IT Help Desk Technician

Icona Management LLC; Wildwood Gables (NJ); On-site; USD 45,000 - 60,000; Full time

Job summary

Icona Management LLC is seeking an IT Help Desk Technician to support hotel staff with IT needs across ICONA properties. The role includes onboarding/offboarding, software/hardware setup, and basic device management on-site.

You will troubleshoot PCs, printers, POS terminals, and hotel software, while maintaining ticket records and assisting with network issues. Travel between properties is required. This position adheres to ICONA Aloha culture and security guidelines.

Qualifications

• High school diploma or equivalent required.
• Up to 1 year IT support experience welcomed (internships, coursework, or certifications).
• Strong customer service and communication skills are essential.
• Ability to explain technical issues to non-technical staff clearly and patiently.
• Willingness to travel between properties; valid driver’s license required.
• Maintain confidentiality and uphold ICONA Aloha culture.

Responsibilities

• Serve as the first point of contact for IT support requests from hotel staff via phone, email, and ticketing system.
• Troubleshoot and resolve issues for workstations, laptops, printers, POS terminals, and mobile devices.
• Provide basic support for PMS, POS systems, and other hotel operations software.
• Set up and configure hardware, software, and user accounts (onboarding/offboarding).
• Escalate complex issues to Tier 2/3 IT staff or vendors as needed and follow up on resolution.
• Maintain accurate records of tickets, resolutions, and recurring issues.
• Assist with basic network troubleshooting (Wi-Fi, cabling, guest internet).
• Help maintain IT asset inventory and assist with IT security practices.
• Contribute to documentation of common issues and troubleshooting guides.
• After-hours on-call for properties on a rotational basis.

Skills

Customer service

Communication

Time management

Organization skills

Confidentiality

Excel

Education

High school diploma or equivalent

Tools

Windows OS

Mac OS

Job description

Job Title:IT Help Desk TechnicianClassification:Salary- ExemptReports to:Director of Information TechnologyJob DescriptionThis role supports the IT Help Desk in training, implementation of software, and assists team members in a daily role. All software and hardware support for all ICONA related properties with direction from the Director of IT. This is not a remote position.Essential FunctionsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Serve as the first point of contact for IT support requests from hotel staff via phone, email, and ticketing systemTroubleshoot and resolve issues related to workstations, laptops, printers, POS terminals, and mobile devicesProvide basic support for property management systems (PMS), point-of-sale (POS) systems, and other hotel operations softwareSet up and configure new hardware, software, and user accounts (onboarding/offboarding support)Escalate complex issues to Tier 2/3 IT staff or vendors as needed, following up to ensure resolutionMaintain accurate records of support tickets, resolutions, and recurring issuesAssist with basic network troubleshooting (Wi-Fi connectivity, cabling checks, guest internet issues)Help maintain IT asset inventory (equipment, licenses, warranties)Follow IT security protocols and help reinforce best practices among hotel staffContribute to documentation of common issues and step-by-step troubleshooting guidesAfter hours on call for properties on a rotational basis.Other duties as assigned.Weekly attendance to Aloha Culture MeetingCompetenciesEthical ConductConfidentialityTime ManagementOrganization SkillsAbove average Excel skillsExperience with complex spreadsheet analysisSupervisory ResponsibilityThis position has no supervisory responsibilities.Work EnvironmentThis job operates in a professional hotel and office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position will require inside/outdoor (including beaches) work in all types of weather.PHYSICAL ENVIROMENTAL DEMANDS:Stand- Under 2/3rd of the timeWalk- Under 2/3rd of the timeSit- Over 2/3rd of the timeUse hands to fingers, handle or feel- Over 2/3rd of the timeReach with arms and hands- Over 2/3rd of the timeClimb or balance- Under 1/3rd of the timeStoop, kneel, crouch or crawl- Under 1/3rd of the timeTalk or hear- Over 2/3rd of the timeLift minimum of 5lbs.-35 lbs.- Under 1/3rd of the timeAdherence to all policy and procedures delineated in the ICONA HandbookTravelSome travel is expected for this role.Required Education and ExperienceHigh school diploma or equivalentUp to 1 year of IT support experience (internships, coursework, or certifications welcome)Basic understanding of Windows OS; familiarity with Mac OS a plusStrong customer service and communication skillsAbility to explain technical issues to non-technical staff clearly and patientlyWillingness to travel between properties as neededValid driver's licenseAdditional Eligibility QualificationsMaintain confidentiality of all sensitive information.Excellent guest and vendor service skills.Upholding the ICONA Aloha culture.Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.