Help Desk Analyst I — Frontline IT Support

Holiday Inn Club Vacations Incorporated; Orlando, Northern (FL, KY); Hybrid; USD 42,000 - 58,000; Full time

Job summary

Holiday Inn Club Vacations Incorporated is seeking an IT Help Desk specialist to provide advanced phone and email technical support, solving moderate to high complexity issues for 5000+ employees across corporate campus and remote sites.

You will respond to inquiries, document ticket details, and escalate when needed, ensuring timely resolutions and customer satisfaction in a fast-paced environment at our Orlando campus.

Qualifications

• Associate degree (A.A.) or up to two years related experience and/or training preferred; or equivalent combination of education and experience in help desk or desktop support.
• 1-3 years’ experience in a related IT position or Help Desk
• Relevant Professional Certifications or currently pursuing is a plus not required.
• Proficiency with Microsoft Business products and operating systems
• Working knowledge with HP printers and other peripherals; and familiar with related setup and administration
• Excellent written and oral communication skills
• Ability to multi-task in a fast-paced corporate environment
• Demonstrates excellent customer service knowledge, skills, and abilities including trustworthiness and honesty

Responsibilities

• Answer/handle up to 30-50 support calls per day.
• Handle calls professionally and efficiently.
• Diligently monitor the Ticket/Task queues and our support inbox.
• Respond to and resolve tickets within prescribed SLAs.
• Ensure detailed notes on all worked tickets.
• Readily identify issues that cannot be solved by the Service Desk and escalated accordingly.

Skills

Excellent communication

Problem solving

Multi-tasking

Customer service

Teamwork

Education

Associate degree in IT

Two-year IT certificate

Tools

Microsoft Windows OS

HP printers

Microsoft 365

Job description

Holiday Inn Club Vacations Incorporated is seeking an IT Help Desk specialist to provide advanced phone and email technical support, solving moderate to high complexity issues for 5000+ employees across corporate campus and remote sites.

You will respond to inquiries, document ticket details, and escalate when needed, ensuring timely resolutions and customer satisfaction in a fast-paced environment at our Orlando campus.