Onsite IT Help Desk Analyst - Tier 1 | User Support

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

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan

Hotel room discounts

Paid Time Off

Job summary

Millennium Hotels & Resorts, corporate IT team in Denver, is seeking an IT Help Desk Analyst to deliver first-line support to employees. You will troubleshoot hardware, software, network, and device issues, assist with password resets, and escalate complex problems while maintaining a positive, service-oriented attitude.

This role requires strong communication and problem-solving skills and a passion for hospitality-driven support.

Qualifications

• High school diploma or equivalent required.
• Associate degree or IT certification preferred.
• Experience in customer service, hospitality, retail, or service-oriented 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.
• 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.
• 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.
• 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.

Skills

Customer service

Communication

Problem solving

Teamwork

Hospitality mindset

Windows OS

Ticketing system

Education

High school diploma

Associate degree / IT certification

CompTIA A+ or Google IT Support

Tools

Ticketing system

Job description

Millennium Hotels & Resorts, corporate IT team in Denver, is seeking an IT Help Desk Analyst to deliver first-line support to employees. You will troubleshoot hardware, software, network, and device issues, assist with password resets, and escalate complex problems while maintaining a positive, service-oriented attitude.

This role requires strong communication and problem-solving skills and a passion for hospitality-driven support.