Service Desk Field Technician

Job Summary

The System Analyst is a skilled and customer-oriented position responsible for providing technical assistance, support, and advice to corporate, hotel and other business units staff using computers and computer peripherals. This position troubleshoots and diagnoses issues reported by staff and systems, gathers data to identify needs of the organization. The information gathered is used to identify, interpret, and evaluate technology requirements. The System Analyst will participate in user training in the best practice use of hardware and software. The System Analyst assists with projects, escalations and training needs.

Primary Responsibilities & Essential Functions

• Serve as the first point of contact for users seeking technical assistance via ITSM, phone, email, and/or chat.
• Diagnose and resolve hardware, software, and network issues in a timely manner.
• Receive, configure, install, and support computer hardware and peripherals in a corporate environment.
• Assist the Systems and Network staff in the roll-out of network, upgrades, patches etc. as required.
• Escalate complex issues to higher-level internal and external support teams or management when necessary.
• Maintain accurate records of issues and solutions in a ticketing system.
• Use diagnostic software, and tools to perform routine maintenance and upgrades on computers, peripherals and network hardware and appliances.
• Responsible for maintaining a clean, safe and hazard-free work environment.
• Ability to assist with AV needs including setting up projectors, laptops, and basic AV needs.
• Performs other duties as assigned.
• Performs scheduled on-call shift rotations.  

Education and Experience

• High School diploma, GED, or equivalent required
• COMPTIA certificate or Associate degree in a computer-related discipline is preferred.
• Strong knowledge of Windows/macOS operating systems and common business applications.
• Familiarity with networking concepts, printers, VOIP, and remote troubleshooting.
• Previous hotel or hospitality experience a plus
• Ability to work in a team.

Knowledge, Skills, Abilities

• Customer support focused
• Knowledge of PC support, Systems support, basic network support
• Independent problem-solving skills
• Time management
• Organizational skills
• Interpersonal communication skills
• Willingness to learn

Physical Demands

• Operates in an office environment and outdoors. Some periods of time may be spent in computer room and communications equipment spaces for installation, testing, and troubleshooting. Some work requires moving and lifting of heavy networking equipment (up to 50lbs).
• Must be able to operate AV equipment; use power tools; work at heights using ladders; and drive a motor vehicle. Ability to make hardware connections overhead or under desks.

Working Conditions

• Office-based or hybrid work environment
• On-Call rotation for after-hours assistance