IT Help Desk Analyst - Tier 1

Millennium Hotels & Resorts – Corporate
Location: Onsite – Denver Tech, Colorado (5 Days in the Office)
Hourly - $22.00 - $25.00

At Millennium Hotels & Resorts
, we are driven by a commitment to excellence, innovation, and delivering exceptional hospitality experiences across a global portfolio. Our corporate teams play a critical role in supporting our properties, driving strategy, and enabling operational success.

Our corporate office serves as the strategic and operational hub for Millennium Hotels & Resorts, supporting the hotels across multiple regions and brands. From finance and human resources to operations, marketing, and development, our teams work collaboratively to drive performance, enhance guest experiences, and support our employees across the portfolio.

This environment is fast-paced, collaborative, and focused on delivering results while maintaining the highest standards of professionalism and service.

As part of Millennium Hotels & Resorts
, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotels are backed by a legacy of quality, consistency, and service excellence.

At Millennium, we are guided by our core values:

• Passion for Hospitality – Delivering meaningful and memorable guest experiences
• Entrepreneurial Spirit – Taking ownership and acting with agility
• Innovation – Continuously improving how we operate and serve
• Progressive & Solutions-Oriented – Staying adaptable and focused on results

These values shape how we work, how we lead, and how we create exceptional experiences for our guests and our employees.

As our IT Help Desk Analyst – Tier 1, you will play an integral role in providing timely, reliable technical support to our employees while contributing to a collaborative and service-focused IT team environment.

This role is ideal for someone who brings a passion for helping others, strong problem-solving skills, attention to detail, and a commitment to continuous improvement and results.

You are a key point of contact for employees needing technical assistance. Your responsiveness, technical knowledge, and service mindset will help ensure employees have the tools, access, and support they need to work effectively. You will troubleshoot issues, resolve common technical problems, and escalaton complex matters while providing a positive support experience.

• Provide first-level technical support to employees by phone, email, chat, or in person
• Diagnose and resolve common hardware, software, network, and system issues
• Troubleshoot computers, monitors, printers, mobile devices, applications, and peripheral equipment
• Assist employees with password resets, account access, software issues, and basic connectivity problems
• Escalate complex or unresolved issues to Tier 2, Tier 3, or the appropriate IT resource

• Deliver responsive, professional, and customer-focused technical support
• Communicate technical information clearly to users with varying levels of technical knowledge
• Follow up on open issues to ensure timely resolution and a positive user experience
• Anticipate user needs and approach problems with a solutions-first mindset
• Maintain a professional and helpful attitude in a fast-paced environment

• Accurately log, prioritize, track, and resolve help desk tickets
• Document troubleshooting steps, resolutions, and relevant technical information
• Maintain accurate records of hardware, software, user accounts, and support activities
• Meet established response and resolution time frames
• Identify recurring issues and communicate trends or potential improvements to IT leadership

• Assist with employee onboarding and offboarding by supporting account setup, equipment, and access needs
• Support user access to company systems, applications, and technology resources
• Assist with the deployment, configuration, and maintenance of IT equipment
• Follow established procedures for user permissions, security, and access management
• Support IT…