Senior, Level 2 IT Service Desk Technician

Pay Rate: $35.00-$38.50 depending on experience and education.

Stanford Hotels Corporation is currently looking for an IT Service Desk Technician to join our IT Service Desk Team in San Francisco!

Stanford Hotels Corporation is looking for a talented individual tojoinour IT Service 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 thecountry fromHawaiito New York.

WHAT YOULL DO:

• Alert IT leadership to emerging trends in incidents.

• Assist in software releases and roll-outs and communication to the end users.

• Monitorincomingrequeststo 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 andschedulesolutions to resolveproblems. Escalate problem (when required) to the appropriately experienced technician.
• 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 upswith end users.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.

WHAT WE NEED:

• Minimum 3-5 years work experience supporting IT systems and users
• Strong expertise in managing and providing Help Desk support
• Certifications in CompTIA A Security or Network
• Experience with desktop and server operating systems including Windows 10 11 Server 2012 to 2025 Active Directory DNS DHCP and file and print services required
• Extensive application support experience with Microsoft Office Suite Adobe Acrobat and Creative Suite.
• Working knowledge ofa range of diagnostic utilities includingcommand linetroubleshooting commands.
• Experience in maintaining and troubleshooting network infrastructure including firewalls switches VPNs and wireless access points required.
• Familiarity withthe fundamental principles of ITIL understanding of Service Level Agreement Service Desk terminologies and Inventory (Asset Management).
• Knowledge of basic computer hardware including upgrades provisioning of new equipment diagnostics.
• Familiarity with virtual machines and infrastructure using platforms like VMware or Hyper-V is required
• Ability to re-image computer fromstock manufacturer OS image or custom.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills with a focus on rapport-building listening and questioning skills.
• Strong documentation skills.
• FluentEnglish.
• Lifting and transporting of moderately heavy objects such as computers and peripherals.
• College diploma or university degree preferred.
• Prior hospitality experience not required
• Micros or other Point Of Sale System experience appreciated notrequired.
• 40-hour on-site work week during training.

WHAT WE OFFER:

• Medical/Dental/Vision Plans
• Exercise/Gym Discounts
• Weight Mgmt./Healthy Eating Programs
• Nursing Mothers Programs
• Life Insurance / Accidental Death & Dismemberment
• Accident Insurance / Critical Illness Insurance / Hospital Insurance
• Long-Term Disability & -Short-Term Disability
• 401k - with a match!
• Financial Coaching
• Discount Programs - travel & lifestyle / commuter
• Career Development
• Education Assistance
• Team Building Activities (onsite/off-site)
• Employee Assistance Programs
• Mental Health Support Tools
• Holiday pay - 8 days! / Competitive Vacation Time / Sick Pay

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 you need accommodation for any part of the application process because of a medical condition or disability please call or email Rebecca Dawes at to let us know the nature of your request.

Required Experience:

IC