Job Description
Job Title:
Technician Duration:
6 months Location:
Remote Schedule 10-hour shifts Shift timing: 8:00 AM - 6:00 PM Arizona Time Schedule:
Sunday through Wednesday Some rotational/team split coverage on Wednesday/Thursday Provides first-level technical support for property-based systems and end users by applying foundational knowledge of information technology, hospitality systems, and operational technologies. The IT Technician serves as the primary point of contact for hotel/property staff, supporting technology that directly impacts guest experience, operational continuity, and brand standards. Property & Hospitality Technology Support:
Provides Tier 1 technical support for property-based systems, including: Property Management Systems (PMS) Point-of-Sale (POS) systems Guest internet and Wi-Fi connectivity Telephony and VoIP systems Key management, access control, and peripheral devices Troubleshoots routine issues related to workstations, printers, payment devices, mobile devices, and back-office systems used by property staff. Service Desk & Incident Management:
Serves as the first point of contact for property technology incidents and service requests via phone, chat, and ticketing systems. Accurately logs, categorizes, prioritizes, and documents incidents in an IT Service Management (ITSM) platform. Applies defined troubleshooting workflows and escalation procedures to minimize downtime and guest impact. Recognizes business-critical and guest-impacting incidents and escalates them appropriately and promptly. Operational Continuity & Vendor Coordination Supports property operations by ensuring technology issues are resolved efficiently to maintain front desk, housekeeping, food & beverage, and maintenance workflows. Coordinates with internal Tier 2/3 teams and external vendors (e.g., PMS, POS, ISP, telephony providers) when escalation is required. Assists with vendor-directed troubleshooting steps and validates resolution before closing incidents. User Account & System Access Support Performs basic user access tasks, including password resets, account unlocks, and role-based access requests in accordance with security and compliance policies. Supports onboarding and offboarding activities for property staff by ensuring timely access to required systems. Documentation & Knowledge Management Maintains accurate and detailed ticket documentation, including issue symptoms, troubleshooting steps, resolutions, and follow-up actions. Participates in shift handoffs by providing clear status updates and continuity notes. Contributes to knowledge base articles and standard operating procedures specific to property systems. Security & Compliance Handles sensitive business and guest-related information with strict confidentiality. Follows established security protocols, identity verification standards, and data protection requirements. Identifies and reports potential security incidents or suspicious activity, per policy. Description:
0-2 years of experience in an IT support, service desk, hospitality technology, or customer-facing technical role. Prior experience supporting hotels, properties, retail locations, or multi-site environments preferred. Demonstrated customer service experience in a fast-paced, operationally critical environment. High School diploma or equivalent required. College coursework or technical training in Information Technology, Hospitality Technology, or a related field preferred. Entry-level IT certifications or progress toward certification (e.g., CompTIA A+, ITF+) are a plus. Technical Skills Working knowledge of Windows-based environments and standard enterprise applications. Familiarity with hospitality or property systems (PMS, POS, guest Wi-Fi, telephony) preferred. Basic understanding of networking concepts (e.g., LAN/WAN, Wi-Fi, VPN). Experience using ticketing systems and remote support tools. Professional & Operational Skills Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users. Ability to remain calm and professional during high-pressure, guest-impacting incidents. Strong attention to detail in documentation and follow-through. Ability to manage multiple requests and prioritize based on business impact. Works under general supervision while following established service desk procedures and escalation paths. Accountable for accurate ticket documentation, timely resolution, and adherence to service-level expectations. Responsible for maintaining professionalism and consistency in all property-facing interactions. Not applicable; however, accountability, reliability, and collaboration with peers are essential. Familiar with organizational policies, service desk workflows, and property technology standards. Foundational understanding of IT service delivery principles, including incident management and escalation. Builds effective working relationships with property staff, internal IT teams, and external vendors. Comm
