Position Summary:
The Help Desk Analyst is responsible for consulting with users to determine hardware, software and system functional specifications. The Help Desk Analyst is responsible for tracking and managing support requests, research, identify and support computer-related hardware and software.
I. Position Responsibilities: Essential

• Support all computer users through the HelpDesk Ticket system.
• Identify, prioritize, and escalate any troubling issues.
• Support IT devices software and hardware performance and connectivity issues.
• Responsible for monitoring property connectivity and work with providers to resolve any issues.
• Ensure a timely resolution to all tickets - monitoring, updating users, documenting solution, and closing tickets.
• Install and configure computer software and hardware.
• Monitor and service Nitevision.
• Develop and maintain positive relationships with all employees and providers.
• Other duties as assigned by management.

II. Essential Skills/Credentials/Experience/Education

• 2-3 years of relevant IT Help Desk experience.
• Bachelor's degree, IT certification or equivalent experience preferred.
• Prior experience working in a hospitality industry preferred.
• Must have excellent communication skills and ability to interact with guest and co-workers in a professional and respectful manner.
• Ability to respond to requests with efficiency and empathy.
• Ability to handle a fast-paced environment with competing priorities.
• Proficiency in MS Windows and various IT software packages from Microsoft Office to other PMS solutions.
• Proficiency in Spanish advantageous but is not required.
• Ability to compose and express thoughts in a clear and concise way to ensure effective communication.

III. Mental and Physical Demands
Work Environment:

• Typical office environment - moderate noise level

Physical Demands:

• The position will be physically located in the Atlanta office; working remotely (outside of Company Directed Guidelines) is not permitted. Currently, the in-office work model is a hybrid with 2 days remote/3 days in the office.
• Indoor work with hard and carpeted surfaces.
• Sitting for eight (8) hour shifts.
• This position is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Extensive use of hands and fingers for manipulation of keyboard, answering phone calls (100% of the time).
• Use of computer terminal, which requires extensive eye contact with a video display terminal.

Travel Demands:

• Traveling by car locally on an occasional basis.
• Overnight travel - flying or driving may be required.

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by managers/supervisors as deemed appropriate. This document does not represent an expressed or implied contract of employment nor does it alter your at-will employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.