Computer Systems Analyst

Basic Function: In a timely manner, manage all activities related to the operation and maintenance of computer operating systems, software applications enterprise application(s) and hardware for Enchantment and Mii Amo properties under supervision of ERMA Director / Assistant Director of IT.  Provides problem resolution, analysis, specifications, configurations, coordination, testing, and installation of technological equipment and mobile device-based hardware, software, peripherals, local area networks (LANs), and other related end user equipment either in person, via telephone (VOIP) or from a remote location. Assists in the development of computer, mobile and IOT devices systems standards that are: secure, robust, cost-effective, and meet the functional needs of the organization. This individual will support network and server equipment, IT related projects, and will be expected to be proactive and facilitate communication between business owners, vendors and IT Leadership as well as provide operational, functional and technical training and knowledge transfer to department personnel and colleagues. 

Work Performed:

1. Configure, install, and maintain (patch) all laptops, desktop, tablets, IOT, systems, and other related equipment and devices with standard software packages and best practices to ensure reliability and mitigating issues.
2. Maintain hardware replacement program for all technology equipment to include workstations, tablets, printers, copiers, network switches, APs, etc. 
3. Implement IT best practices – assist in creating, updating, and maintaining policies, procedures, standards and guidelines.
4. Aid in the analysis & configuration of software applications for optimal functionality and revenue capture.
5. Install and update all UPS for all forward-facing customer mission critical systems and all management systems making sure optimum up time of 999.99%.
6. Maintain, evaluate and/or recommend purchasing standards of computers, network hardware, peripheral equipment, and software; provide technical consulting services to departments/division/organization regarding use of computers and networks to meet business needs.
7. Familiarize & logically trouble-shoot application performance issues to include, Financial Systems Point of Sale, Payroll, Room – door lock systems, Timeclocks, VOIP – Mitel, Chrome Casting, Synergy, and all current and future software applications.
8. Identify and correct software or cloud related errors, diagnose application dysfunction, and networking variables. 
9. Install and perform transitional re-training for software upgrades (i.e., operational / functional training – video and flash documents, etc.
10. Responsible for fulfilling end user requests and resolving issues on computing devices.
11. Conduct formal workstation software orientation and technical support for new and existing team members.
12. Oversee, patch and organize the implementation of future software installations and configuration.
13. Coordinate and participate in contracted vendor training as needed for software applications.
14. Guarantee the performance integrity of all data and software installation files.
15. Monitor, evaluate, prioritize and work with IT peers, leaders and stakeholders in the use of Information Technology systems and equipment to maximize benefits in meeting the Information Technology goals and vision.
16. Director / Assistant Director of IT Operations in the evaluation and implementation of standard IT operating practices, controls and security measures for all properties.
17. Assist in the development and implementation of computer related projects intended to improve efficiency and maximize revenue capture. 
18. Record, track, and document the incident problem solving process including actions taken through to the final resolution.
19. Work collaboratively with internal business units, to analyze and resolve IT-related issues, including desktop, software, SaaS and business system issues.
20. Work directly with Director / Assistant Director of IT to define application purpose, hardware/application dependencies, support standards, including testing strategy, response requirements and escalation points.
21. Follow up with customers regarding open issues and ensure delivery of exceptional service and support.
22. Maintain flexibility in work schedule.

23. Maintain absolute confidentiality and integrity.

24. Provide back up and cross-training to IT personnel and support the organization’s network and fiber security, safety, integrity, and operability.

25. Other duties as assigned.

We are looking for candidates who will demonstrate knowledge, abilities and skills:

1. Break-fixing, troubleshooting and resolving hardware and software issues
2. Provide a variety of level 1 and 2 computer maintenance, valuation, installation, and training.
3. Backing up and restoring user data, settings and associated systems administration activities.
4. Assist Director / Assistant Director of IT Operations, Service Desk/Desktop Support teams
5. Follow all ITIL framework methods assisting in Incident, Problem management activities, change management activities, etc.
6. Be available for on-call support on an as-needed basis & as business demand
7. Adhere to ticket response and resolution of SLA’s as agreed upon with the customer
8. Basic understanding of DHCP, DNS, IP addressing and sub netting.
9. Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues.
10. Strong Break / Fix skills for Desktops, Workstations, Notebooks, Printers, Handhelds, etc.
11. Strong Microsoft Office skills (Outlook, Word, Excel, PowerPoint, etc.).
12. Strong Microsoft Operating System installation and troubleshooting skills.
13. Experience-based Windows support and configuration/imaging Installation environment.
14. General Windows OS troubleshooting and Hardware support and troubleshooting.
15. Troubleshooting hardware issues and replacing desktop/laptop hardware Installation of peripheral devices.
16. Demonstrates knowledge of ITIL methodology and experience of work within an ITIL framework.

Minimum Requirements:

Bachelor’s degree in computer technology related degree and two years of experience and associate’s degree in computer science; or equivalent related work-related experience. A minimum of 4 years’ computer support / Analyst experience, preferably in a hotel/resort setting.  Accuracy and attention to detail are essential.  Knowledge of various business software systems and various word processing and spreadsheet programs.  Good training and communication skills.  Needs to be service oriented, flexible and able to handle stress.  Must be able to work long and flexible hours and be able to cover property as necessary. Must have strong organizational skills, excellent written and verbal communication skills, and be able to perform and prioritize multiple tasks with ease. Strong team member relations skills. Knowledge, Windows, IOS, Android, enterprise systems: ITSM systems, Hotel, POS, Financial, Inventory, T&A, etc.

Technical / industry certification is a plus or knowledge:  CompTIA A , Cisco Certified Network Associate (CCNA), Dell network certification, CompTIA Security , MS fundamentals – cloud computing, Microsoft 365 and Windows 10/11, Microsoft Office, Exchange Server (email), and other applications, ITIL fundamentals, CCSP, or knowledge of NIST, PCI – DSS, HIPAA, PMLC / SDLC. 

Knowledge of various business / hospitality software systems is a plus.

Supervision Exercised:  None

Supervision Received:  Director / Assistant Director of IT Operations

Responsibility & Authority:

1. Ability to work effectively with all employees

2. Good communication with department managers

3. Good working relationship with vendors

4. Absolute integrity and confidentiality

Physical Requirements:

50% Sitting

50% Walking, bending & standing

Lifting/Carrying up to 50 lbs.

Hearing and manual dexterity

Distance vision 1-3 feet

Ability to work effectively during day and night as necessary

Ability to drive golf cart