IT Technician II

• Provide Tier 2 support for escalated technical issues involving hardware, software, networking, and hotel systems.

• Excellent computer proficiency and troubleshooting (MS Office - Word, Excel, PowerPoint and Outlook).

• Maintain, troubleshoot and provide basic support for hotel-specific systems such as PMS (e.g., Opera), POS (e.g., MICROS, Symphony), key card systems, key control system, and guest Wi-Fi.

• Monitor and maintain network infrastructure, including Unifi switches, routers, firewalls, and wireless access points.

• Assist in the planning and execution of IT projects, including system upgrades, migrations, and new technology rollouts.

• Ensure compliance with data security policies and assist with audits and risk assessments.

• Write and maintain accurate documentation of systems, configurations, and standard operating procedures.

• Train and support hotel staff on IT systems and best practices.

• Coordinate with vendors and service providers for technical support and procurement.

• Provide on-call support as needed, including weekends and holidays.

• Provide support for PCs, printers, copiers, and other end-user devices.

• Reimage computers and perform software installations, updates, and removals.

• Maintain and troubleshoot enterprise-grade server hardware and software.

• Rack and cable IT equipment in network/server rooms.

• Apply foundational networking knowledge (OSI model, routing, switching, firewall configuration).

• Support hospitality systems including: o Property Management Systems (PMS) o Guestroom entertainment platforms o Guest Wi-Fi networks o Hotel phone systems

• Perform software maintenance including antivirus management and user data backups.

• Handle hardware maintenance: upgrades, provisioning new computers, and network wiring.

• Maintain accurate inventory of all IT assets and ensure records are up to date.

• Deliver user support and troubleshooting aligned with IT best practices.

• Perform related duties as assigned by the General Manager.

Hilton Waikiki Beach Hotel is looking for a Part Time on-site IT Technician II who will be responsible for supporting and maintaining the hotel's IT infrastructure, ensuring optimal performance of systems critical to daily operations and guest satisfaction. This position requires a proactive, solutions-oriented professional with strong technical skills and the ability to work independently on complex issues. The IT Technician must be reliable and able to work varying schedules, have excellent verbal and written communication skills and be able to meet and exceed Hilton service delivery standards to both internal and external customers. This position reports to the General Manager. The ideal candidate must have: Essential Skills:

• Solid understanding of telecommunications and networking concepts (OSI model, VLANs, VoIP, firewalls).

• 2 - 4 years of experience with Microsoft 365 Office and basic troubleshooting.

• Must be able to work under pressure and meet deadlines while maintaining a positive attitude and exemplary customer service.

• Ability to work independently and carry out assignments to completion within given parameters.

• Reliable personality with a professional demeanor and appearance.

• Able to follow written and oral instructions effectively.

• Strong communication skills with users and regular reporting to management.

• Awareness of current technologies and best practices in IT support.

• Strong understanding of company values and a focus on customer satisfaction.

• Self-driven and resourceful in problem-solving.

• Maintains composure and clarity during crisis situations. Education and/or Work Experience:

• Associate's degree or higher in Information Technology, Computer Science, or related field preferred.

• 3 or more years of experience in enterprise IT environments working with business IT systems; with at least 1 year in a hospitality or service-oriented environment.

• 2 years of user support experience

• Strong knowledge of Windows Server, Active Directory, networking (TCP/IP, DNS, DHCP), and virtualization (e.g., VMware or Hyper-V).

• Experience with hotel systems such as OnQ, Opera PMS, MICROS POS, and guest internet solutions.

• Excellent communication, organizational, and customer service skills.

• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.

• Strong troubleshooting skills and ability to work independently.

• Familiarity with hotel technology systems and basic networking principles.

• Ability to work flexible hours, including occasional weekends or holidays.

• Preferred Certifications: such as CompTIA A+, Network+, or Security+, or Microsoft

• Experience with Windows 11 workstations and Windows Server 2019, as well as hospitality systems.

• Familiarity with robotics or automation platforms is a plus

• Demonstrated ability to work under pressure and meet deadlines while maintaining a positive attitude and providing exemplary customer service.

• Reliable personality, professional demeanor and appearance

• Consistent awareness of the latest technologies and best practices in IT support, 3 or more years of experience in enterprise IT environments working with business IT systems; with at least 1 year in a hospitality or service-oriented environment.

Pay range: $34.10/hour

Our Benefits

• Enjoy discounted hotel room stays for you and your family WORLDWIDE through the Go Hilton travel discount program
• Group Health Insurance (with a paid opt-out option)
• Recognition programs
• Paid Vacation, Sick Leave, Holidays
• 401(k) with company match