Help Desk Tech

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.

Named one of Central Floridas Top Workplaces and one of Americas Best-in-State Employers by Forbes, we are committed to our power of we culture.

Are you looking for a place where you can bring your authentic self to work every day andbe able to connect, engage and delight?

• We offer excellent benefits and perks including one free meal per shift and free theme park access.

• We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.

• We embrace diversity at our core and offer the opportunity for all team members to reach their potential.

• We invest in training and development opportunities for all team members.

• We promote social responsibility by being a good neighbor in the community.

• We care for you, just as we care for others.

About Lakewood Regional Support

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

Job Description

The Helpdesk role is to deliver support to end users on various types of systems, software, and hardware. A Helpdesk Technician will assist different technology managers on entry to mid-level requests. This will include networking, point of sale, and setting up hardware for meetings and events. Daily task will range from password resets to vendor support calls for system issues.

Qualifications:

• Knowledge and understanding of computer software to include Windows 11, MS Office 2024 and general computer and technology operations.
• One year of experience as a Helpdesk Technician (Hospitality a plus)
• Ability to analyze and resolve problems, report to management as needed.
• Ability to follow and understand system logs, monitor systems, and assist team members and vendors as needed.
• Effective organizational, communication (oral/written) skills.
• Ability to work flexible schedule that include weekends, holidays, and nightshift.
• Valid Florida Driver License required.

Preferred:

• Two or more years experience as a Helpdesk Technician (Hospitality a plus).

Education:

• High School Diploma or Equivalent.

Preferred:

• Information Technology related certifications.
• Bachelor's degree Information Technology or related field.

Key Responsibilities:

• Support team members request and issue 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.
• Attends all required departmental/helpdesk meetings/training.
• Reports any anomalies to the appropriate system management representative as they arise.
• Hardware and software installation, such as network printers or approved programs.
• Maintains PC and peripheral devices necessary to ensure the operation, availability and security or network and computer systems.
• Duties requires traveling amongst all Loews Hotel/Resorts and Support/Laundry Centers for Orlando/ Apopka properties.
• Provide basic to intermediate network information to resolve network issue.
• Other duties as assigned.
• Support for IPTV