IT Help Desk Technician

Job Title:

IT Help Desk Technician

Classification:
Salary- Exempt

Reports to:

Director of Information Technology

Job Description

This role supports the IT Help Desk in training, implementation of software, and assists team members in a daily role. All software and hardware support for all ICONA related properties with direction from the Director of IT. This is not a remote position.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Serve as the first point of contact for IT support requests from hotel staff via phone, email, and ticketing system

1. Troubleshoot and resolve issues related to workstations, laptops, printers, POS terminals, and mobile devices

1. Provide basic support for property management systems (PMS), point-of-sale (POS) systems, and other hotel operations software

1. Set up and configure new hardware, software, and user accounts (onboarding/offboarding support)

1. Escalate complex issues to Tier 2/3 IT staff or vendors as needed, following up to ensure resolution

1. Maintain accurate records of support tickets, resolutions, and recurring issues

1. Assist with basic network troubleshooting (Wi-Fi connectivity, cabling checks, guest internet issues)

1. Help maintain IT asset inventory (equipment, licenses, warranties)

1. Follow IT security protocols and help reinforce best practices among hotel staff

1. Contribute to documentation of common issues and step-by-step troubleshooting guides

1. After hours on call for properties on a rotational basis.

1. Other duties as assigned.

1. Weekly attendance to Aloha Culture Meeting

Competencies

• Ethical Conduct

• Confidentiality

• Time Management

• Organization Skills

• Above average Excel skills

• Experience with complex spreadsheet analysis

Supervisory Responsibility
This position has no supervisory responsibilities.

Work Environment
This job operates in a professional hotel and office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position will require inside/outdoor (including beaches) work in all types of weather.

PHYSICAL ENVIROMENTAL DEMANDS:

• Stand- Under 2/3rd of the time

• Walk- Under 2/3rd of the time

• Sit- Over 2/3rd of the time

• Use hands to fingers, handle or feel- Over 2/3rd of the time

• Reach with arms and hands- Over 2/3rd of the time

• Climb or balance- Under 1/3rd of the time

• Stoop, kneel, crouch or crawl- Under 1/3rd of the time

• Talk or hear- Over 2/3rd of the time

• Lift minimum of 5lbs.-35 lbs.- Under 1/3rd of the time

• Adherence to all policy and procedures delineated in the ICONA Handbook

Travel
Some travel is expected for this role.