IT Specialist

Sensei Porcupine Creek is seeking an IT Specialist to join our team for our new retreat in Rancho Mirage. The IT Specialist is responsible for supporting the IT Manager and our Sensei Wellness Retreats in all IT areas, providing superior customer service to the team and ensuring an effective alignment of technology with our wellbeing programming. Additionally, Sensei develops its own technology, and you will be educated and responsible for supporting the tech/engineering efforts at the property and guest-facing level.  This position will require knowledge in hotel operations including GMS, POS, Spa itinerary, PMS, all retreat related software, TV and WIFI, and a curious adaptive mind to learn new wellness-oriented technology and equipment. Once onboarded, you will support and educate your peers on property around products and services to ensure that they are up-to-date and able to support both guests and other team members with Sensei technology. 

Responsibilities 

• Reports to the IT Manager and coordinates all necessary needs and requests
• Technical support of Sensei Wellness home-grown applications, partner devices including wearables, and staff and guest facing technologies.
• Creates and maintains technical documentation, including manuals, repair tickets, IT equipment inventory and ordering.
• Evaluates user needs, configures and installs new hardware & software
• Maintains detailed records of equipment, hardware and configurations
• Provides installation support and support for Apple Hardware, Windows Systems, Okta, Active Directory, macOS, Android, iOS, O365, Sonifi systems, Alice, Kandji, Opera, Book4Time, Micros/Simphony POS, AssaAbloy, Intelity, Guest internet, PMS system, IP PBX, Music, application, system deployments and other property related applications.
• Stays current and provides best practices for all team members regarding technology and training in addition to making recommendations to ensure network/systems are efficient and reliable
• Plans and implements upgrades and maintenance of existing hardware as projected and approved from the IT Manager
• Maintains documentation and licensure records for all purchased software. Stays current on all software and ensures upgrades are obtained and properly installed
• Assists with programming hardware for in-house systems
• Educates users to reduce reoccurring issues by offering solutions to problems in a proactive way
• Demonstrate a high level of service and participate in Help Desk ticket management.
• Provide support to systems users on a variety of issues with internal and external applications.
• Identify, research, and resolve basic to complex technical problems.
• Provide advanced trouble shooting to support team members.
• Manage on-going deployment, updates and prioritization of various application upgrades or development.
• Handle various IT projects on an ad hoc basis.
• Administer new hire technology needs.
• Install, configure and maintain personal computers, Windows networks, Apple workstations, file servers, network cabling, and other related equipment, devices and systems; add or upgrade and configure disk drives, printers and related equipment.
• Perform and/or oversee software and application installation and upgrades.
• Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational difficulties.
• Develop and conduct various training and instruction for system users on operating systems and other applications; assists users in maximizing use of networks and computing systems.
• Provide IT onboarding to new and existing team members.
• Manages multiple on-going projects.
• Must be available after business hours to address critical issues and/or deployments. Can explain and demonstrate all IT related systems and technology equipment on property
• Maintain a positive, upbeat role, promote and exemplify Company values and represents departmental objectives and interests to internal and external customers
• Develop and promote teamwork and cooperation among co-workers
• Comply with established safe work practices and attend to all safety-related training provided or made available by the Company.
• Leadership – Maintain a positive, upbeat role, promote and exemplify Company values and represents departmental objectives and interests to internal and external customers
• Customer Service – Follow up on complaints, questions, and concerns; respond to internal/external customer needs in a friendly, timely and efficient manner
• Teamwork - Develop and promote teamwork and cooperation among co-workers
• Safety – Comply with established safe work practices and attend to all safety-related training provided or made available by the Company.
• Due to the intimate nature of the resort with limited number of guests on property, must assist teams laterally across all departments to lead a seamless guest flow throughout the different resort spaces
• Perform other duties as assigned

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• BS in Computer Science or Computer Information System or a related field and/or equivalent IT experience of 5 years or more.
• 3-5 years of experience, including support of Apple Hardware including but not limited to macOS, Microsoft products and software. Opera, Book4Time, Micros/Symphony, Assaabloy key system, Intelity, Office365, Kandji, Okta, Asana, Jira, Confluence, Zendesk and other cloud based services. Active Directory, DNS, DHCP, OU, GPO, LAN, WAN, CAT6, Windows server, VMware, Backups, IP Cameras, IPTV, PBX and other property related technologies.
• 3+ years working in a hospitality IT environment and providing support
• Solid understanding of Okta, Active Directory (OUs, Permissions, GPO)
• Solid understanding of Office365 & Resort related PMS systems
• Experience with A/V conferencing systems (MS Teams and Zoom)
• Prior Experience working with a ticketing platform
• Working knowledge of other technology stacks such as Jira Cloud, Confluence, Kandji, Asana and Slack is a plus
• Basic understanding of networking (subnets, VLANs…)
• Excellent customer service and communication skills
• Excellent written and verbal communication skills
• Experience troubleshooting and maintaining printers
• Inventory management skills, a plus
• General understanding of enterprise network systems
• Ability to multi-task and manage multiple requests in a ticketing type system
• Ability to prioritize work based on business needs
• Must be flexible working in a hospitality environment that is 24 hours-a-day/ 7 days a week/ 365 days a year / this position will work on-call
• Must be highly self-motivated and comfortable in a proactive role
• Willingness to travel up to 25% and is able to pivot as new technology, opportunities and problem solving needs arises

Required Licenses/Certifications

• CompTIA A+, CompTIA, Network +, MCSE, MCSA, MCITP, Cisco/CCNA,VMware, or other IT industry standard certifications

About Sensei

Founded by Dr. David Agus and Larry Ellison, our ecosystem of products and experiences is designed with one intention: to empower you to grow well and lead the world toward greater wellbeing.

Based on Dr. Agus’ philosophy, Sensei believes we can guide our guests to greater wellbeing by offering experiential movement, rest and nourishment classes and programs. The launch of the Retreats wellness brand took place on Lana’i, Hawaii in partnership with Four Season’s lodging and food offerings by Nobu.  In this location, Sensei Porcupine Creek, Sensei is operating the lodging operation, as well as world-class golf, tennis, spa, fitness, movement, nutrition, meditative, enrichment and body assessment facilities. In addition, Sensei will run the F&B operation, as part of a licensing agreement with Nobu. Sensei programs and continuing learning sessions are high-touch, evidence-led and supported by the latest technology.  You can read our story here.

Traits We Value 

• Loves a good challenge
• Resourceful and adaptable
• A strong sense of curiosity
• Embraces feedback and constantly seeks to improve
• Collaborative and knows how to get things done as part of a team

Compensation & Benefits  

• Competitive compensation and benefits package
• 401k and FSA plans
• Wellness Benefit

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, sex (including gender identity or expression; pregnancy, childbirth, or related medical conditions), sexual orientation, age, religion, color, ancestry, disability (including association or relationship with an individual with a disability), marital status, National Guard obligation, genetic test results, arrest and court records, reproductive health decision, domestic or sexual violence victim status, breastfeeding requirements, assignment of income for child support obligations, or credit history or report.