Help Desk Technician

As an Information Systems Help Desk Technician at The Broadmoor Hotel, you will be the first point of contact for technical support across the property in Colorado Springs. You will troubleshoot and resolve issues across hardware, software, networks, and hotel-critical applications while supporting both hotel associates and guests.

This onsite role centers on keeping business technology running reliably, handling daily help desk requests, and escalating complex problems when needed, all while meeting The Broadmoor’s service and excellence standards.

Key Responsibilities

• Answer technical support requests through phone, email, chat, and in-person interactions with prompt, professional, customer-focused service.
• Troubleshoot and resolve issues across desktops, laptops, mobile devices, printers, thin clients, and other peripherals, including hardware, software, and connectivity problems.
• Support core hotel systems such as Property Management Systems (PMS), Point-of-Sale (POS) terminals, Virtual Desktop Infrastructure (VDI), IPTV platforms, and other business-critical applications.
• Assist with wired and wireless network connectivity issues in guest rooms, meeting spaces, offices, and public areas.
• Install, configure, deploy, relocate, and replace computer hardware, peripherals, and related technology equipment across the property.
• Diagnose and resolve technical issues involving operating systems, software applications, user accounts, and workstation performance.
• Log, update, track, and close support tickets in the IT service management system, maintaining accurate documentation and timely resolution.
• Monitor the Help Desk email account and service queues, prioritize requests, and route work assignments appropriately.
• Document system issues, software malfunctions, troubleshooting steps, and resolutions for support records and knowledge resources.
• Escalate complex technical issues to Information Systems leadership, specialized support teams, or third-party vendors as appropriate.
• Provide white-glove technical support for VIP guests, executive leadership, conference centers, meetings, and special events.
• Perform routine Help Desk operations, including scheduled maintenance, system checks, and preventative support tasks.
• Support workstation security by applying updates, maintaining antivirus protection, enforcing access controls, and following cybersecurity best practices.
• Protect confidential company, employee, and guest information while ensuring compliance with privacy, data protection, and PCI/PII security requirements.
• Assist with system backups, device imaging, software deployments, and technology lifecycle management initiatives.
• Provide user training and guidance on supported hardware, software applications, and hotel technology systems.
• Maintain accurate inventories of computer hardware, software licenses, mobile devices, and related technology assets.
• Collaborate with departmental leaders to ensure technology resources support operational and guest service objectives.
• Follow established IT policies, procedures, and service standards while independently managing multiple priorities in a fast-paced hospitality environment.
• Ensure compliance with The Broadmoor guidelines, including operational procedures, safety policies, and institutional standards for excellence (Forbes Travel Guide and AAA Five-Diamond).
• Maintain a willingness to learn about The Broadmoor’s history, estate grounds, wilderness properties, culinary offerings, and retail outlets.
• Complete additional duties and responsibilities as required.

Required Qualifications

• Minimum of a high school diploma or GED equivalent.
• Current CompTIA A+ certification required for consideration.
• Ability to obtain CompTIA Network+, CompTIA Security+, or equivalent industry-recognized certification within 180 days of employment.

Preferred Qualifications

• Previous Help Desk, Desktop Support, Technical Support, or Information Systems experience.
• Experience supporting Microsoft Windows environments, networking, printers, mobile devices, and business applications.
• Hospitality technology experience, including support of PMS, POS, IPTV, VDI, and guest-facing technology systems.

Additional Requirements

• Ability to maintain confidentiality and handle sensitive information with professionalism and discretion.
• Highly motivated team player with strong collaboration and positive energy.
• Excellent communication skills, including negotiation and conflict resolution, in a fast-paced environment.
• Ability to lift, pull, or push up to 50 lbs. with assistance and proper safety practices.
• Flexible schedule including weekends and holidays as required by the calendar of events.
• Reasonable accommodation will be provided for individuals with disabilities.

Compensation

$24.00/hour

Benefits

• Comprehensive health and dental insurance
• 401(k) retirement plan
• Exclusive local discounts
• Professional growth and mentorship from top industry experts

Technology & Certifications

• Property Management Systems (PMS)
• Point-of-Sale (POS) terminals
• Virtual Desktop Infrastructure (VDI)
• IPTV platforms
• Microsoft Windows
• CompTIA A+, CompTIA Network+, CompTIA Security+

Application Notes

• Your application will not be penalized for redacting or removing age-identifying information (such as age, date of birth, or dates of school attendance/graduation).
• This posting is expected to close by the date listed at the top of the page and may close sooner if filled.
• If necessary, the posting will remain open until filled.

If you do not meet every qualification, The Broadmoor encourages you to apply. Exceptional candidates who show a genuine willingness to learn, grow, and help deliver Five-Star service are welcome to apply.