IT & Operations Support Technician

What Makes a McKibbon IT and Operations Support Technician?

(Full Time - Tampa Office, in Office Role)

The IT Operations Support Technician is a key team member supporting McKibbon Hospitality's growing network of technology and operational systems. This role primarily coordinates between internal users, field teams, and third-party vendors to ensure reliable support and compliance across device hardware, software, network, and smart technologies. The technician will manage day-to-day user support issues, facilitate ticketing and escalation with third-party IT support providers, provide routine updates to stakeholders, and oversee compliance standards—including vendor adherence to company policy.

The role is collaborative in nature, with a focus on communication, process improvement, and support documentation while embracing the McKibbon Guiding Principles.

• Serve as a first point of contact for technology support issues from internal users and field teams
• Open, track, and manage support tickets in partnership with third-party IT vendors, providing timely updates and communication to stakeholders
• Ensure issue resolution meets company standards and user needs, escalating complex or unresolved matters as necessary
• Provide basic troubleshooting and triage support before escalation to third-party providers

• Collaborate directly with third-party support providers for hardware, software, endpoint, network, and IoT device issues
• Coordinate device installations, replacements, upgrades, and routine maintenance coverage with external vendors
• Monitor active service agreements, licensing renewals, and vendor compliance with support SLAs
• Facilitate communication between vendors and internal teams to ensure smooth resolution of technical issues

• Maintain oversight of device security, compliance routines, and risk processes in accordance with corporate, brand, and regulatory requirements
• Hold vendors accountable for secure configuration practices, routine audits, and remediation of compliance gaps
• Participate in periodic reviews, reporting, and documentation of compliance status
• Support internal data governance initiatives by coordinating with third-party providers and documenting processes

• Assist with user account administration in Microsoft 365/Office 365, Azure Active Directory (Entra ), and endpoint management platforms
• Support basic troubleshooting of system access, permissions, password resets, and endpoint security controls
• Facilitate routine software patching and upgrades in coordination with vendors
• Maintain awareness of network infrastructure basics (TCP/IP, DNS, DHCP, VPN, VLANs) to assist with connectivity troubleshooting

• Partner with internal Transitions Team during hotel acquisition, disposition, opening, or brand change projects
• Support coordination, documentation, and verification of technology transfer, device migration, account updates, and system compliance tasks
• Assist with onboarding and offboarding of systems, users, and devices during organizational changes

• Contribute to training and knowledge sharing for teams on systems, tools, and support processes
• Maintain clear records of support tickets, system change logs, compliance checks, and transition documentation
• Liaise between IT, Operations, vendors, and other teams for cross-functional support needs
• Participate in process improvement initiatives and recommend efficiencies in support workflows

• High school diploma or GED required
• Associate's degree in Information Technology, Computer Science, or related field preferred
• Relevant technical certifications may be considered in lieu of formal degree

• 2–4 years of help desk, technical support, or IT systems support experience
• Experience in hospitality, multi-site corporate environment, or field support operations preferred
• Demonstrated experience supporting Microsoft 365/Office 365 tenant administration
• Familiarity with Active Directory, Azure Active Directory (Entra ), and endpoint management
• Experience coordinating with third-party IT vendors and managing support tickets

• Working knowledge of Microsoft 365/Office 365 administration (user accounts, licensing, permissions, security settings)
• Understanding of basic network concepts: TCP/IP, DNS, DHCP, VPN, wireless networks, VLANs
• General IT hardware and software troubleshooting (desktops, laptops, mobile devices, printers, peripherals)
• Exposure to Microsoft Azure, AWS, or other cloud platforms preferred
• Knowledge of device security, compliance frameworks, and vendor SLA management strongly desired
• Familiarity with IoT devices and operational technologies (smart locks, HVAC systems, POS/PMS interfaces, digital signage) a plus

• Microsoft 365 Certified:
  Administrator Expert…