Technical Support Analyst

Internova Travel Group

120d

About The Position

Internova Travel Group is one of the largest travel services companies in the world with a collection of leading brands delivering high-touch, personal travel expertise to leisure and corporate clients. Internova manages leisure, business and franchise firms through a portfolio of distinctive divisions. Internova represents more than 100,000 travel advisors in over 6,000 company-owned and affiliated locations predominantly in the United States, Canada and the United Kingdom, with a presence in more than 80 countries. Click here for more information about Internova Travel Group.

Requirements

• Associate’s degree in MIS/CIS or equivalent business/industry training and at least 3 years of equivalent on-the-job experience.
• 3+ years experience supporting end-user computing technical service support in a business environment.
• Familiarity with ITSM tools (e.g., ServiceNow, BMC, Salesforce, or equivalent).
• Hands-on experience with IT system implementation and troubleshooting support for core Microsoft technologies, including Windows 10/11, Microsoft 365, Teams, and Active Directory.
• Experience with Intune, SCCM, or similar tools is a plus.
• Experience supporting Mac OS is a plus.
• Experience with onboarding process a plus.
• Experience supporting remote users via VPN, RDP, and other remote access tools.
• Understanding basic cybersecurity principles and ability to follow IT security policies and best practices.
• Good time management and multi-tasking skills.
• Ability and willingness to travel overnight occasionally for implementation and support of company locations nationwide.
• Ability to work a standard five-day work week, with at least three (3) days per week onsite at a designated company location.
• Flexibility to work occasionally after-hours or weekends as needed.
• Ability to participate in on-call rotation schedules when necessary.
• Experience working in a team-oriented, collaborative environment.
• Demonstrates initiative and follow-through to ensure successful results.
• Strong ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain technical information quickly.
• Excellent written and oral communication skills.
• Ability to present ideas in user-friendly, non-technical language.
• Exceptional interpersonal skills, including rapport-building, active listening, and effective questioning techniques.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation with a commitment to user satisfaction and white glove service.
• Able to lift a minimum of 25 pounds.

Nice To Haves

• Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or ITIL Foundation preferred.

Responsibilities

• Provide technical expertise and troubleshooting, finding solutions and supporting hardware, software, and operating systems in an inter-networked environment.
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Responsible for first line Tier 2 technical support.
• Work with vendor support contacts and teammates to resolve technical problems with desktop computing equipment and software.
• Utilize remote control software to remotely troubleshoot and fix user problems.
• Image, configure, and maintain laptops, desktops, and printers.
• Troubleshoot phone issues (with assistance from in-house telecom department as needed).
• Support various software packages including Microsoft Office, anti-virus, backup, email clients, ActiveSync, VPN client, Adobe Products, Internet Browsers and various GDS software.
• Perform system administration of Microsoft Active Directory, Exchange and Office 365 user management.
• Escalate IT issues when necessary.
• Develop user training manuals, help sheets, frequently asked questions (FAQs) and procedures for end users where applicable.
• Able to work extended hours in the event of serious problems or scheduled work.
• Able to work as part of the after-hours team rotation for on-call.
• Provide clear & concise information through written and verbal communications.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Build rapport and elicit problem details from help desk customers.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Responsible for improving systems and processes within the end user standards leveraging improvements in technologies to provide efficiencies with service delivery.

Benefits

• Choice of two medical plans and two dental plans.
• Vision insurance.
• Flexible spending accounts (FSAs).
• Company-paid life insurance and AD&D.
• Optional additional life insurance and AD&D.
• Disability insurance.
• Paid parental leave.
• Paid time off.
• 401k Plan with company match.
• Discounted employee travel options.
• Access to LinkedIn Learning webinars and courses.
• Discounted pet insurance and auto, home, & renters insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees