IT Help Desk Analyst - Tier 1

Millennium & Copthorne Hotels; Denver (CO); On-site; USD 30,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company M"

Paid Time Off & Paid Holidays

Hotel Room Discounts

Employee Assistance Program

Job summary

Millennium Hotels & Resorts is hiring an IT Help Desk Analyst – Tier 1 for our onsite Denver Tech office (5 days in the office). You will provide first-level technical support to employees, diagnose common issues, and escalate complex problems to Tier 2/3 while maintaining a strong customer-service mindset.

The role emphasizes hospitality excellence, responsiveness, and clear communication. Strong problem-solving and documentation skills are essential in a fast-paced corporate IT team.

Qualifications

• High school diploma or equivalent required.
• Associate degree, technical certification, or IT coursework preferred.
• Experience in customer service, hospitality, or service environment is preferred.
• CompTIA A+, Google IT Support, or other entry-level IT certification is a plus, but not required.

Responsibilities

• Provide first-level technical support to employees by phone, email, chat, or in person.
• Diagnose and resolve common hardware, software, network, and system issues.
• Troubleshoot computers, monitors, printers, mobile devices, applications, and peripheral equipment.
• Escalate complex or unresolved issues to Tier 2 or Tier 3 IT resources.
• Log, prioritize, track, and resolve help desk tickets; document troubleshooting steps and resolutions.

Skills

Customer service

Communication

Problem-solving

Hospitality mindset

Education

High school diploma

Associate degree or IT coursework

IT certifications (e.g., CompTIA A+)

Tools

Windows OS

Ticketing system

Business applications

Job description

Millennium Hotels & Resorts – Corporate
Location: Onsite – Denver Tech, Colorado (5 Days in the Office)
Hourly - $22.00 - $25.00

Join the Team at Millennium Hotels & Resorts

At Millennium Hotels & Resorts, we are driven by a commitment to excellence, innovation, and delivering exceptional hospitality experiences across a global portfolio. Our corporate teams play a critical role in supporting our properties, driving strategy, and enabling operational success.

About Corporate Operations

Our corporate office serves as the strategic and operational hub for Millennium Hotels & Resorts, supporting the hotels across multiple regions and brands. From finance and human resources to operations, marketing, and development, our teams work collaboratively to drive performance, enhance guest experiences, and support our employees across the portfolio.

This environment is fast-paced, collaborative, and focused on delivering results while maintaining the highest standards of professionalism and service.

As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotels are backed by a legacy of quality, consistency, and service excellence.

At Millennium, we are guided by our core values:

• Passion for Hospitality – Delivering meaningful and memorable guest experiences
• Entrepreneurial Spirit – Taking ownership and acting with agility
• Innovation – Continuously improving how we operate and serve
• Progressive & Solutions-Oriented – Staying adaptable and focused on results

These values shape how we work, how we lead, and how we create exceptional experiences for our guests and our employees.

About the Role

As our IT Help Desk Analyst – Tier 1, you will play an integral role in providing timely, reliable technical support to our employees while contributing to a collaborative and service-focused IT team environment.

This role is ideal for someone who brings a passion for helping others, strong problem-solving skills, attention to detail, and a commitment to continuous improvement and results.

Your Impact – Frontline / Tier 1

You are a key point of contact for employees needing technical assistance. Your responsiveness, technical knowledge, and service mindset will help ensure employees have the tools, access, and support they need to work effectively. You will troubleshoot issues, resolve common technical problems, and escalaton complex matters while providing a positive support experience.

