About this role
JOIN OUR TEAM AND EXPERIENCE ENDLESS CAREER POSSIBILITIES
IF YOU ARE AN EXISTING EMPLOYEE, PLEASE NAVIGATE TO THE INTERNAL JOB POSTING USING THIS LINK: https://wd5.myworkday.com/cowlitz/d/inst/1$9925/9925$5249.htmld
Pledge for Success:
We are dedicated in hiring outstanding individuals who share in our commitment and passion in serving our guests. Ambition, dedication, attention to detail, and a warm smile are all winning characteristics that lead to the spirit of who we are.
Position Summary:
The role of the Technical Services Specialist I is to support the stable operation and perform daily troubleshooting of the ilani in-house support calls relating PC hardware and software, network, and telecommunications.
Primary Duties and Responsibilities:
• Promotes superior guest service. • Maintains, and perpetuates a positive organizational culture according to the principles of the Spirit of Tâlícn and Core Values. • Support the operation of the computer network including software and hardware linking computer systems in various departments and divisions. • Ensures that high quality support and services are provided to team members using network and desktop computers. • Assists team members (by phone or in person) with desktop/computer, peripheral and mobile device problems requiring troubleshooting and problem analysis skills. • Write system documentation and standard Operating Procedures for systems installation, operation, and maintenance to submit to the Technical Service Manager for approval. • Serve on project teams and perform systems analysis for various company-wide hardware and software projects. • Maintain and update the service desk ticket system as issues are reported by team members. • Acts as a technical liaison to assist team members with complex desktop computer hardware and software problems. • Recommends items for purchase. • Develops and utilizes systems/procedures to monitor and maintain the computer network. • Maintains documentation of computing hardware and software, including installations, problems, fixes, and upgrades. • Installs and maintains network components, system and desktop software and hardware. • Installs and/or moves computers from one location to another. • Sets up and tests new computer hardware configurations, performs diagnostics on desktop and network systems, pulls and connects/terminates various data and other communications cables, disassembles and replaces parts as needed. • Performs monthly preventative maintenance. • Aides in inventory management of backstock and supplies. • Troubleshoot issues as they arrive, documenting activity, in detail, within ticketing system. • Works with management, peers, and vendors to design and implement hardware/software solutions, logical models, operational management models, and business continuity plans for systems under management. • Works with management, peers and vendors to provide ongoing monitoring, performance tuning, implementation, and root cause analysis for systems. • Creation and maintenance of troubleshooting and operational documentation for systems. • Authors and peer-reviews documentation. • Provides and receives cross-discipline training in order to ensure maximum availability of systems under management; conducts security awareness training. • Communicates effectively verbally, and in written form. • Carries and responds to off-hours communications device in order to provide 24x7 support for systems under management. • Actively pursues opportunities, as an individual and as part of a group, to improve knowledge, tools, and processes for systems under management. • Maintains confidentiality of sensitive information. • Performs other duties as assigned.
Minimum Qualifications:
• Associate degree in Information Systems, Computer Science, Engineering, Business, or related field, and two (2) years of progressive Information Systems experience in a Client Technologies or IT Customer Service Specialist role – OR – High School Diploma or GED and six (6) years of progressive Information Systems experience in a Client Technologies or IT Customer Service environment. • Must possess excellent interpersonal skills with an ability to foster a supportive and enabling team environment. • Demonstrated advance knowledge of Microsoft operating systems. • Requires weekend, evening work, working different shifts, and flexible hours. • Effective written and oral communications. • Must have exceptional troubleshooting skills. • Must have experience supporting MS Office. • Cisco networking experience and strong familiarity with audio/visual equipment and support highly recommended. • Must be able to walk, stand, reach, and grab for a 10-hour shift. • Must be willing to work in a smoking environment. • Must be willing to adhere to company health and safety measures.
Our shifts are: (Day shift for a brief bit of training and then transition to swing). Sunday - Wednesday 6:00am-4:00pm 4:00pm-2:00am Wednesday - Saturday 6:00am-4:00pm 4:00pm-2:00am
Work Shift: Swing (United States of America)
Knock, knock. Hear that sound? That's opportunity!