Help Desk Analyst II

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 Florida’s Top Workplaces and one of America’s 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 and be 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.

Who We Are: Founded in 1960, Loews Hotels & Co operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations.

Growth and belonging start here; you’ll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role—from Guest Services to Finance, Culinary to IT—offers opportunities to grow and make a meaningful impact.

Creating a Team Member experience where you belong no matter what race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.

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.

What We’re Looking For:

A Team Member who cares about the guest and team member experience and is commitment to maintaining our hotel/resort property at the highest level of safety and comfort.

Who You Are:

• Knowledge and understanding of computer software to include Windows 11, MS Office 2024 and general computer and technology operations.
• Understands networks – wired and wireless
• Effective communicator and highly organized
• Enjoys solving problems
• Values providing a high level of service in both the front and back of the house
• Veterans and military spouses encouraged to apply

What You’ll Do:

• 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
• VDI Helpdesk support
• Basic network troubleshooting (Traditional and GPON)
• Basic Server troubleshooting
• Troubleshooting wireless coverage/interference

Your Experience Includes:

• Minimum 2-4 years of experience as a Helpdesk Technician (Hospitality a plus)
• Must be able to understanding computer software to include Windows 11, MS Office 2021/O365 and general computer and technology operations.
• Excellent communication skills- (oral/written).
• Able to work flexible schedule, including weekends, holidays, and nightshift.
• High School Diploma or Equivalent.
• Bachelor's degree Information Technology or related field. (Preferred)
• Four or more years’ experience as a Helpdesk Technician (Hospitality a plus). (Preferred)
• Four or more Information Technology related certifications. (Preferred)