Current jobs related to Information Technology Support Specialist - Fairfield - Hotels at Home

IT Support SpecialistAbout Hotels at HomeHotels at Home has over 20 years of experience bringing the luxury hotel experience directly to guests' homes. We partner with the world's leading hotel brands—including Marriott, Hilton, and Accor—as well as celebrity brands like Love01 (John Legend) to deliver premium bedding, linens, and amenities that recreate the comfort and quality of a five-star hotel stay.As a global e-commerce and logistics company, we manage complex multi-brand operations across the US, Canada, Europe, and Asia, serving millions of customers who want to bring that hotel feeling home. Our entrepreneurial culture combines agility and innovation with sophisticated technology and operations that rival the largest e-commerce companies.Role OverviewJoin our IT team as an IT Support Specialist, providing hands-on technical support for employees across US and European operations. You'll be the front-line technology expert ensuring reliable access to systems, devices, and networks.This role is perfect for a technical problem-solver who enjoys working directly with users and troubleshooting diverse technology challenges. You'll handle user onboarding, device configuration, network troubleshooting, and security compliance with Microsoft 365, corporate network infrastructure, and endpoint security tools.This is an excellent opportunity to develop expertise across networking, security, and device management, with clear growth potential to senior technical roles or IT leadership.AI-First OrganizationWe're a world-class tech team leading the use of AI to build internal tooling and drive operational excellence. We expect our IT team members to be passionate about AI experimentation, actively using AI tools to innovate in their work and side projects—far beyond simple tasks. You'll collaborate with a technically sophisticated Engineering and Automations team that embraces AI as a core competitive advantage.Goals & ResponsibilitiesEnd-User Technical SupportProvide technical support for employees across US and European operationsRespond to support requests via ticketing system with timely resolutionTroubleshoot hardware, software, network, and application issues for Windows and macOSAssist users with Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive)Document support interactions and create knowledge base articlesDevice Management & ConfigurationConfigure and deploy laptops, desktops, mobile devices, and peripheralsManage device lifecycle including setup, security configuration, and decommissioningEnsure devices comply with security policies including encryption and antivirusManage device inventory tracking assignments, warranties, and replacementsCoordinate device repairs and vendor supportAccount & Access ManagementCreate and manage user accounts in Microsoft 365, Active Directory, and business applicationsConfigure email and collaboration access for new employees during onboardingExecute IT offboarding procedures revoking access and recovering devicesReset passwords, unlock accounts, and manage multi-factor authentication enrollmentMaintain documentation of user access rightsNetwork & Connectivity SupportTroubleshoot network connectivity issues including Wi-Fi, VPN, and wired connectionsAssist remote employees with VPN configurationMonitor network performance and escalate issues to IT ManagerSupport office moves and network infrastructure adjustmentsSecurity & ComplianceEnforce endpoint security policies including antivirus, EDR, and encryptionConduct security awareness training on phishing and data protectionRespond to security incidents including compromised accounts and malwareMonitor security alerts and coordinate remediationIT Projects & ImprovementsSupport IT projects including software rollouts and system upgradesCreate IT documentation including setup guides and troubleshooting proceduresParticipate in on-call rotation for after-hours supportContribute to IT knowledge baseRequired Skills & ExperienceCore Experience2-4 years in IT support, help desk, systems administration, or technical support rolesStrong experience supporting both Windows (PC) and macOS (Mac) environmentsProven track record troubleshooting hardware, software, network, and connectivity issuesExperience with Microsoft 365 administration (user management, Exchange Online, Teams, SharePoint)Familiarity with Active Directory, user account management, and permissionsExperience with ticketing systems and IT service management best practicesStrong customer service skills with ability to communicate technical concepts to non-technical usersSelf-motivated and able to work independently while managing multiple prioritiesPassion for AI: Actively using AI tools (Claude, ChatGPT, etc.) to improve workflows and experiment with innovative technical solutionsProblem-solving mindset: Enjoy diagnosing complex technical issues and finding creative solutionsTechnical KnowledgeWindows 10/11 and macOS operating systems (installation, configuration, troubleshooting)Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint, Office applications)Basic networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, VPN)Endpoint security tools (antivirus, EDR, encryption, patch management)Mobile device management (MDM) for smartphones and tabletsHardware troubleshooting for laptops, desktops, printers, and peripheralsSoftware installation, configuration, and licensing managementRemote support tools and techniques for assisting distributed teamsBonus: Scripting or automation experience (PowerShell, Python, Bash) for repetitive tasksBonus: Understanding of cloud platforms (AWS, Azure) or infrastructure conceptsSoft SkillsExcellent written and verbal communication skillsStrong documentation skills for creating clear, concise IT guidesPatience and empathy when working with users of varying technical skill levelsAbility to prioritize and manage multiple support requests efficientlyTeam player who collaborates well with IT leadership and cross-functional teamsWillingness to learn new technologies and adapt to changing business needsAttention to detail ensuring accurate configuration and documentationGrowth & Impact OpportunitiesExceptional performers will have opportunities to:Advance to senior technical roles including Senior IT Support Specialist, Systems Administrator, or Network EngineerSpecialize in technical areas such as cybersecurity, network engineering, or device managementLead IT projects including technology rollouts and infrastructure upgradesMentor junior IT staff as the IT team growsDevelop automation expertise using AI tools and scriptingBuild career path to IT management with progression through technical leadership rolesTechnical StackMicrosoft 365 & End-User ProductivityMicrosoft 365 (Azure AD/Entra ID, Exchange Online, Teams, SharePoint, OneDrive)Proofpoint for email security and threat protectionMicrosoft Intune for device management and mobile device management (MDM)Microsoft Defender for Endpoint for endpoint securityWindows 10/11 and macOS operating systemsOffice 365 applications (Word, Excel, PowerPoint, Outlook)Device Management & SecurityWindows PC and Mac laptop/desktop configurationMobile device management (MDM) for smartphones and tabletsEndpoint detection and response (EDR) solutionsAntivirus and anti-malware platformsFull disk encryption for Windows (BitLocker) and macOS (FileVault)Patch management and software deployment toolsNetwork & ConnectivityCorporate network infrastructure (routers, switches, firewalls, Wi-Fi)VPN solutions for secure remote accessNetwork troubleshooting tools and diagnosticsRemote support tools for end-user assistanceIT Support & OperationsIT ticketing and helpdesk systemsIT asset management and inventory trackingRemote desktop and support toolsBackup and recovery solutions for end-user dataIT knowledge base and documentation platformsCollaboration & Business ApplicationsMonday.com (project tracking and workflow automation)Google Workspace for documentation and collaborationVarious department-specific applications supporting e-commerce operationsBonus ExperienceScripting and automation (PowerShell, Python, Bash) for repetitive tasksBasic understanding of AWS/Azure cloud platformsFamiliarity with DevOps concepts and infrastructure-as-codeTeam CollaborationIT Leadership:Corporate IT Manager for guidance, escalations, and technical mentorshipIT team members (as team grows) for support operations collaborationCross-Functional:All employees across US and Europe for daily technical supportOperations, Marketing, Finance, and Executive teams for technology supportExternal Partners:Hardware and software vendors for technical supportIT service providers for specialized supportInternet service providers for connectivity issuesLocation & Role DetailsLevel: Mid-Level (IT Support Specialist)This role offers an excellent opportunity to build IT support expertise in a sophisticated enterprise environment. You'll work with cutting-edge technology, gain exposure to diverse technical challenges, and develop skills across device management, networking, and security with clear growth paths to senior technical roles or IT leadership.