IT Support Specialist

Iskalo Development Corp. is seeking an Information Technology (IT) Support Specialist to provide responsive, practical technical support across Iskalo Development and its affiliated companies and properties. Unlike a typical help desk position, this role spans an unusually broad and varied technology environment, from standard office and business systems to building access and security controls, hospitality technology at two hotels, and support for Big Ditch Brewing's breweries and taprooms.

The person in this role will support computers, mobile devices, business applications, networks, telecommunications, copiers, audiovisual equipment, building system controls, and point of sale systems. It is an excellent fit for someone who enjoys learning new platforms, solving a wide range of problems, and rarely having two days that look the same.

The ideal candidate will have three to five years of experience providing technical or help desk support in a professional environment. This individual must be service oriented, organized, and comfortable troubleshooting issues independently while coordinating with external vendors and higher level support resources when necessary.

Compensation

The pay range for this position is $28.00 to $36.00 per hour. Actual pay within this range will depend on the candidate's experience, skills, and relevant qualifications.

What Makes This Role Different

This is not a single system, single office role. The IT Support Specialist supports a diverse portfolio of companies and technologies, which makes the work varied, hands on, and continually engaging:

• Iskalo Development office and business systems, both on prem and cloud based, primarily supported through a software defined wide area network (SD-WAN) and Microsoft 365 applications.
• Building system controls, including Paxton building access control and Ubiquiti security camera systems.
• Two hotels (Hyatt and Marriott), including property phone systems, Crestron audio and video management, and Toast point of sale.
• Big Ditch Brewing, supporting two breweries and two taprooms.

The variety of systems and locations offers strong opportunities to build a broad skill set that reaches well beyond a conventional corporate IT role.

Systems and Technologies You Will Support

Office and Business Systems

• Microsoft 365 and Windows environment (Outlook, Word, Excel, Teams, and related applications).
• Sage 300 CRE accounting and business software.
• Computers, mobile devices, printers, copiers, and standard office technology.

Building System Controls

• Paxton building access control systems.
• Ubiquiti security camera systems.

Hospitality Technology (Hyatt and Marriott Hotels, Big Ditch Brewing Company)

• Hotel property systems for the Hyatt and Marriott brands.
• Property phone systems.
• Crestron audio and video management systems.
• Toast point of sale (POS) systems, used across the hotels and Big Ditch Brewing locations.
• Big Ditch Brewing Company's two breweries and two taprooms, including point of sale, networking, and related equipment.

Essential Duties and Responsibilities

• Serve as a primary point of contact for technical support requests from employees across all Iskalo Development locations and affiliated companies.
• Acknowledge, document, prioritize, track, and resolve reported technical issues in a timely manner.
• Diagnose and resolve common hardware, software, network, internet, phone, voicemail, copier, mobile device, and audiovisual equipment issues.
• Train and coach staff on the effective use of technology, resolving issues directly and showing employees the correct process so recurring problems are reduced.
• Create, improve, and maintain documentation and simple runbooks for systems, configurations, vendor accounts, and common issues, so support knowledge is retained and future onboarding is faster.
• Install, configure, repair, replace, and relocate computers, phones, peripherals, and other technology equipment.
• Create and deactivate user accounts, reset passwords, and assign appropriate user groups and access privileges.
• Support building system controls, including Paxton access control and Ubiquiti security camera systems, such as user credentials, cameras, and related devices.
• Provide technology support for the Hyatt and Marriott hotels, including property phone systems, Crestron audio and video systems, Toast point of sale, and guest and back office technology.
• Support Big Ditch Brewing's two breweries and two taprooms, including point of sale, networking, and related equipment.
• Provide ongoing support for Sage and other business applications and assist employees with their effective use.
• Coordinate and implement application updates and upgrades.
• Assist with testing, implementing, and supporting new applications and systems designed to improve organizational efficiency.
• Coordinate with internal project teams and external vendors when planning and implementing network systems and facility wiring.
• Inspect network, security, server, and telecommunications equipment to evaluate its condition, identify necessary repairs, and recommend preventive maintenance.
• Maintain accurate technical documentation, system information, and equipment specifications.
• Maintain the company's technology asset inventory and conduct routine equipment audits.
• Escalate unresolved or complex issues to the appropriate vendor or higher level support resource and follow through until resolution.
• Participate in team meetings in person and through Microsoft Teams.
• Protect confidential and sensitive company and employee information.
• Maintain a professional and positive image of Iskalo Development Corp. and its affiliates.
• Perform other duties as assigned by leadership and management.

Qualifications

• Associate degree in information technology, computer science, or a related field preferred. A combination of education and relevant experience will also be considered.
• Three to five years of experience in an IT support, help desk, or similar technical support role preferred.
• Experience supporting users in a professional or corporate environment preferred.
• CompTIA A+, Network+, Security+, Azure, and ITIL certifications strongly preferred but not required.
• Previous customer service experience strongly preferred.
• Valid driver's license and reliable access to a personal vehicle for occasional local travel to affiliated properties.

Knowledge, Skills, and Abilities

• Working knowledge of computers, operating systems, mobile devices, phone systems, network connectivity, and common office technology.
• Experience with open source applications preferred but not required.
• Hands on experience diagnosing and resolving hardware, software, and other basic technical issues.
• Proficiency with Microsoft 365 applications, including Outlook, Word, Excel, and Teams.
• Strong verbal and written communication skills, with the ability to explain technical information clearly to users with varying levels of technical knowledge.
• Ability and willingness to train and coach non technical staff, showing them how to use technology correctly rather than only fixing the immediate issue.
• Strong documentation habits, with the ability to write clear instructions and runbooks that others can follow.
• Strong customer service orientation and the ability to respond professionally and patiently to support requests.
• Excellent organizational skills, attention to detail, and follow through.
• Ability to prioritize multiple requests and respond appropriately to urgent technical needs.
• Self motivated, solution oriented, and able to work effectively both independently and as part of a team.
• Ability to establish positive working relationships with employees, colleagues, vendors, and other business partners.
• Willingness and ability to learn new systems quickly across a wide range of platforms.

Preferred but Not Required

• Exposure to building access control systems such as Paxton.
• Exposure to internet protocol (IP) based security camera systems such as Ubiquiti.
• Experience with Crestron audio and video systems.
• Experience with Toast or other point of sale systems.
• Experience with Sage or similar accounting or enterprise resource planning (ERP) software.
• Familiarity with hospitality technology or hotel property systems.
• Familiarity with a construction, real estate, hospitality, or property management environment.

Physical Requirements and Work Environment

• Work is primarily performed in a modern, well lit office environment, with regular visits to affiliated properties.
• Regular use of computers, phones, copiers, and other standard office and technology equipment is required.
• Must be able to sit or work at a computer for extended periods.
• Must be able to walk, stand, bend, reach, and climb stairs.
• Must be able to lift, carry, install, and relocate computers and related technology equipment.
• Occasional local travel to Iskalo Development properties and affiliated locations is required.

Iskalo Development Corp. is an equal opportunity employer.