Technical Support Analyst

Internova Travel Group-posted about 2 months ago
Full-time • Entry Level
1,001-5,000 employees
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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.

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