IT Support Specialist - Dallas, TX

Jmark - Irving, TX

Full-time - Mid Level

Remote - Irving, TX

101-250 employees

About the position

The IT Support Specialist at JMARK will serve as the primary onsite resource for a hospitality client in the Dallas, TX area. This role involves coordinating desktop support and IT management, providing evaluations and support for daily IT activities, and training internal staff and clients on new technologies. The position emphasizes exceptional customer service and the ability to manage technology across multiple properties, ensuring consistent and reliable IT operations.

Responsibilities

• Respond to IT requests through calls, emails, and tickets.
• Assist team members with resolving IT issues.
• Provide exceptional customer service to clients with their personal devices.
• Assist with hardware issues including desktops, laptops, copiers, printers, and peripherals.
• Research and provide accurate information to inquiries and educate team members on solutions.
• Utilize de-escalation skills and escalate cases when necessary.
• Enhance the IT department's reputation by accepting ownership of new requests.
• Develop systems and procedures to deliver quality service to end users.
• Ensure laptops and mobile devices are up-to-date with patching and antivirus rules.
• Participate in educational opportunities to update job knowledge.
• Assist with vendor third-party application support.
• Review employee phish alerts and handle accordingly.
• Oversee and manage technology infrastructure across a portfolio of hotels.
• Implement standardized procedures for system usage and troubleshooting.
• Provide remote and on-site technical support to hotel staff.
• Monitor system performance across multiple properties.
• Lead and coordinate technology projects for new hotel openings and upgrades.
• Provide technical training to property-level teams on new systems and software.
• Oversee guest-facing technology solutions across properties.

Requirements

• 3+ years of experience in IT support, preferably within a hotel management company or multi-property environment.
• Experience with hotel management systems such as Opera, Lightspeed, Micros, or other PMS and POS platforms.
• Proven experience managing technology at multiple locations.
• Previous experience working on help desk tickets or desktop support preferred.
• Experience in a banking/financial related environment preferred.
• Previous Windows Server experience is a plus.
• Previous Active Directory experience preferred.
• Previous experience with Mobile Device Management (MDM) preferred.
• High School graduate or equivalent required.

Nice-to-haves

• Experience in a banking/financial related environment preferred.
• Previous Windows Server experience is a plus.
• Previous Active Directory experience preferred.
• Previous experience with Mobile Device Management (MDM) preferred.

Benefits

• Full-time weekday position with occasional evening and weekend hours.