Analyst, IT User Services

Loews Hotels & Co•Nashville, TN

18h

About The Position

Our Loews Hotels & Co Home Office teams provide support to all our properties throughout the United States. Our talented teams provide guidance over strategic planning, operations, revenue management, communications, marketing, finance, human resources, and information technology. This position is based at the Loews Hotels & Co Business Services Center in Franklin, TN. Who We Are: Founded in 1960, Loews Hotels & Co operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations. Growth and belonging start here ; you’ll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role—from Guest Services to Finance, Culinary to IT—offers opportunities to grow and make a meaningful impact. Creating a Team Member experience where you belong no matter what race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us. What We Offer: Competitive health & wellness benefits, 401(k) & company match Paid Sick Days, Vacation, and Holidays, Paid Bereavement Paid Pet Bereavement Training & Development opportunities, career growth Tuition Reimbursement Team Member Hotel Rates, other discounts, perks and more What We’re Looking For: The Hotel IT User Services Desk Analyst provides frontline technical support to hotel team members, ensuring fast, accurate, and professional resolution of incidents and service requests. This role performs diagnostics, identifies root causes, escalates complex issues, and maintains thorough documentation to support a high‑quality service experience. The analyst also contributes to knowledge resources, assists with access provisioning and compliance activities, and supports secure, reliable IT operations across hotel locations. Who You Are: Analytical thinker with strong judgment and decision-making skills Excellent communicator with a dedicated customer-service focus Collaborative team player who works effectively with clients, IT management/staff, and vendors Highly organized with attention to detail and adherence to IT processes Veterans and military spouses encouraged to apply.

Requirements

Bachelor’s Degree Preferred
2+ Years direct related work experience specific to job requirements.
Knowledge of IT operations
Experience with Service Desk Software and Metrics reporting
Prior experience with customer service support
Hands on experience with Windows Operating System and Desktop Hardware and Software installation and configuration
Knowledge of Microsoft Active Directory configuration and management

Responsibilities

Respond promptly and professionally to team member inquiries and incidents across phone, email, web, and other support channels.
Deliver an exceptional customer experience through clear communication, timely resolution, and appropriate escalation.
Create and update incident and service request tickets, performing accurate diagnostics and gathering essential details.
Escalate issues to senior staff when needed, ensuring all troubleshooting steps have been completed.
Identify or assist in identifying root causes to support long‑term issue prevention.
Provide end‑to‑end support as a single point of contact, ensuring thorough follow‑up and complete documentation.
Document resolutions and contribute to internal knowledge bases and self‑help resources.
Help maintain centralized information to support efficient incident recovery and minimize service disruption.
Utilize the Problem Management Database and collaborate with leadership to review trends and findings.
Provision user roles, rights, and access in Active Directory and business applications, including quarterly access audits.
Assist in monitoring antivirus, OS patching, and backup compliance across hotel environments.
Adhere to Service Desk policies and procedures while maintaining reliable attendance and participating in required training and meetings.