IT Service Desk Technician

IT Service Desk Technician

Vacancy expired!

Stanford Hotels Corporation is looking for a talented individual to join our IT Service Desk team in San Francisco. Your primary goal will be to help our end users with common IT related issues. If you like interacting with people and helping them solve technological challenges, you will feel right at home. You will get to learn about specialized systems used in the hospitality industry, work on new problems every day, and help our hotel associates all around the country from Hawaii to New York.
This position is based out of our corporate headquarters in the financial district of San Francisco. You will be in-person interacting with the corporate IT team on a daily basis. This position is not remote.

Job Duties:

• Alert IT Manager to emerging trends in incidents.
• Assist in software releases and roll-outs and communication to the end users.
• Monitor incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Build rapport and elicit problem details from service desk customers.
• Prioritize and schedule solutions to resolve problems. Escalate problem (when required) to the appropriately experienced technician.
• Procure IT hardware and software through VAR and maintain vendor relationships.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups with end users.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.

Job Requirements:

• College diploma or university degree or 1-2 years equivalent work experience. (Preferred, not required.)
• Certifications in CompTIA A+ and Network+ (Preferred, not required)
• Prior hospitality experience not required
• Experience with desktop and server operating systems, including Windows 8.1, 10, Server 2012/2016.
• Extensive application support experience with Microsoft Office Suite, Adobe Acrobat and Creative Suite.
• Working knowledge of a range of diagnostic utilities, including command line troubleshooting commands.
• Basic knowledge of computer networks and OSI model.
• Familiarity with the fundamental principles of ITIL, understanding of Service Level Agreement, Service Desk terminologies and Inventory (Asset Management).
• Knowledge in Printer support, both Hardware and Software.
• Ability to re-image computer from stock manufacturer OS image or custom.
• Micros or other Point Of Sale System experience appreciated, not required.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong documentation skills.
• Fluent English.
• 40-hour on-site work week.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Stanford Hotels Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need accommodation for any part of the application process because of a medical condition or disability, please call or email to let us know the nature of your request.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.