Job Title: Help Desk Technician
Job Department: Information Systems
Job Pay Rate: $24.00 / hour
Job Summary:
As an “Information Systems” Help Desk Technician, you will serve as the first point of contact for technical support across the property, providing prompt and professional assistance for hardware, software, network, and application-related issues. This role supports hotel associates and guests by troubleshooting technical problems, maintaining computing equipment, and ensuring the reliable operation of business-critical systems, including PCs, printers, thin clients, point-of-sale terminals, and network-connected devices. The Help Desk Technician plays a key role in delivering exceptional service while helping maintain a secure, efficient, and productive technology environment. Learn more about The Broadmoor here.
Essential Duties and Responsibilities include following. Other duties may be assigned:
Respond to incoming technical support requests via phone, email, chat, and in-person interactions, delivering prompt, professional, and customer-focused service.
Troubleshoot and resolve hardware, software, and connectivity issues affecting desktops, laptops, mobile devices, printers, thin clients, and other peripheral equipment.
Provide support for core hotel technology systems, including Property Management Systems (PMS), Point-of-Sale (POS) terminals, Virtual Desktop Infrastructure (VDI), IPTV platforms, and other business-critical applications.
Assist users and guests with wired and wireless network connectivity issues in guest rooms, meeting spaces, offices, and public areas.
Install, configure, deploy, relocate, and replace computer hardware, peripherals, and related technology equipment throughout the property.
Diagnose and resolve technical issues related to operating systems, software applications, user accounts, and workstation performance.
Log, update, track, and close support tickets within the IT service management system, ensuring accurate documentation and timely resolution.
Escalate complex technical issues to Information Systems leadership, specialized support teams, or third-party vendors as appropriate.
Monitor the Help Desk email account and service queues, prioritize requests, and route work assignments accordingly.
Document system issues, software malfunctions, troubleshooting activities, and resolutions to maintain accurate support records and knowledge resources.
Provide white-glove technical support for VIP guests, executive leadership, conference centers, meetings, and special events.
Conduct routine Help Desk operations, including scheduled maintenance activities, system checks, and preventative support tasks.
Support workstation security by applying updates, maintaining antivirus protection, enforcing access controls, and adhering to cybersecurity best practices.
Protect confidential company, employee, and guest information while ensuring compliance with privacy, data protection, and PCI/PII security requirements.
Assist with system backups, device imaging, software deployments, and technology lifecycle management initiatives.
Provide user training and guidance on supported hardware, software applications, and hotel technology systems.
Maintain accurate inventories of computer hardware, software licenses, mobile devices, and related technology assets.
Collaborate with departmental leaders to ensure technology resources effectively support operational and guest service objectives.
Follow established IT policies, procedures, and service standards while working independently and managing multiple priorities in a fast-paced hospitality environment.
Ensure complete compliance with The Broadmoor guidelines, operational procedures, safety policies, and institutional standards for excellence (Forbes Travel Guide and AAA Five-Diamond).
Maintain a willingness to learn about The Broadmoor’s history, estate grounds, wilderness properties, culinary offerings, and retail outlets.
Execute additional duties and…