IT Support Specialist II

Job Title: IT Support Specialist II

Reunion Tower Operations Company, LLC is seeking an experienced IT Support Specialist II to join our team. As an IT Support Specialist II, you will be responsible for providing advanced technical support to resolve hardware and software issues via phone and in-person assistance.

Key Responsibilities:

• Provide advanced technical support to resolve hardware and software issues via phone and in-person assistance.
• Independently build, configure, troubleshoot, and perform preventive maintenance on IT systems and computer hardware, including stand-alone and networked PCs.
• Collaborate with Corporate IT to escalate complex issues and troubleshoot difficult problems.
• Coordinate with Corporate IT on the installation, maintenance, and support of all technology equipment at Reunion Tower, including lighting and exterior ball technology.
• Serve as an extension of the Corporate IT help desk for onsite troubleshooting, maintenance, and deployments.
• Provide daily technical support for company laptops and desktop systems.
• Troubleshoot and deploy printers as needed.
• Address user support requests through the IT Helpdesk ticketing system.
• Respond to phone calls, tickets, and email support requests.
• Document and track all support activities within the helpdesk system.
• Maintain and update troubleshooting guides and the team knowledge base.
• Create and document procedures, standards, best practices, configurations, installation steps, and rollback instructions.
• Stay informed about network servers and cabling standards.
• Manage the server room's organization and maintenance, ensuring all equipment operates efficiently.
• Oversee digital signage at Reunion Tower, assisting the Marketing department with content uploads and updates.
• Maintain audiovisual equipment, including the LED wall, photo technology, GeO-Deck inner wall, and other technology installations.
• Demonstrate in-depth knowledge of computer systems, operating systems, and hospitality-related software.
• Provide LAN support, including network setup, configuration, and troubleshooting. Ensure smooth network connectivity and performance for all users.
• Communicate effectively in both written and verbal forms while maintaining strong working relationships.

Requirements:

• 5+ years of experience providing technical support in an IT solutions role.
• Expertise in computer systems and IT-related software.
• Experience with computer hardware installation, configuration, and repair.
• Knowledge of network servers and cabling standards.
• Basic knowledge of Active Directory, group policies, Office 365, and Google G-Suite.
• Intermediate knowledge of HTML coding, Search Engine Optimization (SEO) for web optimization, Google Analytics, and e-commerce technologies.
• POS administrator experience is a plus.

Managerial Skills and Qualifications:

• Proficiency in English language, sales and marketing, guest service, and administration and management.
• Strong active listening, critical thinking, and persuasion skills.
• Excellent social perceptiveness and speaking skills.
• Strong judgment and decision-making abilities.
• Ability to manage personnel resources and demonstrate time management.
• Exceptional grooming and presentation in line with hospitality industry standards.
• Flexible schedule to accommodate events, promotions, and the dynamic demands of the hospitality industry, including days, evenings, holidays, and weekends.
• College degree preferred.
• Superior oral, written, and interpersonal communication skills.
• Analytical and process-focused mindset.

Specific Job Knowledge, Skills, and Abilities:

• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Administration - Computer proficiency with a working knowledge of various software programs including but not limited to: MS Office Suite, Concur, SkillSoft, RocketRez. Organization and time management, with the ability to maintain and follow a calendar; respond to invitations in a timely manner and avoid scheduling conflicts. File/electronic record management. Maintain accurate and up-to-date SOP handbook for your position.
• Coordination - Adjusting actions in relation to others' actions.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Fluency of Ideas - The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).
• Grooming - All employees must maintain a neat, clean and well-groomed appearance per Reunion Tower Operating standards.
• Guest Service - Knowledge of principles and processes for providing guest and personal services. This includes guest needs assessment, meeting quality standards for services, and evaluation of guest satisfaction.
• Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• Management of Personnel Resources - Motivating, developing, and directing people as they work, identifying the best people for the job.
• Mathematics - knowledge and practice of mathematics to perform basic accounting functions, reporting and analysis.
• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Operations Analysis - Analyzing needs and product requirements to create a design
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
• Originality - The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem.
• Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Sales - Knowledge of principles and methods for showing, promoting, and selling products or services.
• Service Orientation - Actively looking for ways to help people.
• Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
• Speaking - Talking to others to convey information effectively.
• Speech Clarity - The ability to speak clearly so others can understand you.
• Speech Recognition - The ability to identify and understand the speech of another person.
• Technical Competency - The ability to identify how you can use systems and technology to improve ways of working. In-depth knowledge of equipment and programs in order to operate various computer systems. Provide technical training.
• Time Management - Managing one's own time and the time of others.
• Written Comprehension - The ability to read and understand information and ideas presented in writing.
• Written Expression - The ability to communicate information and ideas in writing so others will understand.

Physical Demands:

• Stooping: Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles.
• Kneeling: Bending legs at knee to come to a rest on knee or knees.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Standing: Remaining upright on the feet, particularly for sustained periods of time.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
• Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
• Pulling: Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.
• Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to-position.
• Finger Dexterity: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling.
• Grasping: Applying pressure to an object with the fingers and palm.
• Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.
• Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.
• Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
• The worker is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned.
• The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.

Licenses or Certificates:

• Texas Alcoholic Beverage Certification (TABC) preferred, must possess the ability to obtain if provided by company.
• Tower Master certification, must possess the ability to obtain if provided by company.
• CPR Certified preferred, must possess the ability to obtain if provided by the company.
• Valid driver's license.

The Company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristic. The EEO is the Law poster is available here: http://www1.eeoc.gov/employers/poster.cfm

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