Help Desk Analyst I

loewshotels; Orlando (FL); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

One free meal per shift

Free theme park access

Job summary

Loews Hotels at Universal Orlando is looking for a Helpdesk Technician to support guest-facing and back-office technology across Orlando properties. You will troubleshoot hardware, software, and network issues, and assist team members across shifts to maintain optimal IT service levels.

Ideal candidates have 1 year of helpdesk experience, strong Windows 11 and MS Office skills, and a willingness to travel between Loews properties.

Qualifications

• One year of experience as a Helpdesk Technician (Hospitality a plus).
• Proficient with Windows 11, MS Office 2021/O365 and general IT operations.

Responsibilities

• Support team members' requests via chat, email, phone, or in person.
• Provide information to help resolve issues and assist in problem solving.
• Follow up on all pending calls to ensure solution and ticket closure.
• Remotely access systems to resolve team member issues.
• Communicate issues and escalate to the Technology Department as needed.
• Attend required departmental/helpdesk meetings and training.
• Report anomalies to the appropriate system management representative.
• Hardware and software installation, such as network printers or approved programs.
• Maintain PCs and peripheral devices to ensure operation, availability, and security of networks and computer systems.
• Duties require traveling amongst all Loews Hotel/Resorts and Support/Laundry Centers for Orlando/Apopka properties.
• Provide basic to intermediate network information to resolve network issues.
• Other duties as assigned.
• Support for IPTV
• VDI Helpdesk support

Skills

Windows 11

MS Office 2021/O365

Networking basics

Communication

Organization

Troubleshooting

Education

High School Diploma

Bachelor's degree in IT (preferred)

Tools

MS Office

ITSM tools (unspecified)

Job description

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.

Named one of Central Florida's Top Workplaces and one of America's Best-in-State Employers by Forbes, we are committed to our "power of we" culture.

Are you looking for a place where you can bring your authentic self to work every day and be able to connect, engage and delight?

We offer excellent benefits and perks including one free meal per shift and free theme park access.

We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.

We embrace diversity at our core and offer the opportunity for all team members to reach their potential.

We invest in training and development opportunities for all team members.

We promote social responsibility by being a good neighbor in the community.

We care for you, just as we care for others.

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.

About Lakewood Regional Support

Our regional support center provides resources to our hotels for multiple areas including Human Resources, Engineering, Purchasing, Accounting, Security, Group Reservations, Guest Contact Center, Information Technology, Laundry and Communications.

What We're Looking For :

A Team Member who cares about the guest and team member experience and is commitment to maintaining our hotel/resort property at the highest level of safety and comfort.

Who You Are :

• Knowledge and understanding of computer software to include Windows 11, MS Office 2024 and general computer and technology operations.
• Understands networks - wired and wireless
• Effective communicator and highly organized
• Enjoys solving problems
• Values providing a high level of service in both the front and back of the house
• Veterans and military spouses encouraged to apply

What You'll Do :

• Support team members request and issue via chat, email, phone, or in person.
• Provide appropriate information for problem solving to assist team members.
• Follow up on all pending support calls to ensure solution and ticket closure.
• Remotely access systems to resolve team members issues.
• Communicate issues and problems reported to the Technology Department and escalation to Helpdesk Managers or the appropriate system management representative.
• Attends all required departmental/helpdesk meetings/training.
• Reports any anomalies to the appropriate system management representative as they arise.
• Hardware and software installation, such as network printers or approved programs.
• Maintains PC and peripheral devices necessary to ensure the operation, availability and security or network and computer systems.
• Duties requires traveling amongst all Loews Hotel/Resorts and Support/Laundry Centers for Orlando/ Apopka properties.
• Provide basic to intermediate network information to resolve network issue.
• Other duties as assigned.
• Support for IPTV
• VDI Helpdesk support

Your Experience Includes :

• One years of experience as a Helpdesk Technician (Hospitality a plus) or Technical experience.
• Knowledge and understanding computer software to include Windows 11, MS Office 2021/O365 and general computer and technology operations.
• Able to work flexible schedule, including weekends, holidays, and nightshift.
• High School Diploma or Equivalent is required.
• Bachelor's degree Information Technology or related field. (Preferred)
• Two or more years' experience as a Helpdesk Technician (Hospitality a plus). (Preferred)
• Two or more Information Technology related certifications. (Preferred)