IT Analyst

Overview

The IT Analyst is responsible for the ongoing support of Crestline Hotels & Resorts’ computer users. Responsibilities include, but are not limited to, serving as the first point of contact for users seeking technical assistance, and support related to computer systems, hardware, or software.

The IT Analyst is also responsible for diagnosing and resolving all hardware issues including printing and network access issues. This position may also conduct one-on-one training as needed as well as participating in the introduction of new technologies to the Crestline Hotels & Resorts’ User Community.

Key Duties And Responsibilities

• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Provide technical assistance and support for issues related to computer systems, software, and hardware.
• Respond to queries either over the phone, in person, or email.
• Document internal procedures in knowledgebase articles.
• Maintain daily performance of computer systems.
• Ask educated questions and listen to customers to determine root cause of issues
• Work through the problem-solving process with customers, empowering them to do the same in the future.
• Install, modify, and repair computer hardware and software.
• Clean up computers.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN) and other systems.
• Install computer peripherals for users.
• Follow up with users to ensure issue has been resolved.
• Run reports to determine malfunctions that continue to occur.
• Create, modify, and remove users in Active Directory (AD) with a large Organizational Unit structure.
  
  

Education And Experience

Two years of extensive experience supporting Microsoft Windows operating systems, Microsoft

• Office suite and other office productivity applications.
• Experience in Hospitality systems support is desirable.
• Microsoft Certifications, A+, Net+ Certifications is desirable.
• Ability to diagnose and resolve basic computer/technical issues.
• Proven experience as a Help Desk Technician or other customer service role.
• Must be able to work with a diverse user community often under short deadlines.
• Must possess the ability to relate computer concepts to less knowledgeable customers.
• Experience with electronic mail, remote access, and the support of iPhone and Android devices.
• Exceptional verbal and written communications skills required.
• Must possess the ability to adjust to changing deadlines and priorities.
• Ability to work nights and weekends when required.
  
  

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status.