IT Support Specialist II

Virgin Hotels Las Vegas; Las Vegas (NV); On-site; USD 40,000 - 55,000; Full time

Job summary

Virgin Hotels Las Vegas seeks an IT Service Desk Support role to provide telephone, remote, and in-person assistance to team members and property users. You will record interactions, resolve basic to intermediate tech problems, and prepare equipment for operation while adhering to IT policies and security requirements.

The role requires familiarity with PC/POS hardware, i5 software, and experience with Agilysys LMS, Infogenesis, and Stratton Warren.

Qualifications

• Experience in IT service desk and user support.
• Strong communication and customer service skills.
• Ability to troubleshoot basic hardware/software issues.
• Familiarity with PC/POS hardware and i5 software.
• A+ certification or equivalent experience.

Responsibilities

• Provide IT service and support to team members and property users.
• Record Help Desk interactions and maintain logs.
• Resolve basic to intermediate technology problems.
• Set up and configure equipment per IT policies.
• Maintain hardware/software inventory and ensure security compliance.

Skills

Team collaboration

Communication

Problem solving

Initiative

Leadership

Education

A+ certification

Tools

Agilysys LMS

Infogenesis

Stratton Warren

Job description

The incumbent in this position is responsible for monitoring, configuring, maintaining, installation, and removal of Virgin Hotels Las Vegas (VHLV) technology hardware and software; responsible for basic troubleshooting of all technology problems associated with property technology; adhere to user security policies for all systems; responsible for providing IT service desk support for all Team Members and other users of property technology.

Requirements

THE NITTY-GRITTY (The Essential Job Duties)

(The following statements are intended as general illustrations of the work in this job class and are not all inclusive for specific positions.)

• Provide telephone, remote, or in-person IT service and support to all VHLV team members or other property technology users
• Record all Help Desk interactions according to IT procedures
• Resolve basic to intermediate technology problems
• Setup and prepare technological equipment for operation, in accordance with Information Technology policies and user needs
• Perform basic troubleshooting of hardware and software on all systems. Utilize contracted vendors for assistance if problem persists after troubleshooting process
• Perform preventative maintenance procedures on all technological equipment on a scheduled basis
• Communicate as directed with all Team Members and non-VHLV technology users regarding technological upgrades, system maintenance, or other technology related information
• Functional knowledge of property network infrastructure including IDF locations, wireless configuration, and network topology
• Basic i5 operations including error monitoring, user security, and printing
• Inventory equipment, software, and other VHLV technology
• Maintain compliance with Gaming, Sarbanes-Oxley, and PCI requirements
• Remain cognizant of changes in technology
• Any other functions deemed necessary
• Must be physically present at work, in assigned workstation, to perform all functions required of the position
• Other duties as assigned

WHAT IT TAKES (The Qualities We Look For)

• Great collaborators with the ability to create excellent working relationships across the group. Collaborative approach with all departments
• Ability to break down barriers and resolve potential conflicts swiftly and effortlessly
• Effective communication and presentation skills to all levels of management
• Creativity and innovation are essential!
• Ability to think freely and approach all issues with a completely fresh approach
• Ability to anticipate needs and over deliver wherever possible
• Candidates must think on their feet and use their initiative to solve problems and deliver solutions
• Excellent customer relations, communication, presentation and organization skills of utmost importance
• Able to change direction and work on multiple project aspects at once
• Enthusiastic, passionate, able to inspire and motivate others
• Leadership ability and behavior consistent with Virgin Hotels Core Values: Fun, innovative, original, and personable, and striving to deliver high quality and brilliant customer service

MUST HAVE'S

• Current, legal and unrestricted ability to work in the United States
• Experience with Agilysys LMS, Infogenesis, and Stratton Warren preferred
• Knowledge of Help Desk and IT operations
• Familiarity with various PC, POS, and printer hardware and software platforms
• Familiarity with i5 software
• Good technical and communication skills. These skills and abilities are typically acquired through six months to one year experience in a computer operator or technical support position
• Intermediate knowledge of Help Desk and IT operations.
• Understanding of various PC, POS, and printer hardware and software platforms. Understanding of i5 hardware and software.
• Expert technical and communication skills. Possess A+ certification or equivalent job experience.
• These skills and abilities are typically acquired through two years' experience in a computer operator or technical support position.

THE WORKING CONDITIONS

Must have ability to:

• Work in an environment that is subject to varying levels of sound, temperature, smoke, and vibration
• Work with hazards such as cleaning chemicals, ink, or other chemicals and paper dust
• Assimilate information and clearly communicate with users, management staff or vendors in English
• Observe and direct actions of trainees and maintain required logs
• Review and comprehend all necessary documentation
• Use a computer keyboard
• Diagnose potential problems with and replace peripheral devices without supervision
• Effectively and efficiently move from floor to floor as needed
• Lift up to 40 pounds
• Move up to 50 pounds to be able to perform inspector and utility duties as needed and perform necessary inventory checks
• Must be able to withstand prolonged standing, stretching, climbing, bending, and kneeling without restriction, work indoors and be exposed to various environmental factors such as, but not limited to, CRT fatigue, noise, dust, cigarette smoke, and pet dander/hair
• Must be able to work in a fast-paced, busy, and somewhat stressful environment, and maintain physical stamina and mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines
• Virgin Hotels Las Vegas is a pet friendly property. You may come into contact with pet hair and dander

VALUABLE TRAITS

• 50% logical / 50% creative / 100% AWESOME
• Enjoy working with a team and alone as the situation dictates
• Adaptive, Flexible!
• Embody "great attitude"
• Unwavering integrity and endless work ethic
• Appreciate constructive feedback, as well as graciously providing the same
• Tenacious and self-motivated

This is not an exhaustive list of duties, responsibilities, and conditions.

Virgin Hotels celebrates diversity and is proud to be an Equal Opportunity Employer