IT Specialist

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

The Joule Dallas, TX

Built in the 1920s, the neo-Gothic landmark building at 1530 Main Street was originally the Dallas National Bank. It dominated the downtown skyline during a thriving era of Dallas banking and West Texas oil booms. Downtown Dallas flourished through the '80s, but as the 20th century drew to a close, it was a shadow of its former glory. A decade of development deals and massive renovations transformed the then-vacant bank building into a Forbes four-star boutique hotel. Aptly named after the international unit of energy, The Joule brought a charge to downtown Dallas when it opened in 2008. Through a series of further renovations and expansions as adjacent properties became available, The Joule has become a cultural, shopping, and dining destination-a forerunner in the renaissance of downtown Dallas.

Provide advanced technical support and resolution for the IT support team via remote control, telephone, and desk-side support. Manage requests via ticketing system, contribute to technical knowledge base, and work with department managers to support projects and operational needs.

Provide timely, courteous, and efficient customer service to internal and external users via telephone, remote control, and desk-side support.
• Track work in Incident Management software and contribute to technical knowledge base, documentation, and user training.
• Maintain IT support processes in compliance with Sarbanes-Oxley, PCI, and data privacy regulations.
• Perform installation of new computer systems, peripherals, software, and network equipment.
• Advanced troubleshooting of systems, software, and networks including endpoints/servers, operating systems, standard and hospitality specific software, VOIP phone service, and networking connectivity/equipment.
• Comply with standards of service established by IT to ensure quality customer service.
• Be available to work outside of an established schedule as needed to meet critical deadlines.
• Actively participate in special projects as assigned.
• Practice safe work habits.
• Perform other duties as requested by leadership.

• At least 2 years of progressive experience in an MIS system or related field.
• Excellent interpersonal and technical support skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Thorough understanding of information technology, microcomputer hardware and software and networking principles.
• Experience in a hotel or related industry.