IT Support Technician

Job Title: IT Support Technician

Department: Information Technology
Reports To: Director of IT
Employment Type: Full-Time

Position Summary

The IT Support Technician plays a key role in supporting the daily technology operations of the Southall Farm & Inn. This position provides technical assistance to staff, resolves guest-facing technology issues, maintains essential systems, and ensures a smooth and secure IT environment that enhances both operational efficiency and guest satisfaction.

Key Responsibilities

Technical Support & Troubleshooting

• Provide Level 1–2 support for hardware, software, network, and system issues.

• Respond to IT service requests from staff and assist guests with connectivity issues (Wi-Fi, and smart-room tech).

• Install, configure, and maintain computers, printers, POS stations, PMS, Hotel Operating Systems, VoIP phones, and mobile devices, etc.

• Timely support, troubleshooting and escalation of IT/AV issues to full resolution including:

• TV, Sound and Lighting Systems

• Cable Management for internal and guest facing areas

• Installing and decommissioning of hardware including switches, TVs, internal hardware, wireless APs, and others deemed necessary by immediate supervisor

• Collaborative meeting room equipment including touch screen monitors, microphones, speakerphones, projection, and other audio-visual equipment

• IT Hardware PCs, laptops, terminals, phones and tablets

• Internal business applications including Microsoft Office Suite, Microsoft Outlook and related applications

• Responsible for smooth functioning and co-ordination of?vendors?for Guest Internet,?Property Management Systems-PMS, Point of Sale -POS, IPTV, Telephone systems and other software vendors

Hospitality Systems Management

• Support and maintain hospitality-specific software such as Property Management Systems (PMS), Point-of-Sale (POS), reservation platforms, keycard systems, digital signage, and others as deemed necessary by your immediate supervisor.

• Monitor system performance and report/push updates as needed to reduce downtime.

Network & Infrastructure Support

• Assist with the maintenance and monitoring of the property's network, including guest and staff Wi-Fi, switches, and access points.

• Ensure that all networking equipment is operational and optimized for high-volume hospitality environments.

Security & Compliance

• Follow security protocols to protect guest data and hotel systems.

• Assist with user account management, device security, and access controls.

• Report security incidents or vulnerabilities promptly.

Operational Support

• Document troubleshooting steps and maintain accurate asset inventories.

• Coordinate with vendors and service providers for repairs, upgrades, or installations.

• Support IT-related aspects of events, conferences, and banquets when needed.

Qualifications

• 1–3 years of IT support experience; hospitality industry experience preferred.

• Strong understanding of Windows, MacOS, networking fundamentals, and common office applications.

• Familiarity with hospitality systems (PMS, POS, keycard systems, etc.) is a must.

• Solid customer service skills; ability to communicate technical information clearly to non-technical users.

• Must know the Network fundamentals, general network setup and device configuration (e.g., TCP/IP, DNS, DHCP)

• Ability to multitask in a fast-paced environment and respond promptly to issues.

Education

• Degree or diploma in Information Technology field highly preferred

• Microsoft certifications: MCSA, MCTS or MCITP for Windows Server, MCDST for workstations.

• Applicable cer