Associate Engineer Desktop Support (Aqua-Aston Hospitality)

Location and Pay Details

Primary office location: 2481 Kaanapali Pkwy #1064, Lahaina, HI 96761

Travel: This role offers an adaptable work model (hybrid) schedule with 5-10% travel.

• Flexibility to work 1 day a week from home; remaining days will be on-site and/or in-office.
• Quarterly travel to other Hawaii-based locations and/or mainland US, generally up to 4 days total:
  • 1-4 days at a time depending on location, e.g. Oahu (1 day trip); Kawaii (1 day trip); Arizona and other locations on the mainland US (2-4 days).
  • Mileage is reimbursed for all business-related travel.

Expected Pay Range: $26.00-32.00 per hour, plus benefits and perks!

Job Summary

The Associate Engineer Desktop Support provides technical support to all Aqua Aston Hotels & Resorts / Hospitality employees and properties. The Associate Engineer Desktop Support manages incidences and service requests via the Service Desk incidence management and request system. This position is responsible for support of hardware and software applications in line with company requirements and standards. The ability to manage time and escalate issues as needed and follow through to closure including follow up with customer or teammate to ensure the issue has been resolved. This position serves as a liaison between IT and the on-site business operations.

This position is responsible for managing the daily efforts of supporting and installing computer and printing endpoints, end-user business technology applications, and miscellaneous equipment and peripherals for AAH IT customers. This position has the overall responsibility for ensuring that desktop solutions provided to a user are functioning correctly at their installed point. This position is required to work closely with all business management teams while developing and maintaining effective relationships. This position works within established SLAs with IT. This position provides direction and guidance to customers regarding their current and future computing resources and service needs.

Expected Contributions

Product Ownership

• The Associate Engineer Desktop Support reports to the AAH ITS Sr. Support Manager.
• Can identify and initiate corrective action on user hardware, software, and network impairments.
• Understands hardware, software, and network concepts.
• Provides guidance on complex problems.
• Provides On-call support as required.
• Ensure all PCI, Security and Network Corporate Policies and Procedures are followed.
• Update Service Desk tickets with information on tasks performed and resolution.
• Track time on projects, incidents, and reporting.
• Maintains department documentation.
• Travel to properties to support as needed.
• Follow up with customer on resolution of issue and track follow up.
• Perform equipment refreshes as needed.
• Completion of required documentation within the specified timeframe for asset tracking and billing purposes.
• Adapts and positively reacts to changes within the work environment.
• Promotes continuous improvement standards as related to the work environment.
• Oversee the installation of operating systems (desktop images) and application system software; test software functionality, including interfaces to other property equipment and communications between property and corporate equipment; test all telecommunications links and equipment as required.
• Assist local vendor representatives and other members of the installation team with installations.
• Provide the interface between the local vendor representative and management staff, while working at an MVW resort site, corporate office, marketing, and sales gallery or contact center.
• Appropriately respond to and resolve system installation problems as they occur and follow established procedures for problem escalation and follow-up.
• Responsible for financial work estimates for projects and departments, budget tracking, and managing expectations of those estimates.
• Provide individual guidance with navigation through Windows OS and AAH/MVW applications.
• Appropriately respond to and resolve system problems related to system and software operating procedures while on property.
• Completion of required documentation within the specified timeframe for asset and problem tracking purposes.
• Communicates to change management, site phases, and new development enhancements.
• Provides status updates and comments to the project owner(s), management, and/or team participants.
• Special projects as assigned by Support Manager or Director.
• Performs the following types of tasks: support, analysis, auditing, research, and software installation.
• Responds to, solves, and makes decisions on standard/routine business requests with limited risk.
• Responsible for own work and contributing to team, department, and business results. May direct work of non-management staff.
• Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
• Performs other duties as appropriate.
• Assists more senior associates in achieving business results by:
  • Utilizing technical knowledge and skills to enhance business processes.
  • Providing training and technical guidance to staff with less experience, where appropriate, and serving as point-of-contact for problem resolution.
  • Establishing priorities for self and, where appropriate, others.
  • Allocating own time effectively to meet goals in a manner that does not disadvantage other associates or groups.
  • Achieving results against budget within the scope of responsibility.

Candidate Profile

Education

• Requires BS/BA degree in a technical field or equivalent technical training and on-the-job experience.

Experience

• 2 years’ work experience in technical customer service support or having equivalent kind of skills experience.
• Customer Service
• Technical Problem-Solving Skills
• Current versions of Microsoft Office and Windows Technical Support
• Installation of Desktop Hardware/Software and Peripherals
• Desktop Troubleshooting Skills
• Video and Audio Web Conference Support
• Wireless Communication Support
• Telephony Knowledge and Support
• VOIP knowledge and support
• Driver’s License,
• Must be able to Travel by vehicles and/or airplanes as necessary.
• Must have vehicle that can be used to travel to properties to support end users.

Skills and Attributes

• Able to perform diagnostics and maintenance repairs.
• Shift work and travel may be required.
• Ability to use a personal smart cell phone for communication, during and outside of regular work hours.
• Ability to physically operate in a fast-paced environment.
• Must be able to work “on-call” in a 24x7 environment.
• Ability to follow procedures accurately and consistently.
• Ability to guide the customer into the IT process to achieve their needs and manage user expectations.
• Ability to work as a team member or leader at times in resolving issues.
• Must be a self-starter, well organized, and detail oriented.
• Excellent customer service skills.
• Excellent communication skills and mature judgment.
• Position requires the ability to work effectively with others (team player).
• Ability to work under pressure and manage multiple priorities.
• Intermediate network cabling/wiring knowledge and abilities.
• Ability to frequently lift equipment that can range up to 30lbs.
• Ability to perform physical activities such as bending, kneeling, crawling, and squatting multiple times daily as well as standing for extended periods.

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Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.