IT Support Technician

ABOUT US:

The Palms Hotel and Spa, Miami Beach, is an independent luxury beach resort focused on wellness, sustainability and personalized service. Our beachfront property features 247 guest rooms and suites, an extensive tropical garden and pool area with Tiki Bar, a spacious beach concession, and over 8,000 square feet of indoor and outdoor meeting space for social and corporate events. The hotel’s signature eatery, Essensia Restaurant and Bar, delivers all-natural dining with a focus on locally and sustainably sourced ingredients. The Palms AVEDA Spa features holistic treatments influenced by ancient Ayurvedic philosophy designed to deliver a highly personalized experience.

A member of Preferred Hotels and Resorts and Beyond Green, The Palms has been independently owned and operated by a European family for over 25 years. Known as Miami Beach’s premier destination for wellness and relaxation, a forerunner in sustainable hotel operations, an expert in wedding services, an authority in healthful eating and all-natural spa services, our hotel, restaurant and spa have won many accolades and awards. Enjoy a stable work environment in a professionally run hotel, where we help each other to flourish and grow. Come and be a part of The Palms family!

Job Summary

The IT Support Technician provides first-level technical support to hotel staff and assists in maintaining the property’s technology infrastructure. This role includes end-user support, routine maintenance, and infrastructure support. The position ensures reliable operation of guest-facing and back-office systems, supporting the hotel’s commitment to exceptional service and operational efficiency. This is an entry-level position requiring basic computer knowledge and a willingness to learn. The technician must be extremely trustworthy, able to work independently, and exercise a high level of discretion.

Main Duties & Responsibilities

End-User Support (40%)

• Serve as the first point of contact for IT support requests via ticketing system, phone, or in person.
• Diagnose and resolve hardware and software problems on workstations, POS terminals, printers, mobile devices, and telephony.
• Provide basic support for guest-facing technologies, including Wi-Fi, in-room entertainment, and business center equipment.
• Assist with user account setup, password resets, and access permissions.
• Contact appropriate support vendors to order replacement hardware or software and follow up until resolution.
• Assist as necessary with the AV setup for meetings and conferences.

Routine Maintenance (40%)

• Repair and upgrade PC hardware and software as needed.
• Troubleshoot printers, scanners, and copiers.
• Install, test, and make new software available to appropriate users.
• Ensure anti-virus software is installed, properly configured, regularly updated, and functioning on all PC and server stations.
• Assist with maintenance of PMS (Opera Cloud), POS (Toast), and other hospitality-specific applications.
• Distribute files and resources as required for staff use.

Infrastructure Support (20%)

• Perform routine system checks and escalate abnormalities to senior IT staff.
• Support property network components, including switches, access points, and cabling; diagnose and install network cabling as needed.
• Research, evaluate, and learn new software relevant to hotel operations.
• Document systems and maintain accurate inventory of IT equipment and supplies.

Documentation & Compliance

• Record all support activities in the ticketing system.
• Follow IT security protocols and ensure compliance.

Educational Background

• High school diploma or equivalent; technical coursework or certifications preferred.
• 1–2 years of experience in IT support or a related field, or equivalent education in the field preferred.
• Familiarity with commonly used concepts, practices, and procedures within IT.

Knowledge, Skills, and Abilities Required

• Working knowledge of Windows operating systems, Microsoft 365, and basic networking concepts.
• Ability to systematically troubleshoot complex hardware and software problems.
• Ability to touch-type at a speed of at least 50 words per minute.
• Strong customer service orientation; show genuine care for all Team Members and guests.
• Proficient in English (written and verbal); Spanish is a plus.
• Ability to work effectively in a multi-cultural team environment.
• Ability to handle a multitude of tasks in an intense, ever-changing environment.
• Ability to work independently with minimal supervision (80% independent judgment).
• Maintain a professional appearance and manner at all times.

Preferred

• Experience with hospitality systems such as PMS (Opera Cloud) or POS (Toast, Infogenesis).

Core Competencies

• Customer Service Orientation
• Problem Solving & Troubleshooting
• Communication & Interpersonal Skills
• Time Management, Prioritization & Multitasking
• Team Collaboration
• Professionalism & Confidentiality
• Continuous Learning & Adaptability

OTHER DUTIES & RESPONSIBILITIES:

• Ensure compliance with health and sanitation policies in all areas.
• Adhere to all fire, safety, and security procedures according to hotel policy.
• Adhere to all sustainability guidelines as per the Inspired by Nature Program.

Physical Requirements

• Ability to lift and move equipment up to 50 lbs.
• Ability to stand, walk, bend, and climb ladders as needed.
• Ability to work in various hotel environments, including guest areas, back-of-house, and mechanical spaces.

Work Environment

This role operates in a fast-paced hospitality environment where responsiveness and professionalism are essential. The technician will be on call during the absence of the Director of IT or Assistant Director of IT. Evening, weekend, or holiday shifts may be required based on operational demands.

This job description is not necessarily an exhaustive list of all responsibilities, skills, duties and requirements, efforts, or working conditions associated with this position. While this is intended to be an accurate reflection of the current tasks performed, management reserves the right to revise or require other commitments when circumstances prevail.

The hotel operates seven days a week, 24 hours a day. We may find it necessary to schedule shifts according to our business volume. You must be willing and available to fulfill changing operational demands.

All requirements are subject to possible modification to reasonably accommodate individuals with a disability.