IT Help Desk Technician

Job DetailsJob Location: ICONA Management LLC - Wildwood Crest, NJ 08260Job 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.  Essential Functions  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Serve as the first point of contact for IT support requests from hotel staff via phone, email, and ticketing system  Troubleshoot and resolve issues related to workstations, laptops, printers, POS terminals, and mobile devices  Provide basic support for property management systems (PMS), point-of-sale (POS) systems, and other hotel operations software  Set up and configure new hardware, software, and user accounts (onboarding/offboarding support)  Escalate complex issues to Tier 2/3 IT staff or vendors as needed, following up to ensure resolution  Maintain accurate records of support tickets, resolutions, and recurring issues  Assist with basic network troubleshooting (Wi-Fi connectivity, cabling checks, guest internet issues)  Help maintain IT asset inventory (equipment, licenses, warranties)  Follow IT security protocols and help reinforce best practices among hotel staff  Contribute to documentation of common issues and step-by-step troubleshooting guides  After hours on call for properties on a rotational basis.  Other duties as assigned.  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. QualificationsRequired Education and Experience  High school diploma or equivalent  Up to 1 year of IT support experience (internships, coursework, or certifications welcome)  Basic understanding of Windows OS; familiarity with Mac OS a plus  Strong customer service and communication skills  Ability to explain technical issues to non-technical staff clearly and patiently  Willingness to travel between properties as needed  Valid driver's license  Additional Eligibility Qualifications  Maintain confidentiality of all sensitive information.  Excellent guest and vendor service skills.  Upholding the ICONA Aloha culture.  Other Duties  Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.