IT Support Technician

About the Role
The IT Support Technician plays a critical role in maintaining the technology that supports both our guests and our team members every day at the company. This position is responsible for installing, maintaining, troubleshooting, and supporting the organization's technology systems and equipment to ensure reliable daily operations. Reporting to the IT & Systems Manager, the IT Support Technician provides technical support for hardware, software, networks, point-of-sale systems, audiovisual equipment, printers, mobile devices, and other technology used throughout the facility. Effective collaboration with all departments and a focus on delivering responsive, professional customer service are vital to this role.

Key Relationships
Reports To

• IT & Systems Manager

Collaborates With

• All Department Leaders
• All Team Members
• Finance
• Venue Services
• Operations Leadership
• Approved Technology Vendors
• External Service Providers

Areas of Stewardship
Team Member Experience Stewardship
The IT Support Technician is committed to providing timely, professional technical support that enables team members to perform their work effectively. Responsibilities include:

• Respond promptly to technical support requests.
• Provide courteous, professional assistance to team members with varying levels of technical knowledge.
• Install and configure computers, printers, mobile devices, and peripheral equipment.
• Assist with user account setup, password resets, and system access.
• Educate team members on the proper use of technology and security best practices.
• Maintain confidentiality while handling sensitive information and systems.

Team Member Stewardship

• Build positive working relationships with all departments.
• Communicate technical issues and solutions clearly.
• Collaborate with leadership to prioritize support requests.
• Participate in departmental planning meetings and technology initiatives.
• Promote a culture of continuous learning and technical excellence.

Operational Stewardship

• Troubleshoot hardware, software, network, and connectivity issues.
• Install, configure, and maintain workstations, laptops, mobile devices, printers, and POS systems.
• Monitor system performance and identify opportunities for improvement.
• Assist with software updates, system maintenance, and equipment replacements.
• Maintain accurate documentation of support requests, equipment inventories, and system configurations.
• Escalate complex technical issues to the IT & Systems Manager or external vendors when appropriate.

Financial Stewardship

• Help maximize the lifespan of technology assets through preventative maintenance.
• Maintain accurate inventories of hardware, software, and accessories.
• Support cost-effective purchasing and equipment replacement decisions.
• Protect company technology assets through responsible handling and security practices.
• Minimize operational downtime through timely technical support.

Cross-Functional Stewardship

• Support Food Experience with POS systems and payment technologies.
• Assist Events & Experiences with audiovisual equipment and event technology.
• Collaborate with Finance regarding technology supporting business operations.
• Work alongside Venue Services when facility-related technology issues arise.
• Coordinate with approved vendors during system installations and repairs.

Team Member Expectations
IT Support Technicians are expected to demonstrate professionalism, responsiveness, technical competence, and a strong commitment to customer service. Team members should approach every support request with patience, communicate clearly, protect confidential information, and proactively identify opportunities to improve technology across the organization.

Key Competencies

• Technical Troubleshooting
• Hardware & Software Support
• Customer Service
• Communication
• Problem Solving
• Network Fundamentals
• Apple iOS
• Microsoft Windows & Microsoft 365
• Point-of-Sale Systems
• Cybersecurity Awareness
• Organization
• Time Management
• Professionalism

Qualifications
Required

• High school diploma or equivalent.
• Diploma, certificate, or associate degree in Information Technology, Computer Science, or a related field preferred.
• Minimum of one (1) year of experience providing technical support in a business environment.
• Working knowledge of Windows operating systems, Microsoft 365, and basic networking concepts.
• Ability to troubleshoot hardware and software issues effectively.
• Excellent customer service and communication skills.

Preferred

• Experience supporting hospitality, restaurant, retail, or entertainment technology.
• Familiarity with POS systems, wireless networks, audiovisual equipment, and mobile device management.
• Industry certifications such as CompTIA A+, Network+, Microsoft, or equivalent.
• Experience with help desk or ticketing systems.
• Knowledge of cybersecurity best practices.

Working Conditions
This position generally works during regular business hours but may require evenings, weekends, holidays, or on-call support to respond to technology issues, system maintenance, or special events. The role requires frequent movement throughout the property to install, repair, and maintain equipment. Team members should be comfortable lifting and moving computer equipment, working in office and operational environments, and occasionally accessing network closets or equipment rooms.

Proficiency Requirement
To successfully perform this position, the team member must demonstrate the knowledge, skills, and abilities necessary to safely, effectively, and consistently perform the essential functions of the role. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions where applicable.

Our Commitment
At the company, reliable technology empowers exceptional hospitality. Our IT Support Technicians help ensure that every department has the tools, systems, and support needed to serve guests with excellence while keeping our operations secure, connected, and efficient. If you're passionate about technology, enjoy solving problems, and take pride in helping others succeed, we'd love to hear from you.

**Join the company and help build a technology environment where innovation supports hospitality, every system works with purpose, and every team member is empowered to succeed.