Technical Support Analyst

Internova Travel Group•New York, NY

2d•$18 - $30•Onsite

About The Position

Internova Travel Group is seeking a Technical Support Analyst to provide technical expertise, troubleshooting, and support for hardware, software, and operating systems in an interconnected environment. The role supports Windows and Mac desktops and laptops, desktop applications, browsers, printers, and telecommunications. It is based in the company's Manhattan, NY office and includes first-line Tier 2 technical support for end users.

Requirements

Associate's degree in MIS/CIS or equivalent business or industry training, and at least 3 years of equivalent on-the-job experience.
At least 3 years of experience supporting end-user computing technical services in a business environment.
Familiarity with ITSM tools such as ServiceNow, BMC, Salesforce, or equivalent.
Hands-on experience implementing and troubleshooting core Microsoft technologies, including Windows 10/11, Microsoft 365, Teams, and Active Directory.
Experience supporting remote users through VPN, RDP, and other remote-access tools.
Understanding of basic cybersecurity principles and ability to follow IT security policies and best practices.
Good time-management and multitasking skills.
Ability and willingness to travel overnight occasionally to support implementation and company locations nationwide.
Ability to work a standard five-day work week, with at least three days per week onsite at a designated company location.
Flexibility to work occasionally after hours or on weekends as needed.
Ability to participate in on-call rotations when necessary.
Experience working in a collaborative, team-oriented environment.
Initiative and follow-through to ensure successful results.
Ability to research a wide range of computing issues.
Ability to absorb and retain technical information quickly.
Excellent written and oral communication skills, including the ability to present ideas in user-friendly, non-technical language.
Strong interpersonal skills, including rapport-building, active listening, and effective questioning.
Self-motivation and ability to work with minimal direction.
Keen attention to detail.
Analytical and problem-solving abilities.
Ability to prioritize and execute tasks effectively in a high-pressure environment.
Strong customer-service orientation and commitment to user satisfaction and white-glove service.
Ability to lift at least 25 pounds.

Nice To Haves

Experience with Intune, SCCM, or similar tools.
Experience supporting Mac OS.
Experience with onboarding processes.
Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or ITIL Foundation.

Responsibilities

Respond courteously to help requests submitted by end users by telephone and email.
Document end-user identification details and the nature of each problem or issue.
Provide first-line Tier 2 technical support.
Work with vendor support contacts and teammates to resolve desktop hardware and software problems.
Use remote-control software to troubleshoot and resolve user problems remotely.
Image, configure, and maintain laptops, desktops, and printers.
Troubleshoot phone issues, working with the in-house telecommunications department as needed.
Support Microsoft Office, antivirus and backup software, email clients, ActiveSync, VPN clients, Adobe products, internet browsers, and GDS software.
Perform Microsoft Active Directory, Exchange, and Office 365 user administration.
Escalate IT issues when necessary.
Develop end-user training manuals, help sheets, FAQs, and procedures where applicable.
Work extended hours for serious problems or scheduled work and participate in the after-hours on-call rotation.
Communicate clearly and concisely in writing and verbally.
Evaluate documented resolutions and analyze trends to identify ways to prevent future problems.
Build rapport with help desk customers and elicit details about their problems.
Record, track, and document help desk requests and the problem-solving process through resolution, including decisions and actions taken.
Use internet resources such as software updates, drivers, knowledge bases, and FAQs to help resolve problems.
Identify and learn the software and hardware used and supported by the organization.
Perform hands-on desktop fixes, including software installation and upgrades, hardware installation, file backup implementation, and system and application configuration.
Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
Test fixes to verify that problems have been adequately resolved.
Follow up with users after request resolution.
Improve end-user systems and processes by leveraging technology to make service delivery more efficient.

Benefits

Choice of two medical plans.
Choice of 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.
401(k) plan with company match.
Discounted employee travel options.
Access to LinkedIn Learning webinars and courses.
Discounted pet insurance.
Discounted auto, home, and renters insurance.
The role may be eligible for an incentive, commission, bonus, or discretionary bonus program based on company financial goals and individual performance.