Help Desk Analyst I

Responsibilities

• Address team member requests and issues through chat, email, phone, or in person.
• Share relevant information to aid problem solving and assist users.
• Follow up on all open support calls to ensure resolution and ticket closure.
• Remotely access systems to diagnose and resolve problems.
• Communicate reported issues to the Technology Department and escalate to Helpdesk Managers or the appropriate system management representative when needed.
• Participate in required departmental and helpdesk meetings and training sessions.
• Report anomalies to the appropriate system management representative as they arise.
• Install hardware and software, including network printers and approved programs.
• Maintain PCs and peripheral devices to sustain operation, availability, and security of network and computer systems.
• Travel among Loews Hotel/Resorts and Support/Laundry Centers for Orlando and Apopka properties as required.
• Provide basic to intermediate network information to help resolve network issues.
• Perform other duties as assigned.
• Support IPTV services.
• Provide VDI helpdesk support.

Requirements

• Knowledge of computer software including Windows 11, MS Office 2024, and general computer operations.
• Understands wired and wireless networks.
• Effective communication skills and strong organizational abilities.
• Enjoys problem solving and delivering high levels of service in both front and back of house operations.
• Veterans and military spouses are encouraged to apply.

Technologies

• Windows 11
• MS Office 2024
• MS Office 2021 / O365
• IPTV
• VDI

Benefits

• One free meal per shift.
• Free theme park access.
• A dynamic culture that keeps daily work engaging, challenging, fulfilling, and enjoyable.
• A commitment to diversity and opportunities for all team members to reach their potential.
• Investment in training and development opportunities for staff.
• Active participation in social responsibility and community involvement.
• A caring, supportive work environment that treats teammates with consideration.

What We're Looking For

• A team member who prioritizes guest and team member experience and is dedicated to maintaining the hotel and resort property at the highest level of safety and comfort.

Who You Are

• Knowledge of software including Windows 11, MS Office 2024, and general technology operations.
• Understanding of wired and wireless networks.
• Effective communicator and highly organized.
• Enjoys solving problems and delivering strong service across front and back of house.
• Veterans and military spouses encouraged to apply.

Your Experience Includes

• One year of experience as a Helpdesk Technician; hospitality experience is a plus.
• Knowledge of Windows 11, MS Office 2021 / O365, and general IT operations.
• Ability to work a flexible schedule, including weekends, holidays, and night shifts.
• High School Diploma or equivalent is required.
• Bachelor's degree in Information Technology or a related field is preferred.
• Two or more years of experience as a Helpdesk Technician; hospitality experience is a plus (preferred).
• Two or more information technology related certifications (preferred).

About Lakewood Regional Support

Our regional support center provides resources to our hotels across multiple areas including Human Resources, Engineering, Purchasing, Accounting, Security, Group Reservations, Guest Contact Center, Information Technology, Laundry, and Communications.