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IT Help Desk

Principle Responsibilities & Position Purpose:

Responsible for Information Technology issues, products, and services at the property. Provides user training and support of all property/site systems, network enhancements, hardware and software support. Maintains inventory of all hardware products and software licenses, and reviews maintenance agreements. 


Property Support

  • Coordinates design and implementation with Director Technology Services to ensure alignment with area/cluster objectives and corporate strategic IT direction.
  • Identifies and implements solutions to user challenges and concerns associated with the use of personal computer equipment.


  • Performs his/her duties as Edward Hotel & Convention Center Technology Network Administrator in compliance with HHC Standards.
  • Coordinates upgrades and maintains the directory structure on network servers.
  • Monitors, Diagnoses and adjusts performance on LAN and network servers.
  • Manages shared technology resources.
  • Insures standard LAN backup and archiving procedures on network servers.
  • Insures periodic preventative maintenance on machines to ensure their reliability and availability.
  • Sites specific essential functions & supportive functions.


  • Works closely with property management to ensure smooth running of the network and assist in helping to maintain the site systems.
  • Manages/directs hardware, software, and network setup and installation, ensuring compliance with HTN standards and certification process, including acceptance testing and providing direction to outside installation resources.
  • Supports on-site users and guests. Supports related to software applications, hardware and network connectivity
  • Manages and maintains costs in accordance with budgetary guidelines.
  • Regular attendance in conformance with the standards, which may be established by Edward Hotel & Convention Center from time to time, is essential to the successful performance of this position.
  • Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.



In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based upon the particular requirements of the company.

  • Assist with other areas of Technology Services as required.
  • Support hotel guests as needed.


Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 hours; Constant – 6-8 hours.

Physical Activity                                    Frequency

Sitting                                                   Frequent

Walking                                                Frequent

Climbing stairs                                      Frequent

Crouching/Bending/Stooping                 Frequent

Reaching                                              Frequent

Grasping                                               Frequent

Pushing/Pulling                                     Frequent

Near Vision                                           Constant

Far Vision                                             Constant

Hearing                                                 Constant

Talking                                                  Constant

Taste                                                    Never

Lifting/Carrying (# lbs.)                          Occasional 50+ lbs.

Travel                                                   Occasional


Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.



The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

  • Excellent project management skills.
  • Excellent verbal and written communication skills.
  • Extensive experience with LAN/WAN environment and architecture.
  • TCP/IP.
  • Extensive knowledge of systems integration.
  • Ability to work well with people who possess varying technical abilities.
  • Familiarity with the following software applications:
  • MS/IBM Dos
  • Internet Access (VPN Support)
  • MS Office 2000/XP
  • MS Windows NT/2000 Server/Advanced Server
  • MS Exchange
  • Remote support software
  • Outlook/Outlook Web Access
  • MS Windows 95/98/NT & 2000 Workstation/XP Professional
  • Citrix Winframe
  • Adobe/Adobe Reader


Education in related field or comparable certifications and experience.


Systems management and support experience preferred. Previous hospitality systems experience preferred.


Microsoft certified strongly preferred.


All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.


Additional language ability preferred.


The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.

Upon employment, all employees are required to fully comply with Edward Hotel & Convention Center rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

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