Stanford Hotels Corporation is currently looking for an entry-level IT Service Desk Technician to join our IT Service Desk Team in Charlotte, NC!

Stanford Hotels Corporation is looking for a talented individual to join our IT Service Desk team. Your primary goal will be to help our end users with common IT related issues. If you like interacting with people and helping them solve technological challenges, you will feel right at home. You will get to learn about specialized systems used in the hospitality industry, work on new problems every day, and help our hotel associates all around the country from Hawaii to New York.

WHAT YOU'LL DO:

• Alert IT Manager to emerging trends in incidents.

• Assist in software releases and roll-outs and communication to the end users.

• Monitor incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.

• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Build rapport and elicit problem details from service desk customers.
• Prioritize and schedule solutions to resolve problems. Escalate problem (when required) to the appropriately experienced technician.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups with end users.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.

WHAT WE NEED:

• College diploma or university degree or 1-2 years equivalent work experience. (Preferred, not required.)
• Certifications in CompTIA A+ and Network+ (Preferred, not required)
• Prior hospitality experience not required
• Experience with desktop and server operating systems, including Windows 8.1, 10, Server 2012/2016.
• Extensive application support experience with Microsoft Office Suite, Adobe Acrobat and Creative Suite.
• Working knowledge of a range of diagnostic utilities, including command line troubleshooting commands.
• Basic knowledge of computer networks and OSI model.
• Familiarity with the fundamental principles of ITIL, understanding of Service Level Agreement, Service Desk terminologies and Inventory (Asset Management).
• Knowledge of basic computer hardware, including upgrades, provisioning of new equipment, diagnostics.
• Knowledge in Printer support, both Hardware and Software.
• Ability to re-image computer from stock manufacturer OS image or custom.
• Micros or other Point Of Sale System experience appreciated, not required.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong documentation skills.
• Fluent English.
• 40-hour on-site work week during training, with flexibility for hybrid work once settled.
• Flexibility to work PST (Pacific Standard Time) shifts if needed.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

WHAT WE OFFER:

• Medical/Dental/Vision Plans
• Exercise/Gym Discounts
• Weight Mgmt./Healthy Eating Programs
• Nursing Mothers Programs
• Life Insurance / Accidental Death & Dismemberment
• Accident Insurance / Critical Illness Insurance / Hospital Insurance
• Long-Term Disability & -Short-Term Disability
• 401k - with a match!
• Financial Coaching
• Discount Programs - travel & lifestyle / commuter
• Career Development
• Education Assistance
• Team Building Activities (onsite/off-site)
• Employee Assistance Programs
• Mental Health Support Tools
• Holiday pay - 8 days! / Competitive Vacation Time / Sick Pay

Stanford Hotels Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need accommodation for any part of the application process because of a medical condition or disability, please call 415-266-9821 or email Rebecca Dawes at rdawes@stanfordhotels.com to let us know the nature of your request.