Help Desk Analyst I

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

 

POSITION DESCRIPTION:

The Help Desk Analyst I will provide advanced phone based and email routed technical support associated with the identification, prioritization, and resolution of reported issues of a moderate to high complexity. Must be able to recognize, research, isolate, and then present a resolution to the reported issues. As directed will also provide initial support and administration for PC Workstations on the Corporate Campus including imaging, installation and troubleshooting of PC Hardware, VM and Mobile technology and office automation applications. Provide technical support to administrative, operational, and technical staff of 3000+ employees, as well as users in over 20 remote locations, traveling users and external customers requiring remote high-speed internet access while on property.

 

ESSENTIAL DUTIES AND TASKS:

• The analyst will be responsible for taking escalated phone calls from internal and external users or calling back users who have escalated issues, troubleshoot those calls, and provide solutions for the users’ issues or transfer those issues to the appropriate next level of support.
• The analyst will be responsible for proactive maintenance, monitoring, documentation, and testing of desktop equipment, as well as, Imaging, troubleshooting and support of current technologies. Develop and maintain installation and configuration procedures and system standards. 
• Office moves/special projects.

 

EDUCATION and/or EXPERIENCE:

• Associate degree (A.A.) or up to two years’ related experience and/or training preferred; or equivalent combination of education and experience in help desk or desktop support role troubleshooting PC problems. 
• 0-3 years’ experience in a related IT position or Help Desk 

 

CERTIFICATES, LICENSES, REGISTRATIONS:

• Relevant Professional Certifications or currently pursuing is a plus not required. 

 

PROFESSIONAL SKILLSET QUALIFICATIONS:

• Ability to effectively respond to questions from customers and provide timely resolutions to issues while effectively communicating status to management and customers. 
• Proficiency with Microsoft Business products and operating systems 
• Working knowledge with HP printers and other peripherals; and familiar with related setup and administration 
• Excellent written and oral communication skills  
• Ability of handling multiple projects simultaneously 
• Participates in proactive team efforts to achieve departmental and company goals. 
• Demonstrate excellent customer service knowledge, skills, and abilities including trustworthiness and honesty. 
• Must be detail oriented. 
• Participates in proactive team efforts to achieve departmental and company goals. 
• Ability to multi-task in a fast-paced corporate environment 
• Problem solving and analytical skills a must.