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Reporting to the Manager, IT Corporate Support, the IT Corporate Support Technician, is primarily responsible for providing day-to-day technical support while quickly establishing rapport and troubleshooting a varying severity of technical support issues within the Hyatt corporate office community.

• Responds to customer technical inquiries through various media (phone, ticket, email, "shoulder-tap", etc.) to ensure customer needs are met
• Assists the customer in resolving technical issues and requests by providing guidance regarding software and hardware problems
• Performs after-incident follow-ups with customers to ensure that customer inquiries are resolved to their satisfaction and within the defined timeframes
• Identifies, evaluates, and prioritizes customer requests and issues to ensure that inquiries are successfully resolved
• Escalates issues within the defined standards
• Assists in the development of defined standards to resolve specific sets of requests / incidents
• Ensures tickets are kept current while following defined processes

• Responsible for imaging, moving, adding, changing, and deleting (IMAC/D) of computers according to defined processes
• Tracks Hyatt technical assets (hardware and software) in Hyatt specified asset tracking database
• The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary (included in all job descriptions).
• Identifies opportunities to commoditize support procedures and assist in transferring it to the support team closest to initial customer contact

Experience

• Minimum of 2 years of technical support experience; within a Corporate environment

• Minimum of 2 years of technical support experience; within a customer facing environment

Education

• Bachelor's degree or higher (preferred); concentration in Computer Science or comparable field

Additional Comments and Requirements:

• Excellent verbal, written, interpersonal, and organizational skills a must

• Adaptable and with intellectual ability to thrive in a demanding, fast moving, and customer focused environment

• Ability to maintain confidentiality with information or items as required

• ServiceNow experience a plus, but not mandatory