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Support Tech II

Tao Group Hospitality
Las Vegas, NV
  • Posted: over a month ago
  • Full-Time
Job Description
Job Description Summary
  • The IT Support Desk Tech II is responsible for ensuring an outstanding level of customer services by providing direct IT support to staff in their activities.  Level 2 is designed for more complex support related and systems problems.  Works with engineering on issue resolution.  Takes on IT relates projects.
Job Description
  • Work to promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction
  • Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested
  • Ensure that staff provides timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues
  • Escalated issues, increasingly more technical issues are handled by this position
  • Support back office systems with Director of IT
  • Assist all office staff via the phone, email and IM 
  • Creating user accounts and managing access control based on company policies 
  • Analyzing and identifying trends in issue reporting and devising preventative solutions. 
  • Expected to offer suggestions for any noted process improvements and develop the new procedures. 
  • Log support tickets and assign tasks based on complexity to their correct Tier of support and engineering, for hardware Problems, Computer Upgrades, Networking Setup/Diagnoses, Software Problems, PC specific Issues and Troubleshooting 
  • Ability to use, teach & troubleshoot Microsoft Windows 7 Pro, MAC operating systems and Microsoft Office applications (Excel, Outlook, PowerPoint, Visio and Word) and Microsoft Publisher. 
  • Accountability
  • Development
  • Working relationships
  • Judgment
  • Quality of work
  • Job skills knowledge
  • Productivity
  • Dependability
  • Reliability
  • Written communication
  • Verbal communication
  • Manageability
  • Appearance
  • Teamwork
  • Guest satisfaction

  • High School Diploma or equivalent preferred
  • Minimum of four (4) years of network/ computer support experience or equivalent
  • Hospitality experience a plus
  • Proof of eligibility to work in the United States
  • Valid Driver’s License
  • 21+ years of age
  • Maintain a professional, neat and well-groomed appearance adhering to Company standards

  • Thorough knowledge of Microsoft Windows 7/8, Mac OSX, Microsoft Office for Windows and Mac, Outlook, iPads, and desktop systems and servers.
  • Basecamp familiarity
  • Proficient in Windows Office, Microsoft Office, Mac OSX, POS systems

  • Ability to work independently as well as in a team environment with patience, tact, and diplomacy
  • Must have strong problem-solving skills
  • Ability to communicate effectively and assertively in the English language, both verbally and in writing with staff, clients, and the general public
  • Ability to maintain a high level of confidentiality
  • Ability to write reports, business correspondence and procedure manuals
  • Ability to demonstrate a positive attitude at all times 
  • Ability to keep an open and objective view
  • Ability to listen empathetically and be respectful at all times
  • Ability to maintain composure and stay focused
  • Ability to maintain personal integrity
  • Ability to stay organized, handle various projects at one time, follow up and make accurate decisions
  • Ability to handle a fast-paced, busy, and somewhat stressful environment, and work under pressure and meet deadlines
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
  • Must have good positive energy to make it through the day
  • Must be able to read the computer monitors
  • Must be able to print legibly for guests to read
  • Must be observant and quick to respond to various situations
  • Must be fluent in both written and spoken English language
  • Must be able to move quickly through work and set the pace in the office and/or venue
  • Must be able to sit and/or stand for extended periods of time
  • Must be dexterous and able to participate in all service aspects.
  • Must be able to twist, tow (push or pull), reach, bend, climb and carry as necessary
  • Must be able to push and lift up to 50 lbs.
  • Ability to use hands to handle, or feel objects, tools or controls
  • Ability to reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl
  • Ability to talk, hear, taste, and smell
  • Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
  • Small to Medium office environment
  • Personal desk space
  • 10% Local Travel
  • Noise level in the work environment is usually moderate
  • Occasionally work in an environment that is subject to varying levels of noise, crowds and smoke, the severity of which depends upon Guest volume
  • Work varied shifts to include days, nights, weekends and holidays

  • Security Level – HIGH

Tao Group Hospitality


Las Vegas, NV
89109 USA



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