IT Helpdesk Analyst

Full-Time

Job Description

Job Overview:As an IT Helpdesk Analyst, you will be the first line of support in a fast-paced, dynamic hospitality environment. We’re looking for someone who thrives on solving complex technical challenges and helping users resolve issues efficiently. You will have the opportunity to enhance your IT skills while providing critical support across a range of systems, including Microsoft Active Directory and Microsoft 365 Cloud. This position involves participation in after-hours and weekend on-call support rotations.

What You’ll Do:

• Act as the primary point of contact for IT-related support requests, promptly responding to issues entered into the case management system. 
• Monitor and maintain the health of computer systems, providing support when systems experience downtime. 
• Manage and maintain PCs, printers, and related peripherals (such as monitors, keyboards, mice, and hard drives). 
• Troubleshoot and resolve issues in a Microsoft 365 environment. 
• Support user PC maintenance, including upgrades, configurations, and troubleshooting. 
• Assist with the onboarding process for new users, ensuring smooth integration into the network. 
• Administer Active Directory tasks, including user account management. 
• Track and manage inventory for all IT equipment, software, and licenses. 
• Install, configure, and upgrade software on user PCs. 
• Safely lift and move IT equipment (PCs, monitors, printers) for installation or setup.

What We’re Looking For:

• Familiarity with computer systems, PC repair, and network management. 
• Strong understanding of Microsoft software and systems, including Windows OS and Microsoft 365. 
• Ability to quickly troubleshoot and resolve technical issues, using creativity and resourcefulness. 
• Experience deploying, configuring, and supporting operating systems on both desktop and mobile platforms. 
• Solid understanding of information security best practices, ensuring safe user devices and systems. 
• Exceptional customer service skills, with a strong focus on task prioritization, time management, and delivering a positive experience to end users. 
• Experience in the hospitality IT sector is a plus but not required.

Why Join Us?

• Shaner Hotels is committed to promoting from within. As a member of our team, you’ll have access to extensive training, professional development programs, and opportunities for career advancement
• You will be joining a group of passionate professionals dedicated to creating exceptional guest experiences.
• Competitive salary and bonus potential, along with excellent benefits
• We celebrate diversity and promote an inclusive, positive workplace culture where all team members are encouraged to thrive.