On-Site IT Support Technician – Hotel & POS

Icona Resorts 1; Wildwood Crest (NJ); On-site; USD 42,000 - 62,000; Full time

Job summary

ICONA Management LLC in Wildwood Crest, NJ is seeking an IT Help Desk Technician to support hotel staff with phones, emails, and ticketing. This on-site role reports to the Director of Information Technology and focuses on hardware, software, and basic network support.

Responsibilities include onboarding hardware, troubleshooting workstations, printers, POS terminals, and guest Wi-Fi issues; escalating complex problems; maintaining ticket logs; and contributing to IT documentation.

Qualifications

• High school diploma or equivalent.
• Up to 1 year IT support experience (internships, coursework, or certifications welcome).
• Basic understanding of Windows OS; familiarity with Mac OS a plus.
• Strong customer service and communication skills.
• Ability to explain technical issues to non-technical staff clearly and patiently.
• Willingness to travel between properties as needed.
• Valid driver's license.

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 related to workstations, laptops, printers, POS terminals, and mobile devices.
• Provide basic support for PMS, POS, and other hotel operations software.
• Set 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 resolution.
• Maintain accurate records of support tickets, resolutions, and recurring issues.
• Assist 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 staff.
• Contribute to documentation of common issues and step‑by‑step troubleshooting guides.
• After hours on call for properties on a rotational basis.
• Other duties as assigned.
• Weekly attendance to Aloha Culture Meeting.

Skills

IT support

Customer service

Windows OS

Mac OS

Communication

Travel readiness

Education

High school diploma

Tools

Ticketing system

Job description

ICONA Management LLC in Wildwood Crest, NJ is seeking an IT Help Desk Technician to support hotel staff with phones, emails, and ticketing. This on-site role reports to the Director of Information Technology and focuses on hardware, software, and basic network support.

Responsibilities include onboarding hardware, troubleshooting workstations, printers, POS terminals, and guest Wi-Fi issues; escalating complex problems; maintaining ticket logs; and contributing to IT documentation.