End User Computer Support Analyst

As part of Sage Hospitality Group , we passionately strive to be the best and create excellence in everything we do. We believe in enriching lives one experience at a time. More than a slogan, we empower our employees to make positive impacts on the communities in which we live and work. By providing genuine service we build relationships with our guests and value for our shareholders, and we create unforgettable experiences.

We are looking for independent thinkers. Those who harness their entrepreneurial spirit so that it breaks preconceived notions. We’re not afraid to forge our own path. After all, it’s what industry leaders do. That’s why we welcome risk takers and creative spirits alike. No matter your daily role, Sage recognizes that your success is about more than the work you do—it’s really about who you are, which is why we invest in your personal and professional growth. We hope you consider joining us!

The End User Computing Support Analyst, under general supervision, provides solutions to internal customers’ needs by providing appropriate computer and software support and management, administration of Cloud Services, service ticketing queue management, and junior system administrator functions.

• Professionally delivers Tier I -III IT support in accordance with IT service level objectives for end user computing environments.
• Resolves intermediate complex Tier II -III end user support for hotel and restaurant property-level customers.
• Responds to and resolves incidents regarding hardware and software issues on end user computing devices.
• Collaborates with team members on the maintenance of existing supported environments.
• Administers cloud SaaS environments and helps to drive a “Cloud first” infrastructure for the organization Images and distributes new and existing computer systems.
• Adeptly corrects software configuration issues.
• Prepares and updates support documentation for end user computing environments.
• Diagnoses, maintains and repairs printer function.
• Serves as main point-of-contact for end user support -Receives, updates, and tracks service tickets to resolution.
• Works with IT team members and third-party support providers to resolve more complex computing problems.
• Tracks service requests to identify areas requiring out-of-the-box thinking to improve end user experiences.
• Communicates effectively with end users and team members to ensure effective support.
• Perform other tasks and responsibilities as assigned.

Education/Formal Training

• High school education or equivalent experience, college degree or pursuit of degree preferred.
• CompTIA A+ certification preferred

Experience

• 2–4 years of experience in a customer support or systems administration role

Knowledge/Skills

• Must hold a valid Colorado driver’s license and be willing to undertake limited travel to the various Sage Hospitality locations.
• Familiarity with current technology standard concepts, practices and procedures is essential.
• Strong knowledge of Windows 10, Mac OS, Microsoft Office 365 Administration, Box and other software technologies.
• Strong PC hardware skills are a must
• Working knowledge of supporting Citrix environments, SSO (especially Okta), cloud storage, and other SaaS solutions is preferred
• Administration of Virtual Desktop Infrastructure (VMWare)is strongly preferred
• Working knowledge of laptops, thin clients, zero clients, printers, and networking hardware and various software components
• Strong documentation skills
• Excellent attention to detail and multi-tasking skills
• Experience with the use of PowerShell Scripts
• Experience with corporate phone systems

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent hearing required for telephone inquiries and client and associate handling.
• Bending/kneeling - repeated bending and kneeling required while filing, Mobility - must be able to reach all areas of hotel and building locations to assist clients.
• Exerting 10-50 pounds of force occasionally and/or greater than negligible up to 10 pounds force constantly to move objects.
• Requires sitting most of the time, but does entail walking, standing and carrying of up to 15 pounds short distances.
• Requires a significant amount of repetitive motion for keyboarding.
• Requires bending, reaching, oral communication skills, analytical skills and special visual considerations such as color selection/evaluation.

• Unlimited paid time off
• Medical, dental, & vision insurance
• Eligible to participate in the Company’s 401(k) program with employer matching
• Health savings and flexible spending accounts
• Basic Life and AD&D insurance
• Company-paid short-term disability
• Paid FMLA leave for up to a period of 12 weeks
• Employee Assistance Program
• Great discounts on Hotels, Restaurants, and much more.
• Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral.