About the position
At Loews Hotels at Universal Orlando, our Help Desk Technician plays a crucial role in delivering support to end users on various systems, software, and hardware. This position is based at the Lakewood Regional Support Center, which provides essential resources to our hotels across multiple areas including Human Resources, Engineering, Purchasing, Accounting, Security, Group Reservations, Guest Contact Center, Information Technology, Laundry, and Communications. The Help Desk Technician will assist technology managers with entry to mid-level requests, which may include networking, point of sale systems, and setting up hardware for meetings and events. Daily tasks for the Help Desk Technician will range from password resets to vendor support calls for system issues. The role requires a thorough knowledge and understanding of computer software, particularly Windows 11 and MS Office 2024, as well as general computer and technology operations. The technician will be responsible for supporting team members' requests and issues via chat, email, phone, or in person, ensuring that all support calls are followed up on until a solution is reached and the ticket is closed. In addition to technical support, the Help Desk Technician will communicate issues reported to the Technology Department and escalate them to Helpdesk Managers or the appropriate system management representative. The role also involves attending required departmental meetings and training sessions, reporting any anomalies to the appropriate system management representative, and maintaining PC and peripheral devices to ensure the operation, availability, and security of network and computer systems. The position may require traveling among all Loews Hotel Orlando properties and providing basic to intermediate network information to resolve network issues. This is an exciting opportunity for individuals who are looking to grow in a dynamic and supportive environment, where they can bring their authentic selves to work every day and connect with a diverse team.
Responsibilities
- Support team members' requests and issues via chat, email, phone, or in person.
- Provide appropriate information for problem solving to assist team members.
- Follow up on all pending support calls to ensure solution and ticket closure.
- Remotely access systems to resolve team members' issues.
- Communicate issues and problems reported to the Technology Department and escalate to Helpdesk Managers or the appropriate system management representative.
- Attend all required departmental/helpdesk meetings/training.
- Report any anomalies to the appropriate system management representative as they arise.
- Install hardware and software, such as network printers or approved programs.
- Maintain PC and peripheral devices necessary to ensure the operation, availability, and security of network and computer systems.
- Provide basic to intermediate network information to resolve network issues.
- Support for IPTV.
- Other duties as assigned.
Requirements
- Thorough knowledge and understanding of computer software including Windows 11 and MS Office 2024.
- Two or more years of experience as a Helpdesk Technician (Hospitality experience is a plus).
- Ability to analyze and resolve problems, reporting to management as needed.
- Ability to follow and understand system logs, monitor systems, and assist team members and vendors as needed.
- Effective organizational and communication skills (oral/written).
- Ability to work a flexible schedule that includes weekends, holidays, and night shifts.
Nice-to-haves
- Information Technology related certifications.
Benefits
- One free meal per shift.
- Free theme park access.
- Training and development opportunities.
- Dynamic culture that promotes social responsibility.
