IT Help Desk Analyst - Tier 1

Millennium Hotels and Resorts•Denver, CO

22h•$22 - $25•Onsite

About The Position

As our IT Help Desk Analyst – Tier 1, you will play an integral role in providing timely, reliable technical support to our employees while contributing to a collaborative and service-focused IT team environment. This role is ideal for someone who brings a passion for helping others, strong problem-solving skills, attention to detail, and a commitment to continuous improvement and results. You are a key point of contact for employees needing technical assistance. Your responsiveness, technical knowledge, and service mindset will help ensure employees have the tools, access, and support they need to work effectively. You will troubleshoot issues, resolve common technical problems, and escalate more complex matters while providing a positive support experience.

Requirements

High school diploma or equivalent required
Basic understanding of computers, hardware, software, and networking concepts
Familiarity with Windows operating systems and common business applications
Ability to troubleshoot basic technical issues and identify when escalation is needed
Comfortable learning new software, systems, and technology
Basic understanding of password management, user accounts, and access permissions
Ability to accurately document issues, troubleshooting steps, and resolutions in a ticketing system
Strong customer service and communication skills
Ability to explain technical information clearly to non-technical users
Strong problem-solving and critical-thinking skills
Patient, professional, and approachable when assisting users with technical issues
Strong attention to detail and organizational skills
Ability to prioritize multiple requests and manage competing deadlines
Demonstrates curiosity and a willingness to learn and develop technical skills
Passion for providing excellent internal customer service
Comfortable working in a fast-paced, hospitality-driven environment
Demonstrates ownership and follows through on assigned tasks
Works collaboratively with team members and other departments
Maintains a positive, solutions-oriented attitude
Demonstrates professionalism, reliability, and accountability
Ability to work at a computer for extended periods
Ability to occasionally lift, move, or set up standard IT equipment such as computers, monitors, and printers
Flexibility to support occasional after-hours, weekend, or holiday IT needs as business requirements dictate

Nice To Haves

Associate degree, technical certification, or coursework in Information Technology, Computer Science, or a related field preferred
Experience in customer service, hospitality, retail, or another service-oriented environment is preferred
CompTIA A+, Google IT Support, or other entry-level IT certification is a plus, but not required

Responsibilities

Provide first-level technical support to employees by phone, email, chat, or in person
Diagnose and resolve common hardware, software, network, and system issues
Troubleshoot computers, monitors, printers, mobile devices, applications, and peripheral equipment
Assist employees with password resets, account access, software issues, and basic connectivity problems
Escalate complex or unresolved issues to Tier 2, Tier 3, or the appropriate IT resource
Deliver responsive, professional, and customer-focused technical support
Communicate technical information clearly to users with varying levels of technical knowledge
Follow up on open issues to ensure timely resolution and a positive user experience
Anticipate user needs and approach problems with a solutions-first mindset
Maintain a professional and helpful attitude in a fast-paced environment
Accurately log, prioritize, track, and resolve help desk tickets
Document troubleshooting steps, resolutions, and relevant technical information
Maintain accurate records of hardware, software, user accounts, and support activities
Meet established response and resolution timeframes
Identify recurring issues and communicate trends or potential improvements to IT leadership
Assist with employee onboarding and offboarding by supporting account setup, equipment, and access needs
Support user access to company systems, applications, and technology resources
Assist with the deployment, configuration, and maintenance of IT equipment
Follow established procedures for user permissions, security, and access management
Support IT projects, system upgrades, and technology initiatives as assigned
Work collaboratively with IT and other departments to resolve technical issues
Communicate effectively with employees, managers, vendors, and IT team members
Share knowledge and contribute to a positive, solutions-oriented team environment
Support a culture of respect, accountability, and continuous improvement
Assist with developing and maintaining helpful technical resources and knowledge articles
Follow all company IT policies, security standards, and procedures
Protect confidential company and employee information
Follow cybersecurity best practices and report suspected security incidents promptly
Maintain accuracy in technical documentation, ticketing, and asset records
Uphold a culture of accountability, security, and operational excellence