Help Desk Technician
Technical / IT / Systems
As the leading hospitality management company, our success is defined by providing the ultimate experience to every customer, investor, partner and associate.
We are passionate about making every experience with Sage Hospitality unique, positive, successful and inspiring. We are dedicated to making a difference in the lives of our guests, associates, investors and the communities where we live and work.
We are a hotel management company with the right systems in place, incredible offerings in premiere locations, and a team of smart, creative and visionary people at all levels. Our over 25 years of experience tells us that these are precisely the right ingredients to make your experience with Sage sensational.
People Focused –
We nurture and empower our people to provide seamless execution and extraordinary results
We capture the unique potential in each property to provide exceptional experiences for our guests and superior operating profit for our owners
Corporate Citizens –
We are a good neighbor, environmental steward and corporate citizen in the communities where we live and operate
Performance Driven –
We create and utilize proven, proprietary operations management systems and strategies that drive revenue, increase efficiencies, reduce costs, maximize profitability
Here at Sage Hospitality our concern is for the comfort of our guests and the way in which we treat our environment. Our Green Effort involves reducing our carbon footprint at every one of our hotel locations by asking our guests to leave our convenient door-hangers out to help us conserve energy.
By placing the hanger on your door, you will be declining guest room cleaning for the day. This will help reduce the hotels’ energy and water usage.
Help Desk Technician
Sage Hospitality was founded on an entrepreneurial spirit and a desire for excellence. We pride ourselves in redefining the hotel and restaurant experience beyond the status quo. We’re looking for extraordinary people to join our family and help us deliver the unexpected.
The primary responsibilities of the Help Desk Technician include but are not limited to: support of end users, computer systems, peripherals, and software necessary to complete their job functions.
CUSTOMER SERVICE FOCUS
To support Sage’s Vision of being recognized by our customers as the best in our business through ensuring a culture that “makes the ordinary extraordinary!” You should champion this culture in every touch point of our business from our associates, guests, owners and communities. The service and courtesy you extend and promote on a daily basis will ensure a healthy and productive culture of serving others with excellence.
Receive support calls, log all calls and provide system support to the Global office.
Respond to Help Desk emails.
Perform diagnosis on system problems via phone, remote access or office /cubical visitation.
Perform routine maintenance functions, including audits and system maintenance.
Complete special projects as assigned or assist other team members in the completion of projects or support issues as necessary.
Communicate effectively with end users to ensure effective support.
Perform other tasks and responsibilities as assigned.
Prioritize and escalate issues as needed to ensure good customer service.
Manage time and work independently or as part of a team.
This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the associated with the position. May perform other duties as assigned.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing and criminal background checks.
Energy and Drive
Energetic and takes initiative, persistent in pursuing and completing tasks, strives to exceed expectations.
Proficient in required job skills and knowledge. Intelligent in grasping and integrating new information. Active learner with strong curiosity. Natural instincts and insight for finding the best solution to unclear issues and problems. Considers multiples resources and methods for analyzing problems. Makes great decisions
Personal and Interpersonal Skills
Welcoming and warm personality, engages easily, actively connects with others, genuinely caring and compassionate, visibly demonstrates desire to understand others, creates confidence and trust with others, socially aware of self and others, is known for communicating the right message at the right time, utilizes a variety of approaches and communication techniques tailored to each situation, facilitates consensus in groups, comfortable in conversing with individuals from a variety of backgrounds and at all organizational levels. Is direct yet tactful and considerate of audience, Positively accepts and provides feedback.
Is effective in prioritizing work, consistently budgets time and processes to create maximum efficiency with minimum disruption or redundancy, is time sensitive, understands how work and processes fit in with other departmental or organizations priorities or objectives, is able to adjust work to accommodate expected and unexpected changes. Is able to gauge progress with respect to overall impact and results
Can think and act independently with confidence. Has personal fortitude and integrity when faced with challenges.
Must hold a valid Colorado driver’s license and have the ability to travel to the various Sage Hospitality locations.
Familiarity with technology standard concepts, practices and procedures is essential.
Strong knowledge of windows XP/Windows 7, Microsoft Outlook and other Microsoft technology
Strong PC hardware skills are a must.
Familiar with supporting Citrix environments.
PC/Desktop imaging experience using Symantec Ghost or related product is preferred.
Experienced with workstations and laptops, printers, and networking hardware and software components. Excellent attention to detail and multi-tasking skills
Must be able to understand and follow verbal/written instructions, communicate both verbally and in writing, utilize analytical thought processes, understand verbal/written technical and mechanical instruction, and be highly organized.
Must have ability to communicate effectively and courteously with employees, guests and contractors in writing, via telephone and in person.
Ability to travel as necessary.
Flexible schedule and availability to be on call during weekends and holidays.
Ability to troubleshoot problems in a methodical and thorough manner.
Ability to work calmly in a fast-paced, sometimes high pressure environment.
Excellent hearing required for telephone inquiries and client and associate handling.
Bending/kneeling - repeated bending and kneeling required while filing, Mobility - must be able to reach all areas of hotel and building locations to assist clients.
Exerting 10-50 pounds of force occasionally and/or greater than negligible up to 10 pounds force constantly to move objects.
Carrying or transporting of personal luggage during any company travel.
Requires sitting most of the time, but does entail walking, standing and carrying of up to 15 pounds short distances.
Requires a significant amount of repetitive motion for keyboarding.
Requires bending, reaching, oral communication skills, analytical skills and special visual considerations such as color selection/evaluation.
High school education or equivalent experience, college degree or pursuit of degree preferred.
1 – 3 years of experience in similar role.
Working helpdesk experience in the support of end users in a fast-paced, mission-critical environment.
Office equipment and materials
General office environment including distractions and interruptions from phones, vendors and associates.
Office setting – protection from weather conditions, however, during travel will require endurance of variable temperature changes.
Travel for several consecutive days or even weeks at a time.
Significant amounts of time will be spent on the tele****
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