Information Systems - Help Desk Technician

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., * 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 responsibilities as required.

Performs other duties as assigned. - This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that additional or different tasks be performed when circumstances change.

• Minimum of a high school diploma or General Education Degree (GED) equivalent.
• Current CompTIA A+ Certification required for consideration.
• Ability to obtain a CompTIA Network+, CompTIA Security+, or equivalent industry-recognized certification within 180 days of employment.
• Previous Help Desk, Desktop Support, Technical Support, or Information Systems experience preferred.
• Experience supporting Microsoft Windows environments, networking, printers, mobile devices, and business applications preferred.
• Hospitality technology experience, including support of PMS, POS, IPTV, VDI, and guest-facing technology systems, is highly desirable.
• Ability to maintain confidentiality and handle sensitive company and guest information with professionalism and discretion.
• A highly motivated team player who connects easily with colleagues and drives results through positive energy and seamless collaboration.
• Excellent communication skills, negotiation, conflict resolution and ability to work in fast-paced environment.
• Ability to lift, pull, or push up to 50 lbs. with assistance and proper safety practices.

• Flexible schedule, including weekends and holidays, as required by the calendar of events.
• Reasonable accommodation will be provided for individuals with disabilities.
• Not sure you meet every qualification? We still encourage you to apply. At The Broadmoor, we value exceptional candidates who bring a genuine willingness to learn, grow, and help us deliver Five-Star service.

Why Choose The Broadmoor? Join the team at the world’s longest-running Five-Star, Five-Diamond Resort. At The Broadmoor, we invest in your future with comprehensive benefits, professional growth, and mentorship from top industry experts.

• Benefits: We empower our team with a rewards package including comprehensive health and dental insurance, a 401(k)-retirement plan, and exclusive local discounts. Please click here for a comprehensive list of benefits.
• Career Development: Your growth is our priority. Whether you are seeking a seasonal position or a long-term career, we provide the hands-on development and training you need to succeed.