Expectations * Research an assigned topic and write a one-page article to be potentially submitted to the White Lodging Weekly company-wide communications. The expectation is one article per week. We will take the best of the articles written and publish them in the White Lodging Weekly. The goal should be to have at least 3 articles published by the end of the internship. * Submit a weekly status report to your IT Manager by 10:00 am each Friday. * Provide a 15-20 minute presentation to the IT Leadership Team during the last week of the internship. IT Leadership Team includes CIO, VP of Applications Development, Director of IT Hotel Operations, Director of IT Infrastructure & Security, Director of IT Austin, and Director of IT Indianapolis. * Other assignments as assigned by the Director of IT Operations.Job DescriptionProvide fast and useful technical assistance on computer systems, phone systems and other related hotel technologies. You will answer queries on basic technical issues and offer advice to solve them.An excellent IT Service desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult associates.The goal is to create value for clients that will help preserve the company’s reputation and business.
* Serve as the first point of contact for associates seeking technical assistance over the phone or email * Perform remote troubleshooting through diagnostic techniques and pertinent questions * Determine the best solution based on the issue and details provided by associates * Walk the customer through the problem-solving process * Direct unresolved issues to the next level of support personnel * Provide accurate information on IT products or services * Record events and problems and their resolution in logs * Follow-up and update customer status and information * Pass on any feedback or suggestions by associates to the appropriate internal team * Identify and suggest possible improvements on procedures
Requirements * Proven experience as a service desk technician or other customer support role * Tech savvy with working knowledge of office automation products, databases and remote control * Good understanding of computer systems, mobile devices and other tech products * Ability to diagnose and resolve basic technical issues * Proficiency in English * Excellent communication skills * Customer-oriented and cool-tempered * BS/BA in IT, Computer Science or relevant field or similar education
Location Code: A75
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