What You’ll Be Doing

Technical Support & Troubleshooting

• Provide first-level technical support to employees by phone, email, chat, or in person
• Diagnose and resolve common hardware, software, network, and system issues
• Troubleshoot computers, monitors, printers, mobile devices, applications, and peripheral equipment
• Assist employees with password resets, account access, software issues, and basic connectivity problems
• Escalate complex or unresolved issues to Tier 2, Tier 3, or the appropriate IT resource

Service & User Experience

• Deliver responsive, professional, and customer-focused technical support
• Communicate technical information clearly to users with varying levels of technical knowledge
• Follow up on open issues to ensure timely resolution and a positive user experience
• Anticipate user needs and approach problems with a solutions-first mindset
• Maintain a professional and helpful attitude in a fast-paced environment

Ticket Management & Documentation

• Accurately log, prioritize, track, and resolve help desk tickets
• Document troubleshooting steps, resolutions, and relevant technical information
• Maintain accurate records of hardware, software, user accounts, and support activities
• Meet established response and resolution timeframes
• Identify recurring issues and communicate trends or potential improvements to IT leadership

Systems & Access Support

• Assist with employee onboarding and offboarding by supporting account setup, equipment, and access needs
• Support user access to company systems, applications, and technology resources
• Assist with the deployment, configuration, and maintenance of IT equipment
• Follow established procedures for user permissions, security, and access management
• Support IT projects, system upgrades, and technology initiatives as assigned

Team Collaboration

• Work collaboratively with IT and other departments to resolve technical issues
• Communicate effectively with employees, managers, vendors, and IT team members
• Share knowledge and contribute to a positive, solutions-oriented team environment
• Support a culture of respect, accountability, and continuous improvement
• Assist with developing and maintaining helpful technical resources and knowledge articles

Security, Compliance & Standards

• Follow all company IT policies, security standards, and procedures
• Protect confidential company and employee information
• Follow cybersecurity best practices and report suspected security incidents promptly
• Maintain accuracy in technical documentation, ticketing, and asset records
• Uphold a culture of accountability, security, and operational excellence

Education & Experience

• High school diploma or equivalent required
• Associate degree, technical certification, or coursework in Information Technology, Computer Science, or a related field preferred
• Experience in customer service, hospitality, retail, or another service-oriented environment is preferred
• CompTIA A+, Google IT Support, or other entry-level IT certification is a plus, but not required

Technical Skills

• Basic understanding of computers, hardware, software, and networking concepts
• Familiarity with Windows operating systems and common business applications
• Ability to troubleshoot basic technical issues and identify when escalation is needed
• Comfortable learning new software, systems, and technology
• Basic understanding of password management, user accounts, and access permissions
• Ability to accurately document issues, troubleshooting steps, and resolutions in a ticketing system

Communication & Problem-Solving

• Strong customer service and communication skills
• Ability to explain technical information clearly to non-technical users
• Strong problem-solving and critical-thinking skills
• Patient, professional, and approachable when assisting users with technical issues
• Strong attention to detail and organizational skills
• Ability to prioritize multiple requests and manage competing deadlines
• Demonstrates curiosity and a willingness to learn and develop technical skills

Hospitality & Team Mindset

• Passion for providing excellent internal customer service
• Comfortable working in a fast-paced, hospitality-driven environment
• Demonstrates ownership and follows through on assigned tasks
• Works collaboratively with team members and other departments
• Maintains a positive, solutions-oriented attitude
• Demonstrates professionalism, reliability, and accountability

Physical & Work Requirements

• Ability to work at a computer for extended periods
• Ability to occasionally lift, move, or set up standard IT equipment such as computers, monitors, and printers
• Flexibility to support occasional after-hours, weekend, or holiday IT needs as business requirements dictate

At Millennium Hotels & Resorts, we support our employees with a competitive benefits package designed to promote wellbeing and long-term success:

• Medical, Dental & Vision Insurance
• Company-paid Life and AD&D Insurance
• Short-Term and Long-Term Disability Coverage
• 401(k) Retirement Plan with Company Match (where applicable)
• Paid Time Off & Paid Holidays
• Hotel Room Discounts across our global portfolio
• Employee Assistance Program (EAP)

Benefits eligibility and offerings are subject to plan terms and company policy.

Why Join Us

At Millennium Hotels & Resorts, you’re not just taking a job—you’re joining a team passionate about hospitality, growth, and creating memorable experiences.

Whether you’re behind the scenes or on the front line, your work makes an impact. If you’re ready to learn, grow, and be part of something meaningful, we’d love to meet you.