Help Desk Analyst - CORP

Montage Hotels & Resorts • Irvine, CA

1d

About The Position

The Help Desk Analyst provides efficient, courteous technical assistance to Montage International end users. The role receives, prioritizes, documents, and actively resolves support tickets in a professional and proactive manner. The analyst uses technical knowledge and effective communication to understand issues and explain solutions to users with varying levels of technical proficiency.

The position serves as an initial contact for IT requests and supports users with Microsoft Office, Windows, Mac OS, network connectivity, email, printers, scanning, fax, account management, and file permissions. It also involves documenting ticket resolutions and equipment inventory, preparing how-to materials, and setting up or moving IT equipment. Occasional travel to hotel sites may be required to assist local IT teams.

Requirements

• Excellent understanding and troubleshooting ability with Microsoft Office (Outlook, Word, Excel, and PowerPoint), Windows 10, and Windows Server 2016 or higher.
• Solid understanding of Help Desk ITIL processes and best practices.
• Strong communication, customer service, and problem-solving skills.
• Attention to detail.
• Excellent verbal and written communication, including by phone, computer, and in person.
• Availability to work weekdays, evenings, and weekends.
• Ability to sit at a desk for at least five hours per day and to walk and stand during the rest of the working day.
• Finger dexterity and ability to operate basic office equipment such as a desktop computer, copier, and fax machine.
• Ability to regularly lift up to 15–20 lbs.
• Ability to perform tasks requiring grasping, writing, standing, sitting, walking, bending, stooping, squatting, stretching, repetitive motions, listening, hearing, and visual acuity.

Nice To Haves

• CompTIA A+ and CompTIA Network+ certifications or related certifications.
• Aptitude and desire to learn new technologies as required.

Responsibilities

• Serve as an initial point of contact for IT-related requests through the ticketing system, phone queue, and email.
• Create incident tickets and route them to appropriate support groups.
• Assist end users with Microsoft Office, Windows 10, Mac OS, basic network connectivity, email, printers, scanning, and fax issues.
• Use Windows Server 2016 or higher, Active Directory, Azure, and Office 365 for account and email management, password resets, and account lock/unlock requests.
• Adjust file and folder permissions on Windows Server and Microsoft 365-based file services.
• Document ticket resolutions and create how-to information and training materials.
• Move and set up IT equipment, including desktops, monitors, desk phones, servers, and cables.
• Document physical equipment inventory according to intake, outtake, and out-of-service statuses.
• Travel occasionally to hotel sites to assist local IT teams.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed