Cloud5 Communications connects hotel guests and staff using fast, reliable, user-friendly data and voice communications. The unique combination of hospitality expertise and a holistic technology platform is what sets us apart. And our obsession to deliver excellence at every step in the client relationship is what fuels our growth, allowing us to serve more than 4,000 hotels and touch over 1,000,000 users each day. As the pioneer of high speed internet for travel and hospitality clients, we’re leading innovation in the areas of cloud-based PBX/VOIP as well as WAN/LAN management with the goal of delivering guests a “just like home” connectivity experience that boosts guest satisfaction and loyalty for our clients.

The IT Support Technician provides support solutions for all Cloud5 technology needs.  The IT Support Technician oversees and executes on internal Help Desk activity, equipment provisioning, and system maintenance and security.  Thorough yet concise documentation and communication is necessary to succeed in this role.
 
PRIMARY RESPONSIBILITIES INCLUDE, but are not limited to:

• Administer the day-to-day operations of the help desk
• Manage escalation procedures and ensure service levels are maintained
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate user inquiries and resolve problems
• Install and perform minor repairs to hardware, software, or peripheral equipment, to resolve trouble tickets
• Refer major hardware or software problems or defective products to vendors or technicians for service
• Ensure maximum issue resolutions in minimum time
• Purchase and set up equipment for employee use, performs/ensures proper installation of cables, operating systems, or appropriate software
• Creates user software accounts and distribute new security credentials to the user
• Develops training materials and procedures or trains users in the proper use of hardware or software
• Ensures physical inventory levels are monitored and replenished as needed
• Oversee the work of vendors or maintenance staff to ensure that all hardware installations are completed on time, within budget, and to standard specifications
• Recommend equipment and software standards
• Maintain end-of-life schedule and for all hardware
• Ensure that all software, hardware, and Operating Systems are updated
• Adheres to information security policies and best practices by limiting user system access based on business need-to-know
• Ensure that all applicable deployed hardware is protected by firewall and antivirus software and that all user workstations in a timely manner
• Immediately reports any potential security concerns to team leader
• Utilize trouble-ticket system to keep detailed transactional records of communication, problems, action taken, and installation activities
• Design and implement improved process or operational policies
• Track and monitor all outstanding issues to ensure resolution by the appropriate system administrator
• Develop job aids, knowledge base articles and foundational excellence documents for all key and common processes and procedures
• Maintain up-to-the-minute list of hardware and software assets

REQUIRED EDUCATION AND EXPERIENCE:

• Hands on experience supporting Microsoft Windows 7 and 10, as well as Windows Server 2003+, SCCM, Office 365, Active Directory, Android, and iOS
• Automation tools or scripting experience such as PowerShell
• Knowledge of basic computer and networking hardware and maintenance procedure
• Strong diagnostic and problem solving skills
• Detail-oriented and dedicated to excellence in customer service
• Excellent written and verbal communication skills; ability to translate complex technology concepts into user-friendly terms
• Exceptional organizational and time management skills; able to manage multiple priorities in a fast paced environment
• Capable of self-directed learning and independent work prioritization

 
PREFERRED QUALIFICATIONS:

• Associate’s Degree in computer science or a related field from an accredited college

BENEFITS AND PERKS:

• We are in the vibrant West Loop neighborhood with easy accessibility to mass transit as well as food/drink options
• Building access to rooftop deck for summer meetings, lunches, and company get togethers
• Multiple medical/dental/vision health benefit options offered
• 401(K) savings plan
• Competitive PTO