IT Support Technician

Contribute general knowledge and skill in technology to provide second-level escalated support and break- fix (repairs installations maintenance of all property & above property-based systems) for multiple units. Generally work under supervision and within well-established guidelines to complete routine tasks. Has knowledge of technology equipment/processes and Marriott proprietary technologies. Is responsible for following Marriott guidelines in the form of ISMs and SOPs.

Follow all company policies and procedures report accidents injuries and unsafe work conditions to manager. Maintain confidentiality of proprietary information; protect company assets. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Serve as role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop and maintain positive working relationships with others; support team to reach common goals. Ensure adherence to quality expectations/standards; identify recommend develop and implement new ways to increase organizational efficiency productivity quality safety and/or cost-savings. Move lift carry push pull and place objects weighing less than or equal to 50 pounds. Stand sit or walk for extended periods of time. Enter and locate information using computers/ Point of Sale (POS) systems. Move up and down stairs/ramps. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: University or college degree or equivalent work experience.

Related Work Experience: At least 2 years of related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

Work to ensure hotels are in compliance with appropriate Marriott International Policies and Information Security Manuals. Implement solutions as directed to resolve discrepancies.

Provide input to CAPEX to verify technology is replaced on/before end of support life.

Ensure technology assets are secured.

Work with Marriott certified providers.

Maintain IT Checklist and Application Inventory in ServiceNow.

Identify and recommend new ideas technologies or processes to increase organizational efficiency productivity quality safety and/or cost-savings.

Comply with quality assurance expectations and standards.

Assist in Information Technology disaster recovery and business continuity.

Exchange information with other employees using electronic devices (e.g. cell phones email).

Provide assistance to coworkers ensuring they understand their tasks.

Speak to guests and co-workers using clear appropriate and professional language.

Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones voice using the callers name transferring calls to appropriate person/department requesting permission before placing the caller on hold taking and relaying messages and allowing the caller to end the call.

Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding public areas of the property.

Talk with and listen to other employees to effectively exchange information.

Provide escalation support for ServiceNow tickets.

Provide remote escalation support for Marriott approved technology solutions (i.e. mobility devices GPNS) and Identity Center Processes.

Provide escalation and guidance to property pertaining to guest and associate internet access requirements.

Escalate problems as appropriate through direct supervisor IT Field Manager Desktop Support.

Escalate problems as appropriate through direct supervisor CLS IT Field and/or Marriott IT resources

Provide remote application installation and configuration support.

Confirm that technology security (i.e. encryption patch deployment) and technology compliance (i.e. Quarterly ID Audits MAARK1) are implemented.

Advise/consult on IT audits.

Create and manage hardware inventory.

Manage IT-related components of projects.

Provide 3rd party Vendor Management and escalation support.