IT Operations Support Technician

What Makes a McKibbon IT Operations Support Technician?

The IT Operations Support Technician is a key team member supporting McKibbon Hospitality's growing network of technology and operational systems. This role primarily coordinates between internal users, field teams, and third-party vendors to ensure reliable support and compliance across device hardware, software, network, and smart technologies. The technician will manage day-to-day user support issues, facilitate ticketing and escalation with third-party IT support providers, provide routine updates to stakeholders, and oversee compliance standards—including vendor adherence to company policy. The role is collaborative in nature, with a focus on communication, process improvement, and support documentation while embracing the McKibbon Guiding Principles.

Essential Duties and Responsibilities

User and Stakeholder Support

• Serve as a first point of contact for technology support issues from internal users and field teams
• Open, track, and manage support tickets in partnership with third-party IT vendors, providing timely updates and communication to stakeholders
• Ensure issue resolution meets company standards and user needs, escalating complex or unresolved matters as necessary
• Provide basic troubleshooting and triage support before escalation to third-party providers

Vendor Coordination

• Collaborate directly with third-party support providers for hardware, software, endpoint, network, and IoT device issues
• Coordinate device installations, replacements, upgrades, and routine maintenance coverage with external vendors
• Monitor active service agreements, licensing renewals, and vendor compliance with support SLAs
• Facilitate communication between vendors and internal teams to ensure smooth resolution of technical issues

System Oversight and Compliance

• Maintain oversight of device security, compliance routines, and risk processes in accordance with corporate, brand, and regulatory requirements
• Hold vendors accountable for secure configuration practices, routine audits, and remediation of compliance gaps
• Participate in periodic reviews, reporting, and documentation of compliance status
• Support internal data governance initiatives by coordinating with third-party providers and documenting processes

IT Operations Support

• Assist with user account administration in Microsoft 365/Office 365, Azure Active Directory (Entra ID), and endpoint management platforms
• Support basic troubleshooting of system access, permissions, password resets, and endpoint security controls
• Facilitate routine software patching and upgrades in coordination with vendors
• Maintain awareness of network infrastructure basics (TCP/IP, DNS, DHCP, VPN, VLANs) to assist with connectivity troubleshooting

Transition and Project Support

• Partner with internal Transitions Team during hotel acquisition, disposition, opening, or brand change projects
• Support coordination, documentation, and verification of technology transfer, device migration, account updates, and system compliance tasks
• Assist with onboarding and offboarding of systems, users, and devices during organizational changes

Internal Collaboration and Documentation

• Contribute to training and knowledge sharing for teams on systems, tools, and support processes
• Maintain clear records of support tickets, system change logs, compliance checks, and transition documentation
• Liaise between IT, Operations, vendors, and other teams for cross-functional support needs
• Participate in process improvement initiatives and recommend efficiencies in support workflows

Qualifications and Requirements

Education

• High school diploma or GED required
• Associate's degree in Information Technology, Computer Science, or related field preferred
• Relevant technical certifications may be considered in lieu of formal degree

Experience

• 2–4 years of help desk, technical support, or IT systems support experience
• Experience in hospitality, multi-site corporate environment, or field support operations preferred
• Demonstrated experience supporting Microsoft 365/Office 365 tenant administration
• Familiarity with Active Directory, Azure Active Directory (Entra ID), and endpoint management
• Experience coordinating with third-party IT vendors and managing support tickets

Technical Knowledge and Skills

• Working knowledge of Microsoft 365/Office 365 administration (user accounts, licensing, permissions, security settings)
• Understanding of basic network concepts: TCP/IP, DNS, DHCP, VPN, wireless networks, VLANs
• General IT hardware and software troubleshooting (desktops, laptops, mobile devices, printers, peripherals)
• Exposure to Microsoft Azure, AWS, or other cloud platforms preferred
• Knowledge of device security, compliance frameworks, and vendor SLA management strongly desired
• Familiarity with IoT devices and operational technologies (smart locks, HVAC systems, POS/PMS interfaces, digital signage) a plus

Certifications (Preferred but Not Required)

• Microsoft 365 Certified: Administrator Expert (preferred), or equivalent experience performing Microsoft 365 tenant-level/global admin tasks
• Relevant Microsoft certifications (such as Modern Desktop Administrator Associate, Identity and Access Administrator Associate) are a plus
• CompTIA or other industry-recognized IT certifications are beneficial, but not required

Core Competencies

• Strong written and verbal communication skills
• Excellent customer service orientation and stakeholder management
• Ability to manage multiple priorities and work independently
• Detail-oriented with strong documentation and organizational skills
• Collaborative mindset with ability to work across teams and with external vendors
• Problem-solving skills with ability to triage and escalate issues appropriately
• Adaptability and willingness to learn new technologies and processes

Working Conditions

• Primary work location: Corporate office
• Occasional travel to hotel properties or regional locations may be required
• Availability for occasional after-hours support or on-call rotation as needed
• Standard business hours with flexibility based on business needs

Perks & Benefits Beyond the Basics:

We know that hospitality starts from within, and that's why we value the employee experience as much as we value our guests' experience. From our competitive benefits package to our fun-loving spirit, we strive to create an environment that's equal parts work and play. Our people will always be our first investment. We offer benefits and perks based on full or part time employment:

Full Time Associates:

• Comprehensive benefits package including medical, dental, and vision
• Life insurance
• Pet Insurance
• Short and long-term disability
• Paid time off and holidays
• Tuition assistance

Financial & Occupational Wellness: All Associates

• Competitive Compensation with incentives (incentives vary by position)
• 401K Savings Plan with 50% matching funds
• Associate referral program
• Brand and company training classes, workshops and conferences for career growth and development (varies by position)

Personal Wellness: All Associates

• Fundraising matching funds program
• Team volunteer opportunities
• 24/7 chaplain services
• Exclusive hotel rate discounts

Any state specific holiday, vacation or benefit requirements will apply.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, age, disability, pregnancy or maternity, sexual orientation, gender identity, citizenship status, military status, or any other protected characteristic in accordance with applicable federal, state, and local laws.