IT Technician - HotSpot

Job Description

Job Number 24159524
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY

Responsible for all aspects of technical assistance and exemplary customer interaction support for the Marriott walk up and remote service branded, The HotSpot. Work as a member of the IT HotSpot team and functions as a technical expert in the laptop and mobile technology areas. Resolve and make decisions on moderate to complex incidents with limited to moderate risk. Ensure high quality and polished customer service.

CANDIDATE PROFILE

Education and Experience

Required:

• Bachelor’s Degree, or the equivalent combination of education, technical training, or work/military experience
• Minimum of 2 years of relevant experience working in a walk up or deskside environment in a professional environment
• Minimum 2 years of hands on experience with installing, configuring and troubleshooting Office 365, MS Windows 10, MS Teams, SharePoint, OneDrive, printer troubleshooting. Experience with iOS operating system and Apple technologies
• Excellent customer service and interpersonal skills

Preferred:

• Previous experience in a fast-paced walk-up support or Service Desk role
• Excellent communication skills and problem solving ability
• Demonstrated ability to work independently and with others
• Proven ability to effectively prioritize and execute tasks in a high-pressure environment
• Previous experience in the walk up technology centers (Apple Genius Bar)
• Technology related professional certifications
• Familiarity with Active Directory and general networking troubleshooting
• Experience in IT customer service environment using Service Now ITSM
• Strong Apple and Android device knowledge and troubleshooting capabilities
• Working knowledge of server architecture and administration.
• Networking devices and other infrastructure components (to include Wireless technologies).

CORE WORK ACTIVITIES

• Provides on-site walk-up support and remote technical support and problem resolution to include but not limited to: Windows 10, O365, Outlook, Teams, Apple Mac, iPhone and iPad support
• Delivers training and seminars for existing Marriott technologies and potential new technologies
• Support technology showcase events at the IT HotSpot
• Provides content for IT HotSpot Tips and Tricks
• Responsible for adhering to established quality control and security protocols
• Builds, leverages, and maintains effective alliances across technical and business community.
• Interacts with customers to achieve efficient, effective results
• Multi-tasks and prioritizes in accordance with business priorities and executive availability requirements
• Records and responds to user queries using the incident management system (SNOW)
• Maintains ownership of customer problems until a mutually satisfactory resolution is obtained
• Escalates technical issues appropriately to other team members or other teams
• Identifies and highlights persistent problems
• Escalates issues to senior members of the team or Executive/HotSpot Support Management
• Participation in team meetings
• Other duties as assigned

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.