IT Help Desk Analyst - Tier 1

The IT Help Desk Analyst Tier 1 role at Millennium Hotels and Resorts provides first-level technical support for employees, addressing common hardware, software, network, and system issues and escalating more complex problems as needed. The position emphasizes timely ticket handling, clear communication, and accurate documentation in a fast-paced, hospitality-focused environment.

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 other peripheral equipment
• Assist 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, customer-focused technical support
• Communicate technical information clearly to users with varying levels of technical knowledge
• Follow up on open issues to support timely resolution and a positive user experience
• Log, prioritize, track, and resolve help desk tickets accurately
• 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
• Support employee onboarding and offboarding by assisting with account setup, equipment, and access needs
• Support user access to company systems, applications, and technology resources
• Assist with deployment, configuration, and maintenance of IT equipment
• Follow established procedures for user permissions, security, and access management
• Assist with IT projects, system upgrades, and technology initiatives as assigned
• 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 solutions-oriented team environment
• Support a culture of respect, accountability, and continuous improvement
• Assist with developing and maintaining technical resources and knowledge articles
• 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

Requirements

• 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 preferred
• CompTIA A+, Google IT Support, or other entry-level IT certification is a plus, but not required
• 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
• 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 approach to assisting users
• Strong attention to detail and organizational skills
• Ability to prioritize multiple requests and manage competing deadlines
• Demonstrates curiosity and willingness to learn and develop technical skills
• 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
• 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

Technologies

• Windows
• CompTIA A+
• Google IT Support

Location and Work Schedule

Onsite in Denver Tech, Colorado. 5 days in the office.

Compensation

$22.00 - $25.00 per hour.

Benefits

• 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)