Help Desk Analyst I

Loews Hotels•Orlando, FL

About The Position

The Help Desk Analyst I supports team members at Loews Hotels at Universal Orlando by responding to technical requests and issues through chat, email, phone, or in person. The role provides troubleshooting information, follows up on open support calls through resolution and ticket closure, and remotely accesses systems to resolve issues. It communicates and escalates reported problems to the Technology Department, Helpdesk Managers, or appropriate system management representatives, and reports anomalies as they arise. The position installs hardware and software, including network printers and approved programs, and maintains PCs and peripheral devices to support the operation, availability, and security of network and computer systems. It provides basic to intermediate network troubleshooting, IPTV support, and VDI helpdesk support. Duties require travel among Loews hotels, resorts, and support and laundry centers in the Orlando and Apopka areas. The analyst also attends required departmental and helpdesk meetings and training and performs other assigned duties.

Requirements

At least one year of experience as a Helpdesk Technician or other technical experience.
Knowledge of computer software, including Windows 11 and MS Office 2021/O365, and general computer and technology operations.
Understanding of wired and wireless networks.
Effective communication and strong organizational skills.
Enjoys solving problems.
Values providing a high level of service in front- and back-of-house environments.
Able to work a flexible schedule, including weekends, holidays, and night shift.
High school diploma or equivalent required.

Nice To Haves

Hospitality experience.
Bachelor's degree in Information Technology or a related field.
Two or more years of experience as a Helpdesk Technician.
Two or more Information Technology-related certifications.

Responsibilities

Support team member requests and issues through chat, email, phone, or in person.
Provide information to assist team members with problem solving.
Follow up on pending support calls to ensure resolution and ticket closure.
Remotely access systems to resolve team member issues.
Communicate reported issues to the Technology Department and escalate them to Helpdesk Managers or the appropriate system management representative.
Attend required departmental and helpdesk meetings and training.
Report anomalies to the appropriate system management representative as they arise.
Install hardware and software, including network printers and approved programs.
Maintain PCs and peripheral devices to support the operation, availability, and security of network and computer systems.
Travel among Loews hotel/resort and support/laundry center properties in Orlando and Apopka.
Provide basic to intermediate network information and troubleshooting to resolve network issues.
Provide IPTV support.
Provide VDI helpdesk support.
Perform other duties as assigned.