IT Support Technician

Hyatt Hotels Corporation seeks an enthusiastic to join our IT Concierge Services. In this role, you will be collaborating closely with the various IT teams, where you'll be instrumental in continuing to make Hyatt a leading hospitality company. You will be part of a team that is passionate about diversity, equity and inclusion, committed to nurturing curiosity and new skills, and building connections across the organization with stakeholders, colleagues and guests., IT Corporate Support Technician is primarily responsible for providing day-to-day technical support while quickly establishing rapport and troubleshooting a varying severity of technical support issues within the Hyatt corporate office community. This position involves responding to customers' requests, personally visiting associates to troubleshoot the nature of the issue and taking the necessary course of action to resolve it. The IT Corporate Support Technician is responsible for employing IT Service Management (ITSM) repeatable processes that are measurable, logging and tracking of all communications received into Hyatt's ticketing system and applying continuous improvement.

• Responds to customer technical inquiries through various media (phone, ticket, email, "shoulder-tap", etc.) to ensure customer needs are met

• Assists the customer in resolving technical issues and requests by providing guidance regarding software and hardware problems

• Performs after-incident follow-ups with customers to ensure that customer inquiries are resolved to their satisfaction and within the defined timeframes

• Ensures tickets are kept current while following defined processes

• Provide frontline technical support by diagnosing, troubleshooting, and resolving hardware, software, and peripheral issues for end users to keep their workstations operational.

• Manage and track support requests through a ticketing system, ensure timely resolution or escalation, and deliver a high level of customer service while maintaining IT standards and documentation., The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

We welcome you:

Research shows that individuals tend to apply to jobs, only if they meet all the listed job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We'd love to consider your unique experiences and how you could make Hyatt even better.

The salary range for this position is $56,800 - $71,000

The final pay rate/salary offered to the successful candidate will depend on experience, skill level and other qualifications for the role, as well as the location of the performance of work. Pay for the successful candidate will meet local requirements, including the local minimum wage rate.

We value our relationships with recruitment partners and require that agencies contact us first before submitting any candidates. Hyatt will not be responsible for any fees and obligations associated with unsolicited submissions unless a formal agreement is in place.

As our ideal candidate, you understand the power and purpose of our culture of care, and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect and Wellbeing. You enjoy working with others, are results driven and are looking for a variety of opportunities to develop personally and professionally., * Minimum of 2 years of technical support experience; within a corporate environment

• End - user hardware and device troubleshooting - Proven experience diagnosing, repairing, and supporting desktops, laptops, mobile devices, printers, and peripherals across multiple manufacturers

• Customer-facing support and communication experience - Demonstrated ability to deliver high-quality customer service, clearly communicate with both technical and non-technical users, and maintain professionalism in a fast-paced environment

• Strong understanding of ITIL frameworks and best practices; ITIL certification (v3 or v4) is highly desirable

• Proven ability to execute strategies that integrate automation and emerging technologies to improve customer experience and operational efficiency

• Adaptable and with intellectual ability to thrive in a demanding, fast moving, and customer focused environment

• Ability to maintain confidentiality with information or items as required

• Ticketing system and ITSM experience - Hands-on experience managing incidents and service requests through a ticketing system (ServiceNow preferred), including documentation, prioritization, and escalation

Experience Preferred:

• Experience with ticketing management systems (ServiceNow preferred)

• Experience with active directory or an Identity Management System (Omada)

• Work-life benefits including wellbeing initiatives such as a complimentary Headspace subscription, and a discount at the on-site fitness center

• A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption

• Paid Time Off, Medical, Dental, Vision, 401K with company match

At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues and our guests have been at the heart of our business and helped Hyatt become one of the best, and fastest growing hospitality brands in the world. Our transformative growth and the addition of new hotels, brands and business lines can open the door for exciting career and growth opportunities to our colleagues. As we continue to grow, we never lose sight of what's most important: People. We turn trips into journeys, encounters into experiences and jobs into careers. Why Now? This is an exciting time to be at Hyatt. We are growing rapidly and are looking for passionate changemakers to be a part of our journey. The hospitality industry is resilient and continues to offer dynamic opportunities for upward mobility, and Hyatt is no exception. How We Care for Our People What sets us apart is our purpose-to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. Our care for our colleagues is the key to our success. We're proud to have earned a place on Fortune's prestigious 100 Best Companies to Work For® list for the last ten years. This recognition is a testament to the tremendous way our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy and respect, and making sure everyone feels like they belong.