Help Desk Analyst - CORP

Montage International North America, LLC; Irvine (CA); On-site; USD 34,000 - 49,000; Full time

Job summary

Montage International is seeking a Help Desk Analyst to provide efficient IT support to end users, handling tickets from intake to resolution. The role emphasizes technical knowledge, proactive problem solving, and clear communication with users of varying technical proficiency.

Candidates should be adept with Office 365, Windows environments, and basic networking. The position requires weekday, evening, and weekend availability and may involve travel to hotel sites.

Qualifications

• Strong skills with Microsoft Office and Windows 10; basic server knowledge.
• Willingness to learn new technologies.
• CompTIA A+ and Network+ preferred.
• Understanding of ITIL processes.
• Excellent communication and customer service.

Responsibilities

• Serve as first point of contact for IT requests via ticketing system, phone, and email.
• Create incident tickets and route to appropriate support groups.
• Assist users with Office, Windows, network, email, printers, and scanning.
• Manage accounts and passwords using Windows Server, Active Directory, Azure, and Office 365.
• Document resolutions and create training materials.
• Move and set up IT equipment.
• Inventory physical IT equipment.

Skills

Microsoft Office

Windows 10

Windows Server 2016+

Active Directory

Azure

Office 365

ITIL

CompTIA A+

CompTIA Network+

Customer service

Tools

None

Job description

Live Your Passion. Add Your Magic. At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application. We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes. If you are an internal applicant, please log into Workday and apply for your application to be considered.

SUMMARY

The IT Specialist / Help Desk Analyst’s role is to provide efficient and courteous technical assistance to Montage International end users. This includes receiving, prioritizing, documenting, and actively resolving tickets in a professional and proactive manner. The Help Desk Analyst must be able to demonstrate a strong technical knowledge and an ability to communicate effectively to understand the issue while explaining the solution to end users with varying technical proficiencies.

ESSENTIAL FUNCTIONS

• Serve as an initial point of contact for IT-related requests via the ticketing system, phone queue, and email.
• Create incident tickets and route to appropriate support groups for processing.
• Assist end users with questions and problems pertaining to Microsoft Office products, Windows 10, Mac OS, basic network connectivity, email, printers, scanning, fax, etc.
• Use Windows Server 2016 or higher, Active Directory, Azure and Office365 to facilitate account and email management, password resets and account lock/unlock.
• Adjust file and folder permissions on Windows Server and M365 based file services.
• Document ticket resolutions and create how-to information/training materials.
• Move and set up IT equipment such as desktops, monitors, desk phones, servers, cables, etc.
• Document physical equipment inventory according to intake, outtake, and out-of-service statuses.

QUALIFICATIONS

• Excellent understanding, usage and troubleshooting of Microsoft Office (Outlook, Word, Excel, and PowerPoint), Windows 10 and Windows Server 2016 or higher.
• Aptitude and desire to learn new technologies as required.
• CompTIA A+ and CompTIA Network+ or related certifications preferred.
• Solid understanding of the Help Desk ITIL processes and best practices.
• Strong communication, customer service, and problem-solving skills.
• Attention to detail.
• Excellent communication skills, both verbal and written whether using the phone, a computer or in-person.
• Available to work weekdays, evenings, and weekends.
• Able to travel occasionally to various hotel sites to assist the local IT team.

PHYSICAL REQUIREMENTS

Most work tasks are performed indoors. Must be able to sit at a desk for at least 5 hours per day. Walking and standing are required the rest of the working day. This may include traveling to and from meetings, as well as travel to properties for on-site installation support as required. Must have finger dexterity and be able to operate basic office equipment such as a desktop computer, copier, and fax machine. Must be able to lift up to 15-20 lbs. on a regular basis. Requires grasping, writing, standing, sitting, walking, bending, stooping, squatting, stretching, repetitive motions, listening and hearing ability and visual acuity to fulfill tasks

SCHEDULE & PAY

The pay scale for the Help Desk Analyst is $30.00 an hour. The pay scale is the base hourly wage range, exclusive of incentive pay such as commissions, piece rates, gratuities, and the like, that Montage reasonably expects to pay for the position. Please let us know if you have any questions.

In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

At Montage Hotels & Resorts and Pendry Hotels, we’re committed to delivering extraordinary, personalized and authentic experiences. How we get there is by empowering our associates to think creatively. Grow their talents. Encourage them to have fun. And allow them to follow their passion in creating moments guests will long remember. At Montage and Pendry, opportunities for career growth are bountiful, and training programs are open to those seeking advancement. We encourage all of our associates to continuously learn and grow. Working at Montage and Pendry is more than a job; it’s a way of life.

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