Hospitality IT Support Specialist - Dallas, TX ID-16171
JMARK is an IT managed services provider headquartered in Springfield, Missouri, with a second office in Tulsa, Oklahoma, and numerous full-time remote employees spread throughout the country. The reason JMARK is a "best" place to work can be summed up in one word: culture. Nurturing a respectful, supportive, dynamic, spirited culture among the more than 125 individuals that make up JMARK is a point of passion for CEO Thomas Douglas. It matters so much to him that every decision made regarding JMARK is run through the filter of how it will impact the culture at large—as well as every employee on an individual level.
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This dedication to creating a positive environment has been instilled in every leader at any level—including the board of directors—and passed down to every employee in the company. From the first moment one walks in the door at JMARK, it is clear that this is a true family made up of teammates who care for one another, cheer each other on, and thrive on coming together to achieve greater things together than could ever be done alone. In fact, this feeling of fellowship is so strong that it transcends the distances between teammates working from home or in different locations. The words "People First" are in our slogan, and everything that happens at JMARK leads back to that phrase.
IT Support Specialist – Dallas, TX
JMARK is looking to add an onsite resource for one of our Hospitality clients in the Dallas, TX area. They will be the primary coordinator for desktop and support and IT management of the office. They will provide evaluations and support for the day-to-day IT activities. They will also provide training and guidance to the internal staff and clients and keep them updated with new technologies as needed.
Functions and Responsibilities:
Day to Day Duties:
- Responds to IT requests through calls, emails, and tickets
- Assist team members with resolving IT issues.
- Assist Clients with exceptional customer service with their personal phones, laptops, tablets, etc.
- Assist with the following hardware issues: desktops, laptops, copiers, printers, and peripherals.
- Answers inquiries and clarifies desired information; researching, locating, and providing accurate information, including education to team members with solutions.
- Utilize de-escalation skills and escalate cases when necessary to IT support provider.
- Enhance organization and IT departments reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the position.
- Assist in developing systems and procedures to deliver quality service to end users.
- Ensure laptops and mobile devices remain up-to-date with patching and antivirus rules.
- Update job knowledge by participating in educational opportunities.
- Assist with vendor third party application support.
- Review employee phish alerts and handle accordingly.
- Other duties as assigned.
Multi-Property System Management:
- Oversee and manage the technology infrastructure across a portfolio of hotels, ensuring consistency and reliability of systems like PMS, POS, guest Wi-Fi, and telecommunications.
- Implement standardized procedures for system usage, maintenance, and troubleshooting across all properties.
- Collaborate with property-level IT and operations teams to ensure smooth operation of all technology platforms.
Centralized Support & Maintenance:
- Provide remote and on-site technical support to hotel staff across all locations, managing escalations and resolving complex issues.
- Monitor system performance across multiple properties, identifying and addressing potential issues before they impact hotel operations.
- Ensure regular updates, patches, and upgrades are applied to all property systems, minimizing downtime and ensuring security compliance.
Project Management & System Integration:
- Lead and coordinate technology projects for new hotel openings, system migrations, and large-scale upgrades across multiple locations.
- Ensure seamless integration of different technology systems across properties, including PMS, POS, booking systems, and guest services platforms.
- Work closely with property managers and department heads to identify opportunities where technology can enhance operational efficiency across the portfolio.
Training & Development:
- Provide technical training to property-level teams on new systems, software, and technology solutions.
- Ensure ongoing training for hotel staff to support smooth adoption of new technologies and procedures.
- Act as a mentor to on-site IT personnel, ensuring they have the necessary skills to maintain hotel technology at each location.
Guest Experience Enhancement:
- Oversee guest-facing technology solutions across properties, ensuring that services such as high-speed internet access (HSIA), in-room entertainment, digital keys, and mobile check-ins are functioning optimally.
- Identify and implement new technologies to enhance the guest experience and streamline hotel operations, standardizing these improvements across all properties.
Education/Experience:
- 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 Window Server experience is a plus
- Previous Active Directory experience preferred
- Previous experience with Mobile Device Management (MDM) preferred
- High School graduate or equivalent required
Other Requirements
Full-time weekday position. Requires occasional evening and weekend hours to assist with off-hour IT tasks.
The pay range for this role is:
45,000 - 62,000 USD per year(Grape Vine, TX)
