Senior IT Service Desk Technician - Level III at Stanford Hotels Corporation

Pay Rate: $38.00-$42.00, depending on experience and education.

Stanford Hotels Corporation is currently looking for an IT Service Desk Technician - Level III to join our IT Service Desk Team in San Francisco!

Stanford Hotels Corporation owns and operates premium hotels across the U.S., and we pride ourselves on delivering outstanding guest experiences powered by reliable, innovative technology. As part of our IT Service Desk team, you’ll be at the heart of that mission—supporting our associates and ensuring smooth operations across all properties.

WHAT YOU'LL DO:

As a senior member of our IT Service Desk, you’ll be the go-to expert for resolving escalated technical issues and mentoring junior technicians. Your day-to-day will include:

• Monitoring and responding to service desk requests via phone and email with professionalism and urgency
• Diagnosing and resolving hardware, software, and network issues across desktop and server environments
• Performing hands-on fixes, system upgrades, backups, and configurations
• Supporting software rollouts and communicating changes to end users
• Identifying trends and alerting IT leadership to recurring incidents
• Maintaining detailed documentation of troubleshooting steps and resolutions
• Creating help sheets, FAQs, and user guides to empower end users
• Reinforcing SLAs and managing expectations with empathy and clarity
• Traveling to hotel locations as needed (up to 25%) to provide on-site support

WHAT WE NEED:

We’re seeking a tech-savvy problem solver with strong communication skills and a passion for delivering exceptional service. You’ll need:

• Minimum 4 years of experience supporting IT systems and users
• CompTIA A+ and Network+ certifications (required)
• College diploma or university degree (preferred)
• Expertise in Windows 10/11, Windows Server 2012–2025, and virtualization platforms (VMware, Hyper-V)
• Proficiency in Active Directory, DNS, DHCP, file/print management
• Strong understanding of networking technologies (firewalls, routers, switches, Wi-Fi, OSI model)
• Experience with cloud platforms (Microsoft Azure, 365, etc.)
• Advanced support skills for Microsoft Office Suite, Adobe Acrobat, and Creative Suite
• Familiarity with ITIL principles, SLAs, and asset management
• Ability to re-image computers and support printer hardware/software
• Experience with POS systems like Micros (a plus, not required)
• Excellent written and verbal communication skills
• Strong interpersonal and documentation abilities
• Fluent English
• Ability to lift and transport moderately heavy equipment
• Commitment to a 40-hour on-site work week

WHAT WE OFFER:

• Medical/Dental/Vision Plans
• Exercise/Gym Discounts
• Weight Mgmt./Healthy Eating Programs
• Nursing Mothers Programs
• Life Insurance / Accidental Death & Dismemberment
• Accident Insurance / Critical Illness Insurance / Hospital Insurance
• Long-Term Disability & -Short-Term Disability
• 401k - with a match!
• Financial Coaching
• Discount Programs - travel & lifestyle / commuter
• Career Development
• Education Assistance
• Team Building Activities (onsite/off-site)
• Employee Assistance Programs
• Mental Health Support Tools
• Holiday pay - 8 days! / Competitive Vacation Time / Sick Pay

Stanford Hotels Corporation is an Equal Opportunity Employer.  All qualified applicants and employees will receive consideration for employment without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. If you need accommodation for any part of the application process because of a medical condition or disability, please send an email to Rebecca Dawes at [email protected] or call 415-266-9821 to let us know the nature of your request.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.