The Kessler Collection

Job Details

Description

AN INSPIRING CAREER AWAITS YOU!

The Kessler Collection is made up of 11 artful hotel and resort properties, 26 restaurants, and over 1,700 Grand Performers across seven states, we continue to grow and so will you! The opportunities are endless. Our mission of inspiring places, intuitive service, and exuberant guests means we are committed to our Grand Performers learning, development, and well-being.

We believe people want to be inspired! 

Our Grand Performers Receive Many Benefits Including:

• Marriott Employee Discounts Worldwide
• Competitive Wage & Discretionary Bonus Program
• Medical, Dental, Vision Insurance
• Company-Sponsored Life Insurance
• Short & Long-Term Disability Insurance
• Pet Insurance
• Tuition Reimbursement Program
• 401(K) with Discretionary Company Matching Contributions
• Employee Assistance Program

JOB SUMMARY

IT Service Desk Technical Analyst is a professional who provides technical support and assistance to customers, whether on the phone or in person across multiple properties. Their primary intention is to ensure a client's satisfaction and ability to properly operate any computer, printer or technology they may be having trouble with. 

The Kessler IT Service Desk Technical Analyst provides enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems, help our customers install applications and programs and document processes and solutions. This is an in-office position.

CORE RESPONSIBILITIES

Primary areas of responsibility include, but are not limited to the following:

• First line support to internal customers, corporate and grand performers
• Address user tickets regarding hardware, software, and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Conduct remote troubleshooting, either via phone, email or chat, until they’ve solved a technical issue
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Help create technical documentation and manuals by ensuring all issues are properly logged knowledge in the form of notes and manuals
• Utilize peers knowledge to solve problems and be a knowledge base for peers
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Track computer system issues through to resolution, within agreed time limits
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Maintain jovial relationships with clients
• Troubleshooting technical issues and developing effective solutions.
• Keeping abreast of the latest advancements in technology, protocols, and best practices.

KNOWLEDGE, SKILLS, AND ABILITIES 

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.

• Customer-oriented attitude and strong people skills.
• Certifications in Microsoft, Linux, Cisco or similar technologies is a plus
• Proven successful growth work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
• Hands-on experience with Windows and Windows Server/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices, and other tech products
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software
• Ability to provide step-by-step technical help, both written and verbal
• Strong communication skills
• An ability to think critically about systems and to adjust consistently as needed.
• Possess advanced knowledge of hardware and software systems and exceptional analytical thinking abilities. 
• Should be able to effectively resolve technical issues
• The ability to use independent judgment in identifying root cause of problems and developing solutions to a variety of problems of moderate to large scope and complexity.
• Excellent written and verbal communication.
• Show an aptitude for on-the-job learning
• Ability to handle stress and work under pressure with professionalism.
• The ability to interact with a wide range of people from different backgrounds and races.
• Ability and willingness to be part of an On Call rotation schedule for customer support

MINIMUM QUALIFICATIONS

Education, Certifications, Work Experience:

• At least 4 years of specialized IT experience, service desk support, help desk and customer support. 
• A+ Certification Preferred

WORK ENVIRONMENT 

The work environment/conditions described herein are representative of those that an incumbent may experience. 

• Must be comfortable working in a shared space, with constant noise, without the use of a private office.
• Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.
• Schedules may vary from week to week based on business demands in excess of 40 hours with or without notice.

PHYSICAL DEMANDS

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. 

• While performing the duties of this job, the incumbent is regularly required to move 10lbs on a daily basis.
• Push, pull, and lift up to 65lbs on a weekly basis.
• While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane, or other means of transportation which require sitting, waiting, and standing for long and short periods of time. 

The Kessler Collection is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics