24/7 IT Help Desk - Hospitality Tech Support

Rosen Hotels & Resorts; Orlando (FL); On-site; USD 42,000 - 60,000; Full time

Job summary

The Rosen Hotels & Resorts IT Help Desk provides frontline and advanced technical support to associates across our Orlando properties and corporate offices. The role owns incidents and service requests from initial contact through resolution, ensuring quick restoration of services in a 24/7 hospitality environment.

Responsibilities include triaging issues across Windows, Microsoft 365, Active Directory, networking, and enterprise applications, documenting actions, and escalating when needed to

Qualifications

• Minimum of two years in Help Desk or related role.
• Strong Windows, Microsoft 365, Outlook, Teams, and printer skills.
• Experience with Active Directory or Microsoft Entra ID.
• Understanding network basics: TCP/IP, DNS, DHCP, VPN.
• Familiar with IT service management/ticketing platforms.
• Excellent customer service and written communication.
• Ability to multitask in a 24/7 hospitality environment.
• Ability to lift up to 25 pounds regularly.
• Legal authorization to work in the United States.

Responsibilities

• Serve as first point of contact via phone, email, ticketing system, Teams, or in person.
• Triage, prioritize, troubleshoot, and resolve hardware, software, operating system, Microsoft 365, printer, mobile device, peripheral, connectivity, VPN, email, and access-related issues.
• Provide advanced desktop and application troubleshooting before escalation.
• Create, update, and manage tickets with complete documentation.
• Follow established incident, outage, security, account-verification, and after-hours escalation procedures.
• Support critical hospitality operations and business applications, including property systems, End of Day or Night Audit processes, guest-facing technology, point-of-sale or tablet requests, and other assigned enterprise applications.
• Install, configure, deploy, maintain, replace, and troubleshoot desktops, laptops, monitors, printers, mobile devices, and approved software.
• Assist with user accounts, password resets, access requests, and basic Microsoft Active Directory, Microsoft Entra ID, Microsoft 365, and endpoint support within approved permissions and procedures.
• Perform basic network troubleshooting, including wired and wireless connectivity, TCP/IP, DNS, DHCP, VPN, and escalation of infrastructure issues.
• Identify recurring issues, call-volume patterns, aging tickets, service risks, and potential outages. Notify Help Desk leadership and the appropriate technical teams promptly.
• Coordinate with Systems, Networking, Security, Applications, Telecom, field technicians, business teams, and third-party vendors to move issues to resolution.
• Contribute to knowledge base articles, troubleshooting guides, standard operating procedures, training materials, and continuous service improvements.
• Provide professional, clear, and courteous customer service while protecting confidential and sensitive information.
• Maintain accurate IT equipment, asset, deployment, and assignment records as required.
• Comply with company security, data privacy, acceptable-use, drug-free, and tobacco/nicotine-free workplace policies.
• Perform other duties as assigned.

Skills

Troubleshooting

Customer service

Documentation

Escalation

Microsoft 365

Active Directory

Networking basics

Ticketing systems

Education

High School Diploma or GED

Associate degree in IT or related field

CompTIA A+

CompTIA Network+

CompTIA Security+

Microsoft 365 Fundamentals (MS-900)

Azure Fundamentals (AZ-900)

ITIL 4 Foundation

Google IT Support Professional Certificate

Tools

Kaseya BMS

Autotask PSA

ServiceNow

Freshservice

ManageEngine ServiceDesk Plus

Job description

The Rosen Hotels & Resorts IT Help Desk provides frontline and advanced technical support to associates across our Orlando properties and corporate offices. The role owns incidents and service requests from initial contact through resolution, ensuring quick restoration of services in a 24/7 hospitality environment.

Responsibilities include triaging issues across Windows, Microsoft 365, Active Directory, networking, and enterprise applications, documenting actions, and escalating when needed to