Nova Hotels is a Canadian, family owned and operated hotel chain and management company based in Western Canada. Nova has 14 full and limited service hotels across Alberta, Saskatchewan and the Northwest Territories.

We are currently looking for a IT Support Technician to join our Nova Family in our Corporate offices.

PRIMARY FUNCTIONS

Reporting to the Director of Information Technology, the IT Support Technician is the front line of support for our internal clients in diagnosing problems, training users, and providing desktop and mobile computing support.

Responsibilities and Essential Duties:

The specific responsibilities of an IT Support Technician will vary depending on the needs of the properties. Specific responsibilities may include, but are not limited to, the following areas:

• Provide a high quality of customer service and timely escalation of end users trouble tickets
• Ensure that all client details are logged and tracked in the ticketing system
• Demonstrate a high level of technical ability while troubleshooting end users’ issues and ensure that sufficient details are collected prior to escalation
• Ensure client satisfaction by handling all requests promptly and courteously, and by following up with clients when necessary
• Create and administer privileges associated with new and departing users
• Deploy and configure end user hardware and peripherals
• Afterhours work may be required
• Travel to client sites may be required
• Participate in the on-call rotation providing after-hours emergency support
• Other duties as required to assist the IT team as directed by the Director of Information Technology

Job Specifications and Skills:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Required Knowledge, Skills and Abilities:

• Ability to communicate technical information to and acquire technical information from non-technical users
• Ability to multi-task and stay calm under pressure, must be able to handle ongoing problems, multiple troubleshooting tickets, deadlines for meeting service-level agreements
• Must be able to self-manage and follow documentation with minimal supervision
• Ability to absorb new information and apply it when troubleshooting new problems
• A client focused approach and commitment to providing exceptional service to internal clients
• Well versed in ticketing system for tracking incidents
• Technical skillset should include knowledge of
  • Microsoft Windows family of Desktop Operating Systems
  • Microsoft Office
  • Active Directory fundamentals and user management
  • Workstation and Laptop hardware
  • Core concepts of IP Networking
  • Understanding of ITIL principles considered an asset

Education: High school diploma is required. Post-secondary education and/or previous Information Technology training considered an asset.

Experience:

• Experience in hospitality industry is considered an asset.
• Experience with Hotel Management Systems is considered an asset.
• 1-2 years of relevant experience in IT is considered an asset.

• Staff Rates at any of our locations
• Friends & Family Rates at any of our locations
• Extended Health Benefits for full time employees
• Employee Discounts at the F&B Outlets