Analyst, IT User Services

Who We Are:

Founded in 1960, Loews Hotels & Co operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations.

Growth and belonging start here; you'll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role-from Guest Services to Finance, Culinary to IT-offers opportunities to grow and make a meaningful impact.

Creating a Team Member experience where you belong no matter what race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.

What We Offer:

• Competitive health & wellness benefits, 401(k) & company match

• Paid Sick Days, Vacation, and Holidays, Paid Bereavement

• Paid Pet Bereavement

• Training & Development opportunities, career growth

• Tuition Reimbursement

• Team Member Hotel Rates, other discounts, perks and more

What We're Looking For:

The Hotel IT User Services Desk Analyst provides frontline technical support to hotel team members, ensuring fast, accurate, and professional resolution of incidents and service requests. This role performs diagnostics, identifies root causes, escalates complex issues, and maintains thorough documentation to support a highquality service experience. The analyst also contributes to knowledge resources, assists with access provisioning and compliance activities, and supports secure, reliable IT operations across hotel locations.

Who You Are:

• Analytical thinker with strong judgment and decision-making skills

• Excellent communicator with a dedicated customer-service focus

• Collaborative team player who works effectively with clients, IT management/staff, and vendors

• Highly organized with attention to detail and adherence to IT processes

• Veterans and military spouses encouraged to apply.

What You Will Do:

• Respond promptly and professionally to team member inquiries and incidents across phone, email, web, and other support channels.

• Deliver an exceptional customer experience through clear communication, timely resolution, and appropriate escalation.

• Create and update incident and service request tickets, performing accurate diagnostics and gathering essential details.

• Escalate issues to senior staff when needed, ensuring all troubleshooting steps have been completed.

• Identify or assist in identifying root causes to support longterm issue prevention.

• Provide endtoend support as a single point of contact, ensuring thorough followup and complete documentation.

• Document resolutions and contribute to internal knowledge bases and selfhelp resources.

• Help maintain centralized information to support efficient incident recovery and minimize service disruption.

• Utilize the Problem Management Database and collaborate with leadership to review trends and findings.

• Provision user roles, rights, and access in Active Directory and business applications, including quarterly access audits.

• Assist in monitoring antivirus, OS patching, and backup compliance across hotel environments.

• Adhere to Service Desk policies and procedures while maintaining reliable attendance and participating in required training and meetings.

Your Experience Includes:

• Bachelor's Degree Preferred

• 2+ Years direct related work experience specific to job requirements.

• Knowledge of IT operations

• Experience with Service Desk Software and Metrics reporting

• Prior experience with customer service support

• Hands on experience with Windows Operating System and Desktop Hardware and Software installation and configuration

• Knowledge of Microsoft Active Directory configuration and management