IT Systems Support Specialist

Position Summary

The IT Systems Support Specialist is responsible for owning the day-to-day delivery of IT support services across DKN Hotels' corporate office and hotel portfolio. This position serves as the primary technical resource for end-user support, managing incidents from initial request through resolution while owning the IT ticketing system and overall employee technology experience. The role supports Microsoft 365, Active Directory, Microsoft Entra ID, Windows endpoints, endpoint management, networking, cybersecurity, and enterprise business applications. Candidates are expected to independently resolve the majority of support requests while collaborating with the Director of IT on infrastructure, security, automation, AI, and strategic technology initiatives.

Essential Functions & Responsibilities

• Own the IT ticketing system and serve as the primary technical resource for end-user support.
• Manage support requests from initial contact through resolution, escalating only when elevated privileges, infrastructure changes, or specialized expertise are required.
• Troubleshoot Windows, Microsoft 365, networking, printers, mobile devices, business applications, and endpoint hardware.
• Use Active Directory, Microsoft Entra ID, Microsoft 365, Exchange Online, Microsoft Teams, and SharePoint.
• Support Microsoft Intune, Windows 365, endpoint deployments, software installation, patching, and device compliance.
• Troubleshoot DNS, DHCP, TCP/IP, VPNs, wireless networking, switching, routing, VLANs, and firewall connectivity.
• Monitor endpoint health and security alerts; assist with vulnerability remediation and security best practices.
• Perform root cause analysis, maintain documentation, and improve standard operating procedures.
• Utilize PowerShell and automation tools; assist with AI-powered automation and AI agents where appropriate.
• Coordinate onboarding/offboarding, asset management, infrastructure projects, hotel openings, and technology deployments.

Qualifications

3-5 years of professional IT support experience.

Strong Windows and Microsoft 365 support experience.

Experience with Active Directory, Microsoft Entra ID, Microsoft 365, Exchange Online, and Microsoft Teams.

Exposure to Microsoft Intune, Windows 365, and endpoint management.

Working knowledge of TCP/IP, DNS, DHCP, VPNs, switching, routing, VLANs, wireless networking, and firewall administration.

Experience supporting enterprise endpoint security and identity management.

Basic PowerShell scripting.

Ability to independently manage an IT support queue while balancing multiple priorities.

Strong troubleshooting, communication, customer service, and documentation skills.

Preferred Certifications

Cisco CCNA (preferred)

Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)

Microsoft 365 Fundamentals (MS-900) or Azure Fundamentals (AZ-900)

CompTIA Network+ or Security+

Equivalent hands-on enterprise IT experience will be considered.

Physical Requirements

Coordinate multiple tasks simultaneously; stand, sit, and walk for extended periods; lift up to 40 pounds; travel to hotel properties as needed.

Additional Comments

Maintain professionalism, confidentiality, safety, and security while demonstrating DKN Hotels' values and delivering exceptional service.