI end users to resolve their issues in a timely manner and will report to the Chief Financial Officer. The position can be physically based in any location, however travel will be required as part of getting up to speed in the role as well as for period site or end user visits.

Qualification Requirements

Skills

The Technology Support Specialist must be self-motivated with an outstanding work ethic. The ideal candidate is driven and passionate about all facets of desktop technology, plus have experience supporting a diverse group of desktop platforms and users. This individual will also demonstrate exceptional attention to detail, strong project management skills, and the ability to think at a high level about the organization s technology needs.

The successful candidate will have excellent demonstrated judgment and diplomacy in working with diverse groups to address complex issues, have strong interpersonal skills, and be a problem solver who can make clear-headed decisions while under pressure. The ideal candidate is also business minded, a strategic planner, self-motivated and self-sufficient, have excellent oral and written communication, and be a results-driven thinker.

Experience

Minimum of 5 years of IT experience is required

Associates Degree in related field preferred

At least 3 year of technology support or customer service experience

IT related certifications desirable

IT Helpdesk experience highly preferable

Knowledge of computer networking, hardware & software configuration and installation

Ability to travel if needed

Strong proficiency in the setup and administration of Windows desktop operating systems

Proficiency with Microsoft Exchange, Word, Excel, Outlook, PowerPoint required

Must be adept and passionate about learning new technologies and services

Duties and Responsibilities (included but not limited to):

Manage 1st level support help desk vendor

Install and configure computer related hardware and software

Maintain, implement, analyze, troubleshoot computer/server/network related problems

Setup and configure end user desk phones and speed dial configurations

Administer and troubleshoot company copiers and end user printers on network

Provide estimates and recommendations for business technology needs including but not limited to computers, phones, printers and copiers

Setup new user computers, hardware, phones and email addresses

Serve as second point of contact for technology service requests submitted to the helpdesk

Document and prioritize service requests

Ensure all end user operating systems and hardware drivers are up to date

Manage end user equipment inventory and update documentation of device inventory

Participate in special projects as required and must be able to travel when needed

Reclaim, reimage and store unused gear and/or wipe and dispose of.

Assist users in restoring lost documents

Support non PC devices. (iPads or phones)

Create and maintain documentation for service desk

how to install a printer (for the helpdesk team)

drive mappings

SalesForce Plug ins

Create and maintain networking documentation (Paths, contact info for owners, credentials, circuit IDS)

Third Level Email Support (dealing with large PSTs that require user coaching)

Migrate data to New PCs

ALHI user contacts

Documents, Favorites

Downloaded files, Desktops

Internet settings (Chrome, Firefox, Edge, IE)

Outlook settings (signatures, plugins (ex. Salesforce)

archived email (ex. PST files))

drive mappings, printer

OneDrive (any other sync program)

Soft phone (if needed)

other programs (Dropbox)

Vendor Management

Monthly review of cases with an eye towards escalation

Monthly review of patching and handle exceptions

Review reports on AV

License Monitoring/Tracking

Email/Domain Whitelist Approval

Company and Finance specific file storage solution

Drive Mapping Accounting and Finance

Laptop Replacements

Email Archive Solution

Update End User systems (patching)

Cisco Email Security (CES)

Remote Printer management and assistance.

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