Technical Operations Analyst II (HOURLY)
About The Position
Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success. Why Join Us? To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win. We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us. Expedia IT is looking for a dynamic individual capable of thriving in a fast paced and high stress environment. As an IT/AV Support Technician, you will be playing a pivotal role in delivering excellence in technical support to our San Jose office employees including high-profile Executives, assisting with office event setups, and helping with video camera setups for corporate recordings. You must be confident working under pressure, passionate about technology and media, and have excellent communication skills.
Requirements
- 3+ years of corporate IT support across 1st–3rd line in a multi‑site environment.
- Strong experience supporting executives and senior stakeholders with a white‑glove approach.
- Proven ability to diagnose and resolve hardware, software, network, and VTC issues, including root cause analysis.
- Broad technical knowledge across Windows, MacOS, telephony, peripherals, and connectivity.
- Hands-on AV and event support experience, including camera operation, lighting, audio, and basic video editing.
- Demonstrated project coordination, meeting deadlines, and managing tasks independently.
- Excellent written and verbal communication, customer service, and organizational skills.
- Self-starter with ability to work under pressure and collaborate with remote teams.
- Skilled at building relationships and providing user training for hardware and software.
- Windows 11, MacOS, and Apple hardware (MacBook Air/Pro, iPad).
- Active Directory, domain services, and general infrastructure support.
- Lenovo hardware troubleshooting and parts ordering.
- Dropbox, OneDrive, and related storage/backup tools.
- Experience with VTC systems and general AV environments.
Nice To Haves
- A+, Network+, or Apple certifications.
- Experience with Cisco VTC infrastructure.
- Familiarity with Sony cameras, Adobe Premiere, Blackmagic systems, and lighting/photography techniques.
- DMX lighting experience.
- Basic understanding of server and network protocols (DNS, TCP/IP) and network equipment.
Responsibilities
- Provide onsite IT desktop and AV support for office staff, with priority service for executives and their assistants (Windows, MacOS, VTC, hardware, and peripherals).
- Diagnose and resolve hardware, software, and network issues; collaborate with the Global Service Desk and other IT teams as needed.
- Lead incident and problem resolution for local and remote offices, taking full ownership of assigned cases.
- Deliver white‑glove IT and AV support for executive‑level users.
- Respond to service requests via Slack and ServiceNow within SLA targets.
- Maintain and update support documentation for IT teams and end‑users.
- Perform operating system troubleshooting, routine maintenance, and peripheral upkeep (printers, monitors, VTC equipment).
- Train employees and executives on hardware and software usage.
- Partner with the Production team to support office events and assist with executive video recordings to meet internal quality standards.
- Participate in bi‑weekly team meetings and support corporate IT continuity across remote offices.
- Provide shift and occasional weekend support for projects when required.
Benefits
- full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources
- medical/dental/vision
- paid time off
- Employee Assistance Program
- wellness & travel reimbursement
- travel discounts
- International Airlines Travel Agent (IATAN) membership
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
