Associate Engineer Desktop Support (Aqua-Aston Hospitality)

$54,080 - $66,560/Yr

Aqua-Aston Hospitality - Lahaina, HI

Full-time - Entry Level

Lahaina, HI

10,001+ employees

Accommodation

About the position

The Associate Engineer Desktop Support role at Aqua Aston Hotels & Resorts involves providing technical support to employees and properties, managing incidents and service requests, and ensuring the functionality of desktop solutions. This position serves as a liaison between IT and business operations, requiring effective relationship management and adherence to established service level agreements (SLAs). The role includes responsibilities for hardware and software support, installation, and troubleshooting, with a focus on customer service and continuous improvement.

Responsibilities

• Provide technical support to Aqua Aston Hotels & Resorts employees and properties.
• Manage incidents and service requests via the Service Desk system.
• Support hardware and software applications in line with company standards.
• Serve as a liaison between IT and on-site business operations.
• Install and support computer and printing endpoints, end-user applications, and peripherals.
• Ensure desktop solutions are functioning correctly at their installed point.
• Provide on-call support as required and follow established procedures for problem escalation.
• Update Service Desk tickets with information on tasks performed and resolutions.
• Track time on projects, incidents, and reporting.
• Maintain department documentation and assist with equipment refreshes as needed.
• Oversee the installation of operating systems and application software, testing functionality and communications.
• Provide guidance on complex problems and assist local vendor representatives during installations.
• Communicate status updates to project owners and management.
• Perform special projects as assigned by the Support Manager or Director.

Requirements

• BS/BA degree in a technical field or equivalent technical training and experience.
• 2 years of work experience in technical customer service support or equivalent skills.
• Proficiency in current versions of Microsoft Office and Windows.
• Technical support experience for desktop hardware/software and peripherals.
• Strong desktop troubleshooting skills and knowledge of video/audio web conference support.
• Experience with wireless communication support and telephony knowledge.
• Valid driver's license and ability to travel as necessary.

Nice-to-haves

• Intermediate network cabling/wiring knowledge and abilities.
• Ability to perform diagnostics and maintenance repairs.
• Experience in a fast-paced environment and ability to work under pressure.

Benefits

• Flexible work schedule with the option to work from home one day a week.
• Mileage reimbursement for business-related travel.
• Quarterly travel to other Hawaii-based locations and/or mainland US.