EAST, Miami
JOB DESCRIPTION
Position Title:
Entry Level IT Support Analyst
Date 5/2/2025
Department: Technology
Report to:
Director of Technology
Nature of the Job
Basic Purpose & Objective of the Position
The Entry-Level IT Support Analyst is responsible for prioritizing user requirements and understanding both business and technology needs to support daily IT operations. This role involves designing and implementing efficient IT processes, assisting with technical support, and maintaining accurate documentation. The analyst gathers feedback from end users to help improve systems and workflows, while also supporting tasks such as user onboarding, contract organization, and internal communication with vendors. The focus is on ensuring smooth, responsive IT service delivery and contributing to continuous improvement within the department.
Main Duties
Customer Services Delivers the brand promise and provides exceptional guest service at all times. Provides excellent service to internal customers. Handles all guest and employee complaints and inquiries in a courteous and efficient manner. Communicates immediately all guest complaints to E-services Managers. Maintains positive guest and colleague interactions with good working relationships. To provide supervisory duties during rotational coverage hours for staff level. Financial
Ensures that all hotel, company and local rules, policies and regulations relating to money handling and licensing are adhered to. Operational
Basic Technical Support
Respond to user requests for help with hardware, software, and access issues. Log, track, and update tickets in the IT support system.
Documentation & Data Entry
Maintain and organize IT documentation, including contracts, NDAs, and vendor records. Assist in updating templates for onboarding, new devices, and standard procedures.
User Onboarding & Setup
Help prepare and configure workstations for new users. Set up user accounts, email, and basic system access under supervision.
Routine Maintenance Tasks
Follow checklists for recurring tasks such as software updates, backups, and system checks. Assist in tracking IT assets and updating inventory records.
Vendor Coordination Support
Communicate with vendors for basic service requests or follow-ups. Maintain logs of vendor interactions and contract timelines.
System Use Feedback
Collect feedback from users on recurring issues or inefficiencies. Report fi ndings to the IT team to support process improvements.
Support for Audits & Compliance
Assist in gathering and organizing documentation needed for internal or external audits. Ensure that records are stored properly and are easily accessible.
Team Collaboration
Work closely with IT team members to support ongoing projects and daily operations. Participate in team meetings and contribute to shared goals.
People Development
Supports Swire Hotels' cultural and people development implementations and characteristics. Other Duties
Attends and contributes to all training sessions and meetings as required. Exercises responsible behavior at all times and positively representing the hotel team and Swire Hotels. Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organizations. Reads the hotel's Employee Handbook and have an understanding of and adheres to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety. Ensures high standards of personal presentation and grooming. Responds to changes within Guest Experience, as dictated by the industry, company and hotel. Carries out any other reasonable duties and responsibilities as assigned. Skills, Qualifications and Experience Requirements
Strong communication skills, both written and verbal. Maintains strong attention to detail in high-pressure situations. Solid understanding of business practices with fundamental understanding of project management methodology. Requires excellent hands on IT skills and knowledge. Strong skills in working with relational databases. Strong skills and ability to troubleshoot issues quickly, and find solutions to solving them independently in a timely manner. Exhibit good knowledge of Microsoft Office, Excel, and other applications. Great knowledge of IT processes and willingness to constantly update knowledge. Inbuilt ability to multi-task, working on more than one issue simultaneously. Able to carry out tasks with little or no supervision. Preferred 4 years prior Information Technology experience required Minimum: Bachelor's degree in Computer Science or a related field
I have read this Job Description and fully understand and agree to follow the outlined duties above.
Printed Name of Employee:
Today's Date:
Employee's Signature:
Position Title:
Entry Level IT Support Analyst
Date 5/2/2025
Department: Technology
Report to:
Director of Technology
Nature of the Job
Basic Purpose & Objective of the Position
The Entry-Level IT Support Analyst is responsible for prioritizing user requirements and understanding both business and technology needs to support daily IT operations. This role involves designing and implementing efficient IT processes, assisting with technical support, and maintaining accurate documentation. The analyst gathers feedback from end users to help improve systems and workflows, while also supporting tasks such as user onboarding, contract organization, and internal communication with vendors. The focus is on ensuring smooth, responsive IT service delivery and contributing to continuous improvement within the department.
Main Duties
Customer Services Delivers the brand promise and provides exceptional guest service at all times. Provides excellent service to internal customers. Handles all guest and employee complaints and inquiries in a courteous and efficient manner. Communicates immediately all guest complaints to E-services Managers. Maintains positive guest and colleague interactions with good working relationships. To provide supervisory duties during rotational coverage hours for staff level. Financial
Ensures that all hotel, company and local rules, policies and regulations relating to money handling and licensing are adhered to. Operational
Basic Technical Support
Respond to user requests for help with hardware, software, and access issues. Log, track, and update tickets in the IT support system.
Documentation & Data Entry
Maintain and organize IT documentation, including contracts, NDAs, and vendor records. Assist in updating templates for onboarding, new devices, and standard procedures.
User Onboarding & Setup
Help prepare and configure workstations for new users. Set up user accounts, email, and basic system access under supervision.
Routine Maintenance Tasks
Follow checklists for recurring tasks such as software updates, backups, and system checks. Assist in tracking IT assets and updating inventory records.
Vendor Coordination Support
Communicate with vendors for basic service requests or follow-ups. Maintain logs of vendor interactions and contract timelines.
System Use Feedback
Collect feedback from users on recurring issues or inefficiencies. Report fi ndings to the IT team to support process improvements.
Support for Audits & Compliance
Assist in gathering and organizing documentation needed for internal or external audits. Ensure that records are stored properly and are easily accessible.
Team Collaboration
Work closely with IT team members to support ongoing projects and daily operations. Participate in team meetings and contribute to shared goals.
People Development
Supports Swire Hotels' cultural and people development implementations and characteristics. Other Duties
Attends and contributes to all training sessions and meetings as required. Exercises responsible behavior at all times and positively representing the hotel team and Swire Hotels. Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organizations. Reads the hotel's Employee Handbook and have an understanding of and adheres to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety. Ensures high standards of personal presentation and grooming. Responds to changes within Guest Experience, as dictated by the industry, company and hotel. Carries out any other reasonable duties and responsibilities as assigned. Skills, Qualifications and Experience Requirements
Strong communication skills, both written and verbal. Maintains strong attention to detail in high-pressure situations. Solid understanding of business practices with fundamental understanding of project management methodology. Requires excellent hands on IT skills and knowledge. Strong skills in working with relational databases. Strong skills and ability to troubleshoot issues quickly, and find solutions to solving them independently in a timely manner. Exhibit good knowledge of Microsoft Office, Excel, and other applications. Great knowledge of IT processes and willingness to constantly update knowledge. Inbuilt ability to multi-task, working on more than one issue simultaneously. Able to carry out tasks with little or no supervision. Preferred 4 years prior Information Technology experience required Minimum: Bachelor's degree in Computer Science or a related field
I have read this Job Description and fully understand and agree to follow the outlined duties above.
Printed Name of Employee:
Today's Date:
Employee's Signature: