IT Support Specialist

IT Support SpecialistOne Spa World is a worldwide provider and innovator in the fields of beauty, wellness, rejuvenation and transformation across the globe on cruise ships and on land. The company is dedicated to maintaining the highest quality standards and service delivery and is continually evolving to include all aspects of health and beauty while focusing on new advances within the spa, salon, fitness and wellness industry. Services include traditional and alternative massage, body and skincare treatment options, Ayurvedic treatments, comprehensive hair and nail services, mindfulness programs, fitness, acupuncture, herbal medicine, pain management, and Medi-Spa.The IT Support Specialist is responsible for providing technical support for a full range of business technology, including computer systems (hardware and software), network infrastructure, mobile devices, telephone systems, and audio-visual equipment. Must be able to independently assess a reported problem or failure using diagnostic methods and tools, determine the likely cause and take appropriate action to resolve the problem in a timely manner. Often collaborating with other resources (both internal and external), the IT Support Specialist must understand system interdependencies and avoid unintentional interruption of services during troubleshooting and problem resolution.Essential FunctionsHandling of support mailboxes: support ticket creation, resolution of issue, level assignment and escalation of issue if applicable.Installing and configuring computer hardware, software, systems, networks, printers, and scannersMonitoring and maintaining computer systems and networksResponding in a timely manner to service issues and requestsProviding technical support across the company (in person, over the phone or via email)User account maintenance: setup (new users), adds/moves/changes/terminations (existing users)Repairing and replacing equipment as necessaryTesting new technologyTrain staff across the organization on the usage of technologies used by OneSpaWorldHardware receiving, imaging and configuration when requiredProvide remote support to locations/vessels and other OSW entities when requiredAssist and participate in IT projects when requiredProvide development support for proprietary technologies or applications when necessaryProvide deployment support for all technologiesFlexible working hours to possibly include weekend coverage schedulePossible after-hours coverage on a rotation 2 days a week or as business requiresInternational travel may be requiredTeam ObjectivesTo participate and contribute to IT related projects when necessaryTo provide expertise and suggestions to meet IT related goals that may or may not be a part of the individual objectivesTechnical Qualifications & Knowledge Include:• 3+ years in IT support role and/or technical help desk support roleMicrosoft Certification (MCP, MCSE, MCSD, etc.) and/or other IT CertificationActive Directory (Administration)Understanding of networking technologies and conceptsExposure to CitrixSQL and SQL scripting a plusITIL Foundation certifications desirableTechnical Skills Include:Must be competent in Windows OS versions and Microsoft Applications (Word, Excel, etc.)Technical troubleshootingHave the ability to multitaskMust be able to prioritize under pressureClear, concise verbal and written communication skills a mustAdaptability to quickly adapt to changing prioritiesAbility to speak to and train non-technical users on proprietary software and other aspects of IT