Job Description

The Level 1 Systems Support Technician’s role is to support and maintain in-house computer systems, desktops, laptops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The incumbent will also facilitate the continued functionality of guest-facing services, troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required. The Systems Support Technician will also provide general support and assistance for the department and Information Technology team.

Schedule may vary with 2nd Shift hours from 12:30 PM - 10:30 PM, with alternating weekends

Requirements:

1. Two-year degree in related IT field. Additional training, education, and/or certification(s) strongly preferred.
2. Four (4) years of related IT experience. Equivalent combination of education/experience considered. Preferred candidate will have had similar experience working with computer hardware, ideally in a hospitality and/or corporate setting.
3. Outstanding technical knowledge of PC hardware (e.g. hard drives, optical drives, motherboards, add-on cards, etc.) and hands-on hardware troubleshooting experience.
4. Working technical knowledge of current network protocols, operating systems, and standards (e.g. TCP/IP, Windows 10/11, etc.).
5. Demonstrated commitment to delivering world class internal/external guest service.
6. Excellent communication and interpersonal skills; can interpret technical language and concepts for a variety of audiences clearly and concisely; able to establish positive and professional working relationships at all levels.
7. Strong analytical, problem solving skills; project/time management skills; must be able to anticipate and troubleshoot; prioritizes work, adapts as needed.
8. Proactive, exercises good judgment; keen attention to details with focus on service.
9. Professionally represents Biltmore and core values at all times.

Essential Job Duties:

1. Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.
2. Accurately document instances of hardware failure, repair, installation, and removal.
3. Support development and implementation of new computer projects and new hardware installation.
4. Recommend, schedule, and perform PC, hardware, and peripheral equipment improvements, upgrades, and repairs.
5. Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
6. Install, configure, test, maintain, monitor, and troubleshoot end user and guest-facing hardware and peripherals, as well as end user software when required.
7. Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users; recommend and implement corrective hardware solutions.

Physical Requirements:

1. Must be able to bend, stoop, kneel, reach overhead and below.
2. The incumbent will work in an office environment.
3. The incumbent will be required to lift up to 60 pounds occasionally.
4. Must be able to work indoors and outside in different weather with fluctuations in temperature and conditions.
5. May be required to climb stairs to reach locations in historic structures.
6. Must be able to travel to different locations to access and service hardware. Valid driver's license required.