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Why You’ll Love This Job

As the only Five-Diamond property in New York City’s SoHo neighborhood, the 46-story, 391-room hotel offers guests unsurpassed accommodations and sweeping views of Manhattan and the Hudson River. With paramount service, spacious accommodations, a world-class spa, outdoor pool, three food & beverage venues, and banquet and event space, The Dominick joins only two other premier hotels in New York City in Preferred Hotels & Resorts’ prestigious Legend Collection.

It is the responsibility of the IT Manager to perform problem resolution and record all trouble situations reported to IT, provide basic training to users, and provide first level support on all platforms including, but not limited to, iSeries, PCs, Telephony, Enterprise Networks, Windows, and on all hotel applications.

Job Duties and Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Respond to Guest requests to ensure customer satisfaction.
Support, monitoring maintenance for all desk top computers, servers, tablets, etc.
Respond to assigned calls and ensure that all client/user support calls and service requests are handled or escalated in a timely manner.
Assisting users with desktop, server, point of sale, business management programs, network or software troubleshooting, updating required software, firmware or applications, as assigned.
Answering or escalating customer questions, instructing customers in the operations and maintenance of systems/equipment.
Updating tickets and assignments according to established procedures.
Assist with issue resolution, software application errors, printer issues, shared resource access, running and terminating infrastructure cabling, hardware / software configuring and installations, performing maintenance related to any needed hardware and software, performing basic network and desktop installations, providing on-site field support to customers for repairs or upgrades, and other duties as assigned.
Assist with maintaining documentation for all platforms.
Perform tasks at the direction of department management.
Monitor system performance and report issues as necessary.
Assist department management with department-driven or property-driven projects, as assigned by IT management.
Assist with maintaining property technical asset inventory.
Other duties as assigned.

Qualifications

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform the duties and responsibilities satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.

Knowledge of computer system installation, troubleshooting, problem determination, and operations techniques.
Knowledge of Policy and Procedure methodologies.
Knowledge of computer system installation, troubleshooting, problem determination, and restoration techniques.
Knowledge of networking technologies, electronic hardware and software, real-time systems, and mission-critical systems.
Excellent customer service skills.
Must be well organized and detail oriented and be able to perform many tasks at one time.
Available to work in a 24 hour, 7 day a week environment.

EDUCATION and/or EXPERIENCE:

High School Diploma and minimum of 2 years of related Information Technologies certification/practical experience. Bachelor’s degree in Managed Information Systems or Computer Science preferred. Background/experience in technical computer support environment preferred.
Previously experience in luxury hotels and/or resorts.
Language Skills:

Ability to read and understand all policies and procedures.
Must be able to communicate effectively with guests, employees, and members of management in English, specific to position duties and responsibilities.
Must be able to complete standard forms and reports.

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Type: Full Time (Salaried)
Job ID: 90325