Step into a role where your tech expertise keeps an entire organization running smoothly, solving problems that make a real impact every day!

As a Help Desk Analyst, you’ll be the go-to hero for end users, working with cutting-edge systems, smart leaders, and a team that values innovation, reliability, and growth. 

Summary: The Help Desk Analyst is responsible for providing support to end users within the organization. This role involves assisting in the daily operation, support, and security of technology and data that enable business operations. The individual will collaborate with technology leaders and management to implement company-wide initiatives and maintain technologies to ensure system uptime and reliability.

Essential Duties and Responsibilities:

• Provide support for tickets, calls, and emails from end users.
• Troubleshoot issues by identifying the caller and determining the problem description.
• Categorize and capture tickets in ITSM.
• Accurately interpret and fulfill customer requests to achieve resolution.
• Manage and prioritize IT problems impacting revenue and/or guests for quick resolution and proactively seek preventive maintenance.
• User account management, setting up accounts, changing and deletion.
• Deploy and distribute new systems for users.
• Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures.
• Perform other duties as needed or required.

Experience:

• Minimum of one to three years in a position responsible for supporting the ongoing operation of information technology systems in a help desk or call center environment.

Qualifications:

• Ability to Understand and Clearly Communicate Technical Information to Non-IT Personnel.
• Ability to Follow Policies and Procedures and understand when to seek guidance from others.
• Ability to multi-task, time-manage, and work in a structured environment.
• Ability to communicate with all Levels of Management.
• Proficiency in Mainstream PC Desktop Applications, and the effective use of Internet Technology and Services.
• Strong Communication Skills both Verbal and Written.
• Strong Analytical Aptitude and Problem-Solving Skills.
• Practical Understanding of Current Network Terminology and Fundamentals.
• Practical Knowledge of Microsoft Operating Systems, including Microsoft Office Suite of applications, iOS and Android.
• Practical Knowledge of Troubleshooting Computer Hardware and Peripheral Connectivity.
• Must Have a Passion for Technology, Hospitality and Growing within the Organization.

Platform Experience:

Ideal Candidates will have Applicable Experience with 50%+ of these Platforms:

• Office365
• VOIP technologies
• Cisco Meraki Networking
• Microsoft Operating Systems
• Microsoft Office suite of applications
• Printers & Copiers
• Anti-Virus, MDR, email, and networking security tools
• Audio Visual systems
• PBX Systems (Mitel, NEC, ComXchange)
• CCTV systems and networks

Typical Mental Demands:

• Able to analyze and organize work assignments
• Good command of the English language and be able to proofread work
• Detailed, organized and communicative
• Understanding, yet persuasive and decisive when dealing with others in the organization
• Responsive team player with ability to quickly prioritize among numerous pressing tasks
• Task and goal-oriented and capable of functioning in an entrepreneurial and corporate setting
• Able to prioritize work flow and multi-task

Education:

Associate's degree in computer science or equivalent experience.