Help Desk Analyst I

Loews Hotels

About The Position

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort. Named one of Central Florida’s Top Workplaces and one of America’s Best-in-State Employers by Forbes, we are committed to our “power of we” culture. Are you looking for a place where you can bring your authentic self to work every day and be able to connect, engage and delight? We offer excellent benefits and perks including one free meal per shift and free theme park access. We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun. We embrace diversity at our core and offer the opportunity for all team members to reach their potential. We invest in training and development opportunities for all team members. We promote social responsibility by being a good neighbor in the community. We care for you, just as we care for others. About Lakewood Regional Support Our regional support center provides resources to our hotels for multiple areas including Human Resources, Engineering, Purchasing, Accounting, Security, Group Reservations, Guest Contact Center, Information Technology, Laundry and Communications. 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 Pet Insurance and Paid Pet Bereavement Training & Development opportunities, career growth Tuition Reimbursement Team Member Hotel Rates, other discounts, perks and more What We’re Looking For: A Team Member who cares about the guest and team member experience and is commitment to maintaining our hotel/resort property at the highest level of safety and comfort. Who You Are: Knowledge and understanding of computer software to include Windows 11, MS Office 2024 and general computer and technology operations. Understands networks – wired and wireless Effective communicator and highly organized Enjoys solving problems Values providing a high level of service in both the front and back of the house Veterans and military spouses encouraged to apply What You’ll Do: Support team members request and issue via chat, email, phone, or in person. Provide appropriate information for problem solving to assist team members. Follow up on all pending support calls to ensure solution and ticket closure. Remotely access systems to resolve team members issues. Communicate issues and problems reported to the Technology Department and escalate to Helpdesk Managers or the appropriate system management representative. Attends all required departmental/helpdesk meetings/training. Reports any anomalies to the appropriate system management representative as they arise. Hardware and software installation, such as network printers or approved programs. Maintains PC and peripheral devices necessary to ensure the operation, availability and security or network and computer systems. Duties requires traveling amongst all Loews Hotel/Resorts and Support/Laundry Centers for Orlando/ Apopka properties. Provide basic to intermediate network information to resolve network issue. Other duties as assigned. Support for IPTV VDI Helpdesk support Your Experience Includes: One year of experience as a Helpdesk Technician (Hospitality a plus) Knowledge and understanding computer software to include Windows 11, MS Office 2021/O365 and general computer and technology operations. Headquartered in New York City, Loews Hotels & Co is rooted in deep heritage in the hotel industry and excellence in service. As one of the only independently owned family hotel companies, we know that hospitality comes from the heart. Loews Hotels & Co owns and operates hotels and resorts across the U.S. and Canada. Located in major city centers and resort destinations, including multiple hotels in partnership with Universal Orlando Resort, Loews Hotels & Co features properties grounded in family heritage and dedicated to delivering unscripted guest moments, all with a locally handcrafted approach. We pride ourselves on the individuality and uniqueness of our offering. Joining Loews Hotels & Co means not just gaining a job, it means becoming a part of a family. A family where Team Member growth and empowerment are part of our DNA and have been for decades. We offer progressive benefits including paid parental leave, 401K matching and travel benefits, and opportunities for ongoing learning and development. But beyond that, as a member of the Loews Hotels family, you are part of a culture of diversity and inclusion, one that works hard to protect our environment with eco-friendly and sustainability programs, and one that is always a good neighbor to their communities, supporting them in ways large and small. We welcome you to join us. Loews Hotels & Co is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.

Requirements

One year of experience as a Helpdesk Technician (Hospitality a plus)
Knowledge and understanding computer software to include Windows 11, MS Office 2021/O365 and general computer and technology operations.
Ability to communicate effectively in English verbally and written with team members, leaders and guests required.
Able to work flexible schedule, including weekends, holidays, and nightshift.

Nice To Haves

Bachelor's degree Information Technology or related field.
Two or more Information Technology related certifications.

Responsibilities

Support team members request and issue via chat, email, phone, or in person.
Provide appropriate information for problem solving to assist team members.
Follow up on all pending support calls to ensure solution and ticket closure.
Remotely access systems to resolve team members issues.
Communicate issues and problems reported to the Technology Department and escalate to Helpdesk Managers or the appropriate system management representative.
Attends all required departmental/helpdesk meetings/training.
Reports any anomalies to the appropriate system management representative as they arise.
Hardware and software installation, such as network printers or approved programs.
Maintains PC and peripheral devices necessary to ensure the operation, availability and security or network and computer systems.
Duties requires traveling amongst all Loews Hotel/Resorts and Support/Laundry Centers for Orlando/ Apopka properties.
Provide basic to intermediate network information to resolve network issue.
Other duties as assigned.
Support for IPTV VDI Helpdesk support