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IT Support Engineer

4 months ago

Dothan, United States LBA Hospitality Full time

LBA Hospitality, a leading hotel management company located in Southeast Alabama, is now recruiting for an IT Support Engineer and would love to have you join our incredible team Benefits include paid holidays, paid time off after 90 days, insurance (medical, dental, life, vision, disability, etc.), 401k with employer match, quarterly BONUS plan, and MORE

Title:IT Support Engineer

Location:LBA Corporate Office

Reports To:CFO/VP of Accounting

FLSASalary: Exempt

Job SummaryThe IT Support Engineer provides first line IT support in person, over the phone, and through remote access to all users within the company. Support includes setup, installation, maintenance, and troubleshooting of hardware and software including Windows PC, mobile devices, and a wide range of printers and scanners.

PREREQUISITES

Company associates have access to guest information and property. As such, character traits of honesty and trustworthiness are essential to this position and must be displayed at all times. Per company policy, potential associates must pass appropriate security clearances.

• Minimum 3 years of experience in an IT support/help desk support capacity

• Information security knowledge and practical experience to include incident responses

SUMMARY OF ESSENTIAL JOB FUNCTIONS

• Must be able to push or pull 60 pounds unassisted and lift and/or carry 60 pounds unassisted.

• Must be able to speak and read English, the ability to communicate in another language may be helpful.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Knowledge:

• Thorough knowledge of LAN/WAN technologies and protocols.

• Knowledge of pricing, ordering, and configuring new equipment.

• Knowledge of basic operation of Windows, Android, and iOS devices.

• Working knowledge of IPv4 networking.

Skills:

• Effective communication skills, written and verbal.

• Malware cleanup of Windows devices.

• Strong problem-solving skills.

• Time management skills - monitoring workload and prioritizing requests.

Abilities:

• Ability to verbally walkthrough set up of and/or troubleshoot Windows, Android, and iOS devices with users.

• Ability to translate technical language into lay terminology when needed.

• Ability to read and interpret technical documents and diagrams.

• Ability to adapt to changing technology.

• Ability to identify phishing attempts and similar threats.

SPECIFIC RESPONSIBILITIES

1.Analyze and resolve problems in accordance with service level agreements, escalating when necessary.

2.Provide troubleshooting and configuring support for client desktop and networking environment.

3.Set up and manage account for new users in Office 365 and other systems.

4.Train Staff on installed hardware and software systems, updates, and policies/procedures related to systems and security.

5.Ensure security software is kept up to date.

6.Perform root-cause analysis, doing what is necessary to prevent problems from recurring.

7.Interact via telephone, e-mail, and in-person with associates to perform diagnostics and resolve technical problems.

8.Assess, prioritize, and respond to service issues/requests in a timely manner.

9.Log and track service calls.

10.Document procedures, corrective actions and update knowledge base system.

11.Stay up-to-date with both technical and interpersonal training to ensure sharp knowledge and skill set.

12.Provide efficient tracking of IT Inventory.

13.Accurately identify false positives in Exchange global quarantine.

14.Troubleshoot all necessary 3rd party operating systems.

15.Technical phone support for company system; on-site, phone and email.

16.Test new technology.

17.Repair or replace equipment as necessary.

18.Other duties as assigned

WORKING CONDITIONS/SPECIAL REQUIREMENTS

• Indoors

• Sitting for long periods of time.

• May be required to work occasional weekends or holidays as needed.

• Overnight travel to hotels in need of assistance may be occasionally required.

POSITIONS FOR POSSIBLE ADVANCEMENT

• Director of Information Technology