Onsite IT Support Technician | Hilton Corporate

Job Description

Hilton is a leading global hospitality company with a portfolio of 22 world-class brands with over 7,300 properties and more than one million rooms, in 124 countries and territories. Dedicated to fulfilling its founding vision to fill the earth with the light and warmth of hospitality, Hilton has welcomed more than 3 billion guests in its more than 100-year history, earned a top spot on the 2023 World’s Best Workplaces list, and was named the 2020 Global Industry Leader on the Dow Jones Sustainability Indices.

Position Statement: 

The role of this analyst is to assist Hilton internal team members who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to subject matter expert support groups for resolution when needed.  The analyst is responsible to ensure that an effective solution is employed in a timely manner to the team member. 

The ideal candidate will have exceptional communication skills, the ability to build and maintain strong relationships and can step into Technician Lead role when the situation calls for. 

Position Summary: 

•    Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the user community.
•    Provides support for all Information Technology products and services. Support activities may include answering questions, troubleshooting problems, teaching or instructing users regarding software or hardware functionality, and communicating policy.
•    Determines the most effective manner to resolve users’ technical issue while adhere to the predefined solutions as set by the Standards Systems Engineering team. Engages in research and in-depth troubleshooting to resolve technical issues. 
•    Records required user and problem information in the Hilton ticketing system. Updates tickets with appropriate journal entries of activities and closes tickets with resolution entered upon completion of the job.
•    Resolves Level 1 & 2 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
•    Verifies that suggested solutions effectively resolve the users’ problems through verbal or email follow up.
•    Works on support desk related projects as assigned by Tech Lead or Manager.
•    Assists in developing long-term strategies and capacity planning for improving the Corporate Technology Support operations.
•    Ability to write and review IT instructions and procedures.
•    Supports and manages LAN room equipment and all apparatus including the cable patching.
•    Ability to perform overtime works that are outside of the normal business hours.

Direct Reports: 
No direct reports

What are we looking for?

The success in this role will demonstrate itself through the following attributes and skills:

•    Current experience in the IT field 
•    Significant experience in supporting a variety of office technologies, including computers, printers, mobility devices and video teleconferencing equipment 
•    Demonstrable experience in providing remote user support 
•    Experience in LAN Room management; network equipment 
•    Ability to communicate technical information to non-technical audiences 
•    Ability to understand and interact with technology vendor support staffs to troubleshoot and trace root cause of outage

Required Qualifications

•    High School Diploma or GED or experience in the Information Technology Field in lieu of.
•    MCSA or MCSE or at least MCP certified
•    Ability to travel and stay overnight as necessary

Preferred Qualifications

•    Significant experience working in the end user support field
•    Experience supporting a range of Apple products 

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