IT Support Engineer

Aven Hospitality is an innovative technology provider powered by SynXis®, the leading global hospitality commerce and distribution platform. We empower hoteliers around the world to exceed expectations, solve daily challenges, and stay ahead of the competition.

With our comprehensive portfolio of solutions, hoteliers can manage distribution, retailing, payments, operations, and more. Providing hoteliers the tools to maximize revenue, improve operational efficiency, and deliver personalized guest experiences that drive satisfaction.

Our tools are built to seamlessly integrate with each hotelier’s unique strategy, elevating guest satisfaction and creating meaningful connections.

We are pioneering AI in hospitality technology to unlock new opportunities, drive efficiency, and personalize the guest experience. By prioritizing stability, scalability, and data-driven insights, we equip hoteliers to adapt and thrive in an ever-changing landscape, ready for whatever comes next..

IT Support Specialist – End User Computing

Location: Headquarters, DFW | Work Model: Onsite | Team: IT Hub Support

Position Summary

We are seeking a technically strong and highly professional IT Support Specialist to provide hands-on End User Computing support for employees, customers, executives, and senior leaders. This role is based onsite at our HQ and will support the IT Hub by delivering responsive, high-quality technical assistance across laptops, endpoint devices, conference rooms, collaboration tools, and day-to-day workplace technology needs.

The ideal candidate will combine deep technical troubleshooting skills with excellent communication, customer service, and executive presence. This individual must be comfortable supporting end users at all levels of the organization, including Executive Leadership Team members, and must represent IT with professionalism, urgency, and discretion.

Key Responsibilities

• Provide onsite technical support for the HQ IT Hub, including walk-up, desk-side, and scheduled support for employees and business visitors.
• Support End User Computing technologies including Windows and macOS laptops, mobile devices, peripherals, printers, docking stations, monitors, and collaboration equipment.
• Troubleshoot and resolve hardware, software, operating system, network connectivity, VPN, Microsoft 365, Teams, Outlook, OneDrive, and endpoint access issues.
• Perform laptop imaging, provisioning, deployment, refresh, break/fix support, asset tracking, and user onboarding/offboarding support.
• Provide high-touch executive and customer-facing support with professionalism, urgency, confidentiality, and clear communication.
• Support conference rooms, huddle spaces, and collaboration areas, including Teams Rooms, audio/video equipment, displays, cameras, microphones, room PCs, cabling, and meeting readiness checks.
• Respond quickly to meeting support needs, including live conference room troubleshooting before and during executive, customer, and leadership meetings.
• Document incidents, service requests, troubleshooting steps, and resolutions accurately in the IT service management platform.
• Partner with infrastructure, security, endpoint engineering, network, facilities, and vendor teams to resolve escalated or cross-functional issues.
• Maintain strong ownership of assigned tickets, follow up with users, communicate status clearly, and ensure timely resolution aligned with service expectations.
• Identify recurring issues, recommend improvements, and contribute to standard operating procedures, knowledge articles, and support documentation.

Required Qualifications

• 5+ years of hands-on IT support, desktop support, End User Computing, service desk, or field support experience in a corporate environment.
• Strong technical knowledge of Windows, macOS, Microsoft 365, Teams, Outlook, OneDrive, endpoint hardware, peripherals, and common enterprise applications.
• Experience supporting laptops, imaging or provisioning devices, troubleshooting hardware failures, coordinating repairs, and managing device lifecycle activities.
• Experience supporting conference room technology, video conferencing platforms, audio/video equipment, and live meeting support.
• Strong customer service mindset with the ability to support executives, customers, and employees in a calm, professional, and confident manner.
• Excellent written and verbal communication skills, including the ability to explain technical issues clearly to non-technical users.
• Ability to prioritize multiple requests, work independently, manage urgent issues, and maintain a high level of attention to detail.
• Ability to work onsite in the Headquarter office and provide consistent in-person support for the IT Hub.

Preferred Qualifications

• Experience with Microsoft Intune, Entra ID, Autopilot, endpoint management, device compliance, and remote support tools.
• Experience with ITSM platforms such as ServiceNow, including incident, request, asset, and knowledge management processes.
• Experience supporting executive-level meetings, customer briefings, town halls, or high-visibility collaboration events.
• Certifications such as CompTIA A+, Network+, Microsoft 365 Certified, Microsoft Endpoint Administrator, Apple device support, or equivalent experience.

Success Profile

The successful candidate will be a dependable, technically capable, and service-oriented professional who can resolve issues quickly while creating a positive experience for end users. This role requires strong ownership, sound judgment, and the ability to remain composed in high-pressure situations, especially when supporting executive leadership, customers, and critical meetings.

Work Environment and Expectations

• This is an onsite role based in Headquarter , TX, supporting the office IT Hub and local business operations.
• Must be available to provide in-person support for laptop issues, conference room readiness, executive meetings, customer visits, and urgent technical needs.
• May require occasional early morning, evening, or after-hours support for executive events, high-priority meetings, or business-critical incidents.
• Must maintain a professional appearance and communication style appropriate for frequent interaction with customers, senior leaders, and Executive Leadership Team members.

Outstanding Benefits

• Very competitive compensation
• Generous Paid Time Off (25 PTO days)
• 8 Hours of Volunteer Time Off (VTO)
• We offer a comprehensive medical, dental and Wellness Program
• 12 weeks paid parental leave
• An infrastructure that allows flexible working arrangements
• Formal and informal reward, recognition and acknowledgement programs
• Lots of fun and engaging employee development events

Reasonable Accommodation

Aven Hospitality is committed to working with and providing reasonable accommodation to applicants with disabilities. Applicants applying for a Aven Hospitality position with a disability who require a reasonable accommodation for any part of the application or hiring process may contact Aven Hospitality at Contact Us

Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

Affirmative Action

Aven Hospitality is an equal employment opportunity/affirmative action employer and is committed to providing employment opportunities to minorities, females, veterans and disabled individuals. EEO IS THE LAW

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