Help Desk Analyst I

Loews Hotels & Co; Orlando (FL); On-site; USD 48,000 - 70,000; Full time

Benefits offered by this job

Paid parental leave

401K matching

Travel benefits

Learning & development

Job summary

Loews Hotels & Co in Orlando is seeking a Helpdesk Technician to support guests and team members across our properties. You will handle requests via chat, email, phone, or in person while providing timely solutions and documentation.

The role requires knowledge of Windows 11, MS Office 2021/O365, basic networking, and strong communication skills. Flexibility to work weekends, holidays, and nights is expected, with potential travel between Orlando/Apopka locations.

Qualifications

• One year of helpdesk experience (Hospitality a plus).
• Knowledge of Windows 11, MS Office 2021/O365 and general IT operations.

Responsibilities

• Support team members via chat, email, phone, or in person.
• Provide information for problem solving to assist team members.
• Follow up on pending tickets to ensure resolution.
• Remotely access systems to resolve issues.
• Communicate issues to the Technology Department and escalate as needed.
• Attend required departmental/helpdesk meetings and training.
• Install hardware and software such as network printers and approved programs.
• Maintain PCs and peripherals for operation and security.
• Travel among Loews properties in Orlando/Apopka for support.
• Provide basic to intermediate network information to resolve issues.
• Assist with IPTV VDI Helpdesk support.

Skills

Effective communication

Problem solving

Organized

Customer service

Education

High School Diploma or Equivalent

Bachelor’s degree IT or related (Preferred)

Two IT certifications (Preferred)

Tools

Windows 11

MS Office 2021/O365

Network printers

IPTV VDI

Job description

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 elevate 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)

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.