IT Support
Job Summary The IT Support Specialist is responsible for ensuring the optimal performance and functionality of all company Property Management Systems (PMS) and Customer Relationship Management platforms (CRMs). This role ensures that all displayed information is accurate, up-to-date, and well-presented across systems. You will also oversee the operational health of all Online Travel Agency (OTA) integrations and interfaces. There will be special projects assigned by your direct supervisor, and you will be responsible for completing them as outlined. You will also ensure that all staff requests are prioritized and addressed in order of importance.
Areas of Responsibility
PMS
•Responsible for the daily management and build-out of the Property Management Software (PMS).
• Working with Accounting on Track Setup and Tax Policies.
• Building and Implementing Distribution Channels (OTAs) in PMS
• Editing and Creating Automation and Triggers for System Communications
• Building out User Roles, Zones, Maintenance and Housekeeping Set Up
OTA Management
• Monthly Meetings with OTA Account Representatives
• Maintaining Quality and Optimization of Listings on OTAs
• Analysis of Reservation Data to Find Opportunities
• Communication with GM and OEs on Unit Performance and Reviews
• Troubleshooting Issues on OTA Listings
• Exploring additional OTA options by region/company and informing the supervisor for better Visibility opportunities.
• Building and Maintaining OTA Accounts
• General OTA Support
• Verify and Reconcile Reservations as needed
• Verify and Reconcile OTA Payments and Charges
• Analyze Ratings, Reviews and Find Opportunities to Improve Listings and Reservation Revenue
• Monthly Analysis of Reservation Data and Trends
Support
• Maintain support email inbox with one day response on most items
• Training Employees on Track, and OTAs
Microsoft 365
• Manage Groups, Emails, Shared Inboxes and Teams Set Up and Configuration
• Create New Emails – Onboarding New Users
• Offboarding Users
• Licensing
• User Access Management
• Creating and Managing Group Inboxes and Distribution Lists
Lynx
• Maintaining Lynx Account: Property Set Up and Software Configuration
• Troubleshooting E-Lock Issues and Synching Issues
• Processing Lock Orders for New Homes
• Adding and Removing Users from the Lynx Software
• Track Synchronization and Settings with Lynx
Acquisitions
• Building out Property Management Company Data in Track
• Reservation Migration • Owner Build, Import Contract and Owner Documentation
• Create Company Set Up in Track
Marketing
• Maintain Photo Uploads on Sharepoint
• Create Coupon and Promo Codes or Set Discounts
• Create Mailing Lists
• Evaluating Rates and Market Performance
Key Competencies
 Organized and detail oriented – takes the time to ensure the job is completed and correct.
 Auditing - willing to audit and be audited.
 Communication – able to effectively communicate with homeowners and staff.
 Adaptable and flexible – enjoys doing work that may require frequent shifts in direction.
 Solution oriented – collect and analyze information, problem-solve and improve efficiency.
 Reliability – is dependable, consistent and does not have attendance issues.
 Achievement oriented – enjoys seeing tasks through to completion and hitting goals.
 Self-starter – can work autonomously and will seek out new tasks rather than waiting for an assignment.
 Growth oriented – a strong desire to grow professionally and learn new tasks and skills.
Skills
 Proficient in Microsoft Office programs including Word, Excel and Outlook
 Ability to manage a team of field staff.
 Valid driver’s license required.
Abilities
 o Ability to effectively communicate, both orally and in writing
 o Ability to learn and use new software and tools.
 o Must be able to drive and have a valid driver’s license.
Experience
 3 – 5 years experience in hospitality or related field.
 Education or course work may be accepted in place of professional experience.
Working Conditions
Location- Scottsdale Office( In person)
This position operates in a professional work environment with half of the time in the office and half in the field. This position routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Occasional travel to other regional offices may be required. All potential employees are required to pass a background and motor vehicle check before being hired. Candidates may not have any tattoos visible above the shoulders. Smoking/Vaping are strictly prohibited within all company work areas, managed properties, owned properties, company vehicles, and within 10 feet of all entrances, exits, accessibility ramps, windows, and air-intake vents. This position requires employees to follow company dress code.
Physical requirements
This job is primarily performed at a stationary desk in an office and can be done sitting or standing and walking homes for inspection. Lifting/moving requirements are generally 25 pounds or less. There may be occasional need to crouch, stoop, bend and lift amounts greater than 25 pounds. Normal workdays are between eight and nine hours, but additional hours may be needed based on workflow. The preceding description is not designed to be a complete list of all duties and responsibilities required of the job. The company reserves the right to modify or change the job description at any time with or without notice. Employment is “at will”, and nothing in the job description should be construed as a contract for employment for any specified period of time.
Compensation
USD $60,000 – $65,000 per annum (based on experience)
Business Consulting and Services
Information Technology
Full-time