IT Support Technician

Description

Position Overview

The IT Support Technician serves as the frontline face of IT support for Koury Corporation, providing prompt technical assistance across both corporate offices and hotel properties. This is a generalist support role dedicated to achieving high First Call Resolution (FCR) for hardware, software, and operational system issues.

Working closely with standard operating procedures and knowledge base runbooks maintained by the IT Support Lead, the IT Support Technician troubleshoots, resolves, or properly routes service requests for approximately 1,000 employees.

What You'll Do:

• Answer help desk calls, reply to tickets, and assist walk-up users with everyday tech problems.
• Unbox, configure, deploy, and fix Windows PCs, laptops, monitors, POS terminals and peripherals..
• Handle password resets, new user setups, and account updates in Microsoft 365 and Active Directory.
• Perform basic troubleshooting for hotel front-desk systems and restaurant point-of-sale (POS) hardware using existing guides.
• Manage Hospitality vendor escalations and technical support tickets for a variety of services/products.

• Follow and assist with improvement of IT support documentation to resolve common issues quickly.
• Keep ticket notes clear and detailed. If an issue is complex or recurring, gather the details and pass it cleanly to the IT Support Lead.
• Drive locally between our Greensboro properties to provide hands-on help when remote fixes aren't enough.

Requirements

What you Need:

• 1-3 years of hands-on, corporate help desk support experience or Associate degree in IT with CompTIA A+ certification.
• Everyday troubleshooting knowledge of Windows 10/11 and Microsoft 365 apps (Outlook, Teams, Word, Excel).
• Comfortable setting up dual-monitor desks, swapping power supplies or cables, and troubleshooting local network connections (Ethernet, Wi-Fi, basic IP checks).
• Patient, clear communicator who enjoys helping people face-to-face and over the phone.
• Valid driver's license and a reliable vehicle for local travel between Greensboro locations.

Preferred Qualifications (Nice to Have):

• Practical experience with hybrid Office365 and Entra environments, Active Directory, DNS, and group policy.
• Prior experience or familiarity working with or troubleshooting hotel Property Management Systems (PMS) or restaurant Point of Sale (POS) hardware (Micros, Simphony, Oracle Cloud, Lightspeed, various card readers).
• CompTIA A+, Network+, or Microsoft Fundamentals MS-900/MD-102
• Previous exposure to ticketing systems (JIRA Service Management, Zendesk, etc..)
• Understanding of RMM tools such as NinjaOne and basic exposure to PowerShell commands.
• Experience setting up and troubleshooting conference room presentation systems, TV displays, webcams, or Microsoft Teams Rooms.