IT Help Desk (Onsite)

Rosen Hotels; Orlando (FL); Sur place; USD 42 000 - 60 000; Plein temps

Résumé du poste

The Rosen Hotels & Resorts IT Help Desk provides frontline and advanced technical support to associates across our Orlando properties and corporate offices. The role owns incidents and service requests from initial contact through resolution, ensuring quick restoration of services in a 24/7 hospitality environment.

Responsibilities include triaging issues across Windows, Microsoft 365, Active Directory, networking, and enterprise applications, documenting actions, and escalating when needed to

Qualifications

• Minimum of two years in Help Desk or related role.
• Strong Windows, Microsoft 365, Outlook, Teams, and printer skills.
• Experience with Active Directory or Microsoft Entra ID.
• Understanding network basics: TCP/IP, DNS, DHCP, VPN.
• Familiar with IT service management/ticketing platforms.
• Excellent customer service and written communication.
• Ability to multitask in a 24/7 hospitality environment.
• Ability to lift up to 25 pounds regularly.
• Legal authorization to work in the United States.

Responsabilités

• Serve as first point of contact via phone, email, ticketing system, Teams, or in person.
• Triage, prioritize, troubleshoot, and resolve hardware, software, operating system, Microsoft 365, printer, mobile device, peripheral, connectivity, VPN, email, and access-related issues.
• Provide advanced desktop and application troubleshooting before escalation.
• Create, update, and manage tickets with complete documentation.
• Follow established incident, outage, security, account-verification, and after-hours escalation procedures.
• Support critical hospitality operations and business applications, including property systems, End of Day or Night Audit processes, guest-facing technology, point-of-sale or tablet requests, and other assigned enterprise applications.
• Install, configure, deploy, maintain, replace, and troubleshoot desktops, laptops, monitors, printers, mobile devices, and approved software.
• Assist with user accounts, password resets, access requests, and basic Microsoft Active Directory, Microsoft Entra ID, Microsoft 365, and endpoint support within approved permissions and procedures.
• Perform basic network troubleshooting, including wired and wireless connectivity, TCP/IP, DNS, DHCP, VPN, and escalation of infrastructure issues.
• Identify recurring issues, call-volume patterns, aging tickets, service risks, and potential outages. Notify Help Desk leadership and the appropriate technical teams promptly.
• Coordinate with Systems, Networking, Security, Applications, Telecom, field technicians, business teams, and third-party vendors to move issues to resolution.
• Contribute to knowledge base articles, troubleshooting guides, standard operating procedures, training materials, and continuous service improvements.
• Provide professional, clear, and courteous customer service while protecting confidential and sensitive information.
• Maintain accurate IT equipment, asset, deployment, and assignment records as required.
• Comply with company security, data privacy, acceptable-use, drug-free, and tobacco/nicotine-free workplace policies.
• Perform other duties as assigned.

Connaissances

Troubleshooting

Customer service

Documentation

Escalation

Microsoft 365

Active Directory

Networking basics

Ticketing systems

Formation

High School Diploma or GED

Associate degree in IT or related field

CompTIA A+

CompTIA Network+

CompTIA Security+

Microsoft 365 Fundamentals (MS-900)

Azure Fundamentals (AZ-900)

ITIL 4 Foundation

Google IT Support Professional Certificate

Outils

Kaseya BMS

Autotask PSA

ServiceNow

Freshservice

ManageEngine ServiceDesk Plus

Description du poste

Operations Building | Millennium Technology | Full Time

Posted 2 days ago

Description

Summary:

The IT Help Desk provides frontline and advanced technical support to associates across the organization. The role owns incidents and service requests from initial contact through resolution or proper escalation, using sound judgment to restore service quickly and reduce business disruption. This position supports a broad enterprise environment and requires stronger troubleshooting, documentation, customer service, and escalation skills.

• This position supports a 24/7 operation.
• Assigned shifts may include mornings, afternoons, evenings, overnight hours, weekends, and holidays based on business needs.
• Work may be performed by phone, remotely, at a corporate office, or at hotel and business locations.
• Travel between local properties may be required.
• The role may participate in after-hours incident response, scheduled technology deployments, maintenance activities, and major operational events.

