Immersion Hospitality Technical Support Analyst

Job Summary

The Technical Support Analyst provides technical support for hotel operations by troubleshooting and resolving issues related to Property Management Systems (PMS), Point-of-Sale (POS) systems, Citrix environments, Windows operating systems, hardware devices, and other hospitality technology platforms. This role serves as the first point of contact for hotel staff, vendors, regional IT teams, military personnel, and other users across various applications, ensuring minimal disruption to guest services and business operations.

Responsibilities

• Provide Level 1 technical support to hotel properties, military users, and corporate personnel.
• Troubleshoot and resolve issues related to hotel PMS applications, POS systems, and integrated hospitality software.
• Support and maintain Citrix virtual desktop and application environments.
• Diagnose and resolve Windows operating system issues on desktops, laptops, and servers.
• Assist users with troubleshooting hardware, including:
• PCs and laptops
• POS terminals
• Printers and receipt printers, Scanners, Mobile devices etc.
• Create detailed support tickets and accurately document issues, troubleshooting steps, and resolutions.
• Route and escalate tickets to the appropriate departments or support teams when necessary.
• Monitor Help Desk tickets and ensure timely resolution in accordance with Service Level Agreements (SLAs).
• Escalate complex technical issues to appropriate support teams, vendors, or regional IT personnel.
• Create and maintain troubleshooting documentation, knowledge base articles, and support procedures.
• Perform user account administration, password resets, and access management tasks.
• Support software installations, updates, and system configurations.
• Communicate effectively with hotel management, front desk staff, regional personnel, military users, vendors, and other operational teams.
• Participate in team meetings, training sessions, and continuous improvement init...