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IT Support Technician and Coordinator - San Antonio, United States - Zachry Construction
Description
** Zachry Construction Corporation**
** IT Support Technician and Coordinator (Hotel Hospitality)**
San Antonio, TX 78248
**Job Summary** The IT Support Technician and Coordinator (Hotel Hospitality) will support, m anage and prioritize initiatives across multiple hotel properties in San Antonio, Texas. Identify repeated issues and their resolutions within the Zachry support knowledge base. Performs other job-related duties as assigned. This job summary is intended to describe the general nature and level of work performed by individuals assigned to this position. The job summary is not intended to be an exhaustive list of responsibilities, duties and skills required . **Essential Functions**
Develop, analyze, measure, and prioritize requests for support.
Provide technical end-user support using a variety of methodologies, including remote.
Manage and engage vendor support as necessary and manage support until resolution.
Perform support request triage and coordination to ensure supportability and success for end-user requests.
Acquire a deep technical understanding of the products and services that are supported and can provide training and guidance to the end-user community to improve utilization and compliance as issues are identified.
Own support requests throughout their complete life-cycle with a focus on accurate and timely communication, excellent technical resolution, and superb customer service.
Record detailed and accurate transcriptions of all activities related to a support request, including end-user communication, resolution details, and accurate time tracking for all activities required to complete the request.
Make-ready new end-user equipment and recondition used end-user equipment as necessary throughout the life-cycle of the piece of equipment.
Install, uninstall and safely transport end-user equipment as well as provide remote support for end-user equipment installs that are self-performed by an end-user.
Efficiently track and manage Zachry Inventory Assets and Software Licenses
Efficiently utilize and support approved third-party tools for device management, monitoring, and utilization.
Travel as necessary to support end-users and to perform install and uninstall activities, 25%
Superb customer service focus
Owner of problem resolution
End-user training
Primary Measurements (SLA)
Project Coordination
+ Demand Prioritization
+ Planning and Execution
+ Initiative Reporting and Status
Customer satisfaction
+ Response
+ Resolution
+ Communication
Adherence to Zachry IT Processes
Request triage and resolution requests at the business unit level as well as at the hotel front-line
Contributions to Zachry knowledgebase
**Required Skills & Experience**
2 years IT related experience
1 year IT experience in the hotel hospitality industry
Excellent organizational and communication skills
Ability to manage multiple initiatives against set deadlines
Ability to engage and manage external IT vendors to troubleshoot and resolve issues
Requires a high school degree or equivalent
Zachry stands on a rich tradition of creativity, stability, innovation, and experience in the construction industry. Fully understanding that Zachrys employees are the heart of our success, we foster a dynamic work environment by providing development opportunities such as training, education, and career advancement. We believe people are our greatest asset and offer a variety of training and development opportunities to promote excellence and facilitate career advancement.
Zachry offers an industry-leading benefits package for our employees and their families.
401k
Medical and dental insurance
Life insurance
Paid leave
Tuition reimbursement
Employee assistance program
and many more
Zachry Construction Corporation performs heavy civil and building work throughout the United States and relocation is sometimes required for continuous employment opportunities.
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or another legally protected status.
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