Job Description

Aloha and Welcome! Thank you for your interest in employment opportunities with Mauna Kea Resort. We invite you to our dynamic team of hospitality professionals. We are confident that our salary and benefits package will be attractive. In addition to industry-competitive salaries, team member recognition programs, and training and career opportunities, we also offer the following benefits: medical, drug, vision, and dental care, life insurance, paid vacation and sick leave, dining, and golf discounts, and more.

At Mauna Kea Resort, we're creating a hospitality company whose future is unlimited and whose values reflect the dedication and passion of our employees. Our success is measured by the quality of the relationships we build with one another, our guests, and our strategic partners. By seeking ways to add value to every encounter, we set ourselves apart from others and instill a sense of pride that is uniquely Prince. We invite you to share this journey with us.

Division: Management & Non-Union (MAN010)
Band 1
HB IT Technician

The Westin Hapuna Beach Resort stretches along its namesake white-sand beach on the Island of Hawaiʻi, offering guests a seamless blend of contemporary luxury, wellness, and authentic island hospitality. Behind every exceptional guest experience is a technology infrastructure that supports resort operations, team member productivity, and guest services across the property.
We are seeking an IT Technician who is customer-focused, technologically curious, and committed to providing exceptional support to our resort team. This role is ideal for an individual who enjoys troubleshooting technical challenges, helping others succeed through technology, and serving as a trusted resource for end-user support in a dynamic hospitality environment.
Our culture is built on service, collaboration, and continuous learning. We value team members who combine technical aptitude with excellent customer service skills and who are passionate about supporting the people and systems that keep our resort operating smoothly. Here, your contributions will directly impact the experience of both our associates and guests.
As a Hawaii Business Magazine “Best Places to Work” recipient for five consecutive years, we are committed to investing in our people through competitive pay, comprehensive benefits, career development opportunities, recognition programs, and outstanding travel perks through Marriott and Seibu Prince Hotels & Resorts Worldwide.
If you enjoy technology, problem-solving, and helping others succeed, we invite you to join our Information Technology team.
and Responsibilities:
As an IT Technician, you will provide first-level technical support for end users while assisting with the daily administration and operation of the resort's technology systems. You will manage Help Desk requests, troubleshoot hardware and software issues, assist with technology purchases and documentation, and provide training and support to users throughout the resort. This role requires strong customer service skills, technical aptitude, attention to detail, and the ability to work independently in a fast-paced environment.
Essential Job Functions:
• Monitor Help Desk tickets and assist in triaging and routing requests to the appropriate IT team members.
• Track, update, and close Help Desk tickets upon completion.
• Provide Tier One Help Desk support, including password resets, account unlocks, and basic troubleshooting.
• Provide end-user technical support for computers, printers, peripherals, and related technology equipment.
• Assist users with troubleshooting hardware, software, and connectivity issues.
• Create purchase orders for technology-related purchases and invoices as directed.
• Support end users with daily applications including:
◦ Microsoft Word
◦ Microsoft Excel
◦ Microsoft Outlook
◦ Microsoft Publisher
◦ Adobe Acrobat
◦ Other approved business applications
• Deliver end-user training and guidance on commonly used software and technology tools.
• Maintain a high level of professionalism and customer satisfaction in all interactions.
• Document technical issues, resolutions, and support activities.
• Escalate complex technical issues to IT leadership when appropriate.
• Perform additional duties and special projects as assigned.
Technical Support Responsibilities:
• Provide prompt and courteous support to team members across all resort departments.
• Troubleshoot and resolve routine computer and peripheral issues.
• Assist with workstation setup, deployment, and equipment installation.
• Support user account administration and access requests.
• Maintain technology equipment inventories and asset tracking records.
• Assist with software updates, upgrades, and basic system maintenance activities.
• Ensure support requests are resolved efficiently and accurately.
Administrative Responsibilities:
• Assist with research and evaluation of technology products and solutions.
• Support the creation, maintenance, and organization of technical documentation.
• Assist with developing and updating departmental policies and procedures.
• Maintain organized records, files, and support documentation.
• Assist with inventory management, ordering, and tracking of technology supplies and equipment.
Secondary Job Functions:
• Maintain a clean and organized work area.
• Support technology projects and initiatives as assigned.
• Assist with equipment inventory audits and asset management activities.
• Participate in departmental meetings and training sessions.
• Provide operational support during special events and business-critical activities.
• Assist other Information Technology team members as needed.
Working Conditions:
• Primarily works in a climate-controlled office environment.
• Frequent travel throughout the resort providing onsite technical support.
• Regular interaction with employees, managers, vendors, and occasionally guests.
• Fast-paced environment requiring adaptability and responsiveness to operational needs.
Work Hours:
• Must be able to work schedules assigned by Information Technology leadership.
• Must be available to support operational needs, including occasional evenings, weekends, and holidays.
• May be required to respond to urgent technical issues outside of normal business hours.
Equipment Use:
• Computers, laptops, printers, scanners, and related peripherals.
• Telephones, digital communication devices, and office equipment.
• Photocopiers, calculators, and other administrative equipment.
• Basic hand tools and technology installation equipment as needed.
• Help Desk, asset management, and business software applications.
Mental and Physical Demands:
• Ability to prioritize and organize multiple support requests simultaneously.
• Ability to troubleshoot and resolve technical problems using sound judgment and analytical thinking.
• Ability to maintain professionalism during stressful or challenging situations.
• Ability to stand and walk throughout the resort while supporting users and responding to service requests.
• Ability to bend, stoop, crouch, and work beneath desks or in equipment areas when necessary.
• Ability to lift, carry, and transport computers, monitors, printers, and related equipment weighing up to 25 pounds or more.
• Ability to perform detailed technical and administrative tasks with accuracy.
Communication Demands:
• Must be able to communicate effectively, both verbally and in writing, with employees, managers, vendors, and guests.
• Ability to explain technical concepts in a clear and user-friendly manner.
• Ability to provide support by telephone, email, and in person.
• Ability to create and maintain technical documentation and procedures.
Minimum Qualification Requirements:
• Previous office, customer service, or technical support experience required.
• Minimum two (2) years of experience using Microsoft Office applications.
• Working knowledge of email, word processing, spreadsheets, and standard office technologies.
• Ability to learn and apply new technical concepts and systems.
• Strong customer service and interpersonal skills.
• Ability to multitask and manage competing priorities.
• Strong organizational and problem-solving abilities.
• Ability to communicate clearly and professionally, both verbally and in writing.
Preferred Qualifications:
• Technical Help Desk or end-user support experience.
• Experience with hospitality technology platforms such as Opera, MICROS, or related systems.
• Experience supporting printers, workstations, and business applications.
• Ability to effectively assist users during challenging or high-pressure situations.

We appreciate your interest in joining our 'Ohana. Due to our numerous inquiries, only qualified applicants for posted positions will be contacted by phone or email provided on your employment application form.