Responsibilities:

• Serve as the first point of contact for support requests received by phone, email, the ticketing system, Microsoft Teams, or in person.Triage, prioritize, troubleshoot, and resolve hardware, software, operating system, Microsoft 365, printer, mobile device, peripheral, connectivity, VPN, email, and access-related issues.
• Triage, prioritize, troubleshoot, and resolve hardware, software, operating system, Microsoft 365, printer, mobile device, peripheral, connectivity, VPN, email, and access-related issues.
• Provide advanced desktop and application troubleshooting before escalating, including root-cause isolation, impact assessment, log or error review, and validation of the final resolution.
• Create, update, and manage tickets with complete documentation, including symptoms, business impact, troubleshooting performed, customer communication, ownership, status, and resolution.
• Follow established incident, outage, security, account-verification, and after-hours escalation procedures. Continue escalation until the issue is acknowledged by the appropriate team or vendor.
• Support critical hospitality operations and business applications, including property systems, End of Day or Night Audit processes, guest-facing technology, point-of-sale or tablet requests, and other assigned enterprise applications.
• Install, configure, deploy, maintain, replace, and troubleshoot desktops, laptops, monitors, printers, mobile devices, and approved software.
• Assist with user accounts, password resets, access requests, and basic Microsoft Active Directory, Microsoft Entra ID, Microsoft 365, and endpoint support within approved permissions and procedures.
• Perform basic network troubleshooting, including wired and wireless connectivity, TCP/IP, DNS, DHCP, VPN, and escalation of infrastructure issues.
• Identify recurring issues, call-volume patterns, aging tickets, service risks, and potential outages. Notify Help Desk leadership and the appropriate technical teams promptly.
• Coordinate with Systems, Networking, Security, Applications, Telecom, field technicians, business teams, and third-party vendors to move issues to resolution.
• Contribute to knowledge base articles, troubleshooting guides, standard operating procedures, training materials, and continuous service improvements.
• Provide professional, clear, and courteous customer service while protecting confidential and sensitive information.
• Maintain accurate IT equipment, asset, deployment, and assignment records as required.
• Comply with company security, data privacy, acceptable-use, drug-free, and tobacco/nicotine-free workplace policies.
• Perform other duties as assigned.

Experience/Qualifications:

Minimum of two years of experience in Help Desk, Service Desk, Desktop Support, Technical Support, or a related role preferred. Equivalent education, training, and demonstrated technical ability may be considered.

• Working knowledge of Microsoft Windows, Microsoft 365, Outlook, Teams, common business applications, computer hardware, printers, mobile devices, and endpoint peripherals.
• Practical knowledge of Active Directory or Microsoft Entra ID account support, permissions, authentication, and access-control processes.
• Understanding of core networking concepts, including TCP/IP, DNS, DHCP, wired and wireless connectivity, and VPN troubleshooting.
• Experience using an IT service management or ticketing platform such as Kaseya BMS, Autotask PSA, ServiceNow, Freshservice, or ManageEngine ServiceDesk Plus is preferred.
• Ability to analyze issues, follow technical procedures, recognize risk, make sound decisions within assigned authority, and escalte effectively.
• Strong customer service, written communication, phone support, documentation, organization, and time-management skills.
• Ability to manage multiple priorities in a fast-paced, 24/7 hospitality environment and remain dependable during critical operational events.
• Ability to work independently and collaboratively with minimal supervision.
• Ability to maintain confidentiality and handle sensitive company and user information appropriately.
• Ability to lift up to 25 pounds regularly and up to 50 pounds occasionally.
• Must be legally authorized to work in the United States.

Education and Certification(s)/License(s):

• High School Diploma or GED required. Associate degree in Information Technology, Computer Science, Cybersecurity, or a related field preferred.
• CompTIA A+, Network+, Security+, Microsoft 365 Fundamentals (MS-900), Azure Fundamentals (AZ-900), ITIL 4 Foundation, Google IT Support Professional Certificate, or comparable certification preferred.
• Industry certifications, demonstrated advanced support capability, and successful completion of internal competency requirements may be considered when evaluating placement in the T1/T2 Specialist level.
• Valid driver’s license may be required based on departmental needs.

Discover Life at Rosen:

Your career is here in our diverse and friendly workplace, where your individuality and ideas are valued. Our company, with more than 3,000 associates, thrives on teamwork and ingenuity. It is this team that makes Rosen Hotels & Resorts® in Orlando one of Florida’s most respected hospitality companies to work for.

Benefits Our Associates Enjoy:

• Affordable Health and Dental Insurance
• On-site Medical Center
• Competitive Compensation
• Holiday Pay
• Birthday Pay
• Paid Vacation and Personal Days
• Tuition Reimbursement and Higher Education Scholarships
• 401(k) Retirement Savings Plan
• Hospitality and Dining Discounts
• Access to our Family Outreach Center
• And much more

We are proud to be an equal-opportunity employer and a drug- and nicotine-free workforce.