About the Role
Our mission is to empower each other to ignite a story through memorable experiences in Kalamazoo. At our company, we lead with integrity, put our guests at the heart of everything we do, and believe the best ideas come from collaboration. We're a team of curious minds who celebrate wins big and small—together.

As an IT Support Engineer, you’ll be part of a proactive team that doesn’t just fix things—we deliver end-to-end IT services, follow ITIL best practices, and drive continuous service improvement. You’ll be the go-to expert for end-user support, resolving most issues without needing escalation. From setting up equipment to troubleshooting technical hiccups, you’ll help keep our IT infrastructure running smoothly. If you thrive in fast-paced environments, enjoy solving problems, and can translate “tech speak” into plain English, you might be the perfect fit. This position reports to the Operations Manager.

Top Reasons to Work With GHG

• We are one of the Nation's 101 Best and Brightest Companies to work for
• You’ll have the opportunity to work with a team that is fun, high-energy, and passionate about Hospitality
• You’ll have the opportunity to work with a technology team that is fun, high-energy, and passionate about using innovative technology to improve our business
• You will utilize your skills and experience with a company that is dedicated to excellence

Key Responsbilities 

Technical Support & Troubleshooting

• Serve as the first point of contact for incidents and service requests.
• Support 390+ devices across Windows, Chrome OS, and iOS platforms.
• Troubleshoot and resolve hardware, software, and connectivity issues across devices and networks.
• Provide end-user support for PCs, mobile devices, digital signage, and peripherals.
• Follow ITIL-aligned practices for incident, request, and problem management.

Device & Systems Deployment

• Set up, configure, and maintain IT equipment such as workstations, phones, and peripherals.
• Assist with rollouts, updates, and ongoing maintenance of hardware, software, and infrastructure.

User Account & Access Management

• Administer user accounts and permissions using Active Directory, Entra ID, and Google Workspace.
• Support onboarding and offboarding by provisioning accounts, configuring equipment, and providing initial IT training to new hires.

Documentation & Knowledge Sharing

• Document technical issues, resolutions, and SOPs in the internal knowledge base.
• Contribute to continuous improvement of support documentation and internal processes.

Support & Additional Duties

• Act as a liaison between internal teams and external vendors to ensure effective communication and issue resolution.
• Participate in an on-call rotation for after-hours support.
• Perform other duties as assigned by the Operations Manager.

What You Need for this Position

Required:

• 1–2 years of experience in Level 1 or Level 2 IT support.
• Proficiency in Windows and Chrome OS environments.
• Experience with Active Directory, Microsoft Entra ID, and Google Workspace.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Experience using ticketing systems to manage and resolve support requests.
• Excellent communication and problem-solving skills.
• Strong organizational skills and a disciplined approach to multitasking and following internal processes.
• A customer-first mindset and commitment to delivering high-quality support.

Preferred:

• Experience working in multi-platform environments (Windows, macOS, Chrome OS, iOS).
• Familiarity with Mitel or similar VoIP phone systems.
• Understanding of ITIL best practices for IT service management.
• Relevant certifications such as:
  • CompTIA A+
  • HDI-SCA

What's in it for You

• Annual bonus opportunity
• Accrued PTO starts immediately and is available as soon as a minimum of 2 hours is accrued
• 401K with 100% match up to 3% and 50% match up for the next 2%
• Medical/Dental/Vision/Disability/Life Insurance
• Robust Employee Assistance Program providing a wide range of services including up to 7 free counseling sessions per year
• Health and wellness reimbursement up to $600 annually for items like massages, gym memberships, running shoes etc.
• 10% discount on GHG outlets
• (1) shift meal provided per day
• Discounted hotel rates at Choice Hotels Worldwide
• Monthly cell phone stipends
• Annual leadership classes and trainings
• Parental Leave Program
• Flexible work schedule