The city of Aspen at our front door, Aspen Mountain at our back door. And in between, a gathering place for the free-spirited. We're proud of our 5 Stars and 5 Diamonds -- hospitality is our passion. From our kitchens to our cellars, with their 20,000 bottles of wine, from the Concierges in our lobby to the Concierges on our mountains, and from family adventure to aprs ski, this hotel is, guests have said, "the Aspen of Aspen."
The Support Specialist reports to the Manager Hospitality Information Technology (I.T. Manager) and has primary day-to-day support responsibility for hotel information systems and software applications support. This includes end-user support, help desk activities, on-site problem resolution and systems installation.
The Support Specialist works closely with users to provide solutions to immediate problems as well as working on on-going projects and support. This includes gaining and maintaining knowledge expertise in software and hardware applications, systems support techniques, support procedures and contingency planning.
The Support Specialist is also responsible for initiating and maintaining support protocols, user training programs, training documentation and the help desk database.
Excellent communication and writing skills, as well, as excellent rapport with people and ability to handle stressful circumstances is required.
The Support Specialist assists in project plans and carries the out in a timely manner working with outside vendors and support services as required. Standard operating and configuration procedures are produced for each system implemented.
The Support Specialist recommends training programs and education to improve the departments overall knowledge of systems and its support skills.
Often the position requires emergency response to problems, involving extra hours and weekend/holiday support. This requires a flexible schedule and the ability to manage multiple problems simultaneously. A cool head and clear thinking ability is a great asset.
Essential Functions of the Job:
Provide input on current and future technology and outside support services.
Manage support projects for departments and end-users.
Provide end user support across multiple properties.
Additional Job Duties:
Provide end-user problem solving and troubleshooting and delegate support to staff or outside vendors, as needed.
Assist in maintaining optimal performance of systems, including disk storage utilization, network directory management and processor utilization.
Assist in maintaining inventories of all equipment and software and establish standard configuration and operating procedures.
Assist in maintaining user configurations, passwords and access privileges.
Provide support during system outages or interruptions and maintain contingency operations until full recovery is implemented.
Assist in implementing system updates, modifications, changes and installation and configuration of new systems.
Carry out projects and assure deadlines are met and budgets are maintained.
Regularly review backup and contingency procedures and test for reliability
Available 1 week per month for on call 24/7 support as required
Excellent organizational skills
Excellent people skills
Excellent communication skills
Background in hotel property management and telephony systems helpful.
College degree in Information Systems or technology field helpful, High School or equivalent
3+ years in Information Technology Systems Support.
2+ years in hotel operations preferable
Knowledge of LAN, WAN and Internet networking environments
Excellent knowledge of Micros 9700 Point of Sale, Microsoft Windows, Microsoft Office, Active Directory basic LAN
POS: Micros 9700/Symphony , Springer-Miller SMS|Host and SMS|POS PeopleSoft, Kronos, JD Edwards experience preferred
Windows Server, SQL, Windows 7, MS Office Product support
Telephony Systems: Avaya Definity, Intuity Audix, Mitel
Network Hardware: Cisco, HP Procurve, 3COM
Security: Kaba/Ilco, Saflok, Video Surveillance
Guest Systems: Guest-Tek HSIA, Crestron AV & BMS, Audio Visual setup and maintenance
Physical Requirements of the position include:
Must be able to lift 30 pounds overhead.
Work includes kneeling, crouching, crawling and working overhead.
Must be able to work in dusty conditions, cold areas and close quarters.
Travel to hotels and mountain restaurants required, including some skiing.
Aspen Skiing Company, L.L.C.