Job Purpose

Provides technical support by applying basic understanding of computer systems, products and services. Helps maintain information technology service, functionality and user satisfaction by answering questions and/or resolving routine problems.

Essential Job Results

Provides technical support by applying basic understanding of computer systems, products and services in one of the following areas: help desk, PC/desktop systems or computer operations. Supports business operations by providing technical support and delivering reliable high performance applications and technical services. Monitors and controls systems, applications or equipment. Resolves issues regarding operations, including installations, setups, error messages, on-line transactions, system status or downtime procedures. Ensures user satisfaction by diagnosing and quickly resolving issues using established guidelines. Takes the necessary steps to recognize, research, isolate and resolve problems. Escalates more complex problems as appropriate. Maintains service and proper systems function by interacting with network services, software systems engineering, applications development or other information systems contacts to identify and resolve problems. Provides accurate documentation of issues and activity by maintaining a trouble shooting tracking log. Provides accurate accountability and shift transition. May provide proper tape validation for back-ups and offsite storage rotation by monitoring tape library activities for all systems. Protects the Company by handling business sensitive information with appropriate confidentiality.

Experience

• Minimum 12 to 18 months related experience in area of specialty.
• Proven customer service experience.

Education

• High School degree or equivalent certification.
• College level course work in Computer Science, Data Processing or related field.

Skills

• Basic proficiency in Microsoft Office Suite.
• May require intermediate proficiency in a particular application or applications.
• May require technical skills in any combination of the following areas: Networks transmitting Voice/Data/Fax and LAN/WAN communications, TCP/IP or VSAT; SCAT, LYNX, Peoplesoft, CPM, Goldmine; A+, Net+.
• May require familiarity with telecommunications, PC, mainframe or other information systems equipment.

Accountability

• Works under general supervision and follows established procedures.

Knowledge

• Familiar with relevant policies, procedures and guidelines specific to the job.
• Basic technical know-how to meet job standards.

Relationship Management

• Conveys and obtains information internal to the department.

Problem Solving:

• Resolves routine problems.
• Knows when to escalate problems.

Other Requirements

• Resolves routine problems.
• Knows when to escalate problems.

Benefits Summary for Full Time Employees (work 30 + hours per week)

Available Day One:

*     Medical/Dental/Vision

*     Vacation/Sick/Floating Holidays - accruals start

*     401K - company match and direct contribution

*     Employee discounts/Hotel discounts

*     Financial and health wellness programs

Equal Employment Opportunity

Best Western International, Inc. (the "Company") maintains a policy of equal employment opportunity for all employees and qualified applicants for employment without regard race (including hair textures and hair styles associated with race), color or pigmentation, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, alienage or citizenship status, caste, age, disability, gender, gender identity or expression, sex, sexual orientation, LGBTQ+ individuals, height, or weight, pregnancy status, childbirth, or related medical conditions, genetic information, uniformed service or veteran status, marital status or any other characteristic protected by applicable federal, state, provincial, or local laws. The Company’s equal employment opportunity policy applies to all aspects of employment with the Company, including but not limited to, hiring, promotion, transfer, benefits, discipline and termination.

If you have concerns about improper conduct related to equal employment opportunity, please report your concerns immediately to your supervisor, a member of the Human Resources Department, or a member of the Executive Team. The Company will investigate all reports of improper conduct and will take appropriate action. No adverse action will be taken against anyone who, in good faith, reports such conduct, and employees, therefore, can and should raise concerns without fear of retaliation.