Junior Analyst, User Services Desk (Overnight)

Loews Hotels•Nashville, TN

31d•Onsite

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 User Services Desk, Junior Analyst provides first level technical assistance to team members by responding to inquiries, incidents, and service requests across multiple communication channels. The role performs initial diagnostics, resolves issues, when possible, escalates as needed, and ensures a positive end-to-end customer experience through clear communication and accurate documentation. The Analyst also manages user access, supports core IT processes, and continuously expands knowledge of hotel systems and technology. Who You Are: Demonstrates strong business acumen with clear, effective written and verbal communication skills. Works collaboratively and professionally with clients, IT leadership, technical staff, and external vendors. Applies strong analytical abilities to troubleshoot issues, interpret information, and make informed decisions. Exercises sound judgment and professionalism when resolving problems and supporting diverse stakeholders. What You Will Do: Respond to team member inquiries and incidents promptly and professionally across all communication channels. Perform initial diagnostics, document tickets, and gather required information for resolution or escalation. Provide an excellent end-to-end customer experience, maintaining clear communication and follow-up. Escalate issues to senior staff when solutions are unclear after completing required troubleshooting. Identify or assist in identifying root causes and contribute to long-term problem resolution. Document solutions and update internal and end-user knowledgebases. Support centralized knowledge resources to improve Service Desk efficiency and incident recovery. Utilize the Problem Management Database and participate in reviews with senior team members. Provision user roles, rights, and access in Active Directory and business applications. Maintain and expand knowledge of hotel systems to increase first contact resolution. Work assigned schedules, maintain regular attendance, and support IT operations as business needs evolve. Your Experience Includes: Prior experience in customer service or technical support. Handson experience with Windows operating systems, desktop hardware, and software installation and configuration. Strong analytical ability and sound judgment. Excellent verbal communication skills. Understanding of customer service principles and effective communication techniques. Knowledge of Microsoft Active Directory configuration and administration preferred Knowledge of IT operations and experience providing customer service support preferred. Bachelor’s degree preferred. 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

Prior experience in customer service or technical support.
Handson experience with Windows operating systems, desktop hardware, and software installation and configuration.
Strong analytical ability and sound judgment.
Excellent verbal communication skills.
Understanding of customer service principles and effective communication techniques.

Nice To Haves

Knowledge of Microsoft Active Directory configuration and administration preferred
Knowledge of IT operations and experience providing customer service support preferred.
Bachelor’s degree preferred.

Responsibilities

Respond to team member inquiries and incidents promptly and professionally across all communication channels.
Perform initial diagnostics, document tickets, and gather required information for resolution or escalation.
Provide an excellent end-to-end customer experience, maintaining clear communication and follow-up.
Escalate issues to senior staff when solutions are unclear after completing required troubleshooting.
Identify or assist in identifying root causes and contribute to long-term problem resolution.
Document solutions and update internal and end-user knowledgebases.
Support centralized knowledge resources to improve Service Desk efficiency and incident recovery.
Utilize the Problem Management Database and participate in reviews with senior team members.
Provision user roles, rights, and access in Active Directory and business applications.
Maintain and expand knowledge of hotel systems to increase first contact resolution.
Work assigned schedules, maintain regular attendance, and support IT operations as business needs evolve.