Helpdesk Analyst

3 months ago(10/23/2017 5:48 PM)
Requisition ID
# of Openings
Category (Portal Searching)
Information Technology


Omni Hotels and Resorts creates genuine, authentic guest experiences at 60 distinctive luxury hotels and resorts in leading business gateways and leisure destinations across North America. Omni Hotels is known for its exemplary culture, authenticity to the markets in which we operate, innovation and exceptional service.  Our commitment to career development has created tenure and loyalty that enables us to perpetuate our family atmosphere.

Job Description

The System Support Analyst responds to inquiries and request for assistance with the organization’s computer systems and applications and identifies, analyzes, troubleshoots these issues; and resolves them with the aim of eliminating recurrences and reducing calls to the help desk. Analyst also coordinates with other IT areas to resolve problems if necessary.


  • Assist in monitoring all computer systems within the organization that are operational throughout an associate’s workday
  • Strong customer service skills
  • Ability to troubleshoot problems in a methodical and thorough manner.
  • Responsible for on-call duties when scheduled
  • Ability to work calmly in a fast-paced, sometimes high-pressure environment
  • Ability to prioritize and escalate issues as needed to ensure good customer service
  • Provide support on all computer systems within the organization
  • Perform diagnosis on system problems; recommend and implement solution; or draw upon other resources and/or vendors to resolve issues
  • Troubleshoot network and system problems, via phone, remote access or site visitation, if necessary
  • Perform routine maintenance functions, including audits and system maintenance
  • Respond to user department requests for assistance with peripheral devices, attachment of output queues, handling and disposition of printed or magnetic output
  • Troubleshoot wide area network problems
  • Assist in administration of networks
  • Installation and troubleshooting applications
  • Provide primary desktop support for the corporate office
  • Able to manage time and work independently or as part of a team
  • Perform special projects and other responsibilities as assigned
  • Apple experience a plus


  • Strong customer service and problem solving skills.
  • Bachelor’s degree in Information Technology or related and/or equivalent work experience a plus
  • Helpdesk work experience in the support of end users in a fast-paced, mission-critical environment.
  • Experienced in Microsoft Windows 7,8, 10, Microsoft Office 2010 and 2013
  • Experienced with Dell servers and clients, HP and Dell printers.

End of Job Description



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