[Hiring] IT Helpdesk Support Analyst @CAI

Role Description

As an IT Helpdesk Support Analyst, you will provide Level 1 technical support for hotel properties and corporate users, ensuring timely resolution of everyday IT issues related to Microsoft 365, cloud-based applications, desktop environments, user accounts, and end-user technologies. You will serve as a primary point of contact for technical assistance, delivering exceptional customer service while maintaining operational continuity across multiple locations.

We are seeking an experienced IT Helpdesk Support Analyst to provide front-line technical support for a multi-site environment consisting of hotel properties and corporate users. The successful candidate will be responsible for:

• Troubleshooting technical issues
• Managing user accounts
• Supporting Microsoft 365 environments
• Resolving desktop and application concerns
• Ensuring a positive end-user support experience

Qualifications

• Minimum of 5 years of experience in an IT Helpdesk, Service Desk, or Technical Support role
• Experience providing direct end-user support within a business environment
• Strong troubleshooting and analytical skills with the ability to identify root causes before implementing solutions
• Experience supporting Microsoft 365 environments
• Experience performing password resets and MFA enrollments
• Experience managing user accounts, permissions, and access controls
• Experience managing mailboxes and email distribution lists
• Experience supporting cloud-based applications
• Basic understanding of Active Directory environments
• Basic understanding of Microsoft 365 Admin Center, including hybrid environments
• Experience supporting desktop operating systems, Microsoft Office applications, printers, and peripheral devices
• Experience working with ticketing systems and service management tools
• Strong verbal and written communication skills
• Ability to support users through phone, remote sessions, and virtual meetings
• Willingness to work permanent night shifts
• Willingness to work weekends as required
• Highly reliable with strong attendance and schedule adherence
• Self-motivated with the ability to work independently and take initiative

Requirements

• Experience with ManageEngine Endpoint Central
• Experience with ManageEngine ServiceDesk Plus
• Experience working within a Managed Service Provider (MSP) environment
• Experience supporting hospitality or hotel operations
• Experience supporting multi-site environments
• Familiarity with cloud-based Property Management Systems

Benefits

• Ability to safely and successfully perform the essential job functions
• Sedentary work that involves sitting or remaining stationary most of the time, with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.