Technical Support Analyst

Internova Travel Group•New York, NY

1d•Onsite

About The Position

Internova Travel Group is seeking a Technical Support Analyst to provide technical expertise, troubleshoot issues, and support hardware, software, and operating systems in an inter-networked environment. The role supports Windows and Mac computers, desktop applications, browsers, printers, and telecommunications. It is based in the company’s Manhattan, New York office and is described as fully on-site, with a qualification section also stating that the employee must work at least three days per week onsite at a designated company location. The analyst provides first-line Tier 2 support to end users, helps resolve desktop and software issues, and administers user accounts and services across Microsoft technologies. The role also involves documenting and tracking requests through resolution, creating user support materials, following up after resolutions, and identifying opportunities to improve systems and service-delivery processes. The person may need to work extended hours during serious problems or scheduled work, participate in an after-hours on-call rotation, and occasionally travel overnight to company locations nationwide.

Requirements

Associate’s degree in MIS/CIS or equivalent business or industry training, and at least three years of equivalent on-the-job experience.
At least three 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 for implementation and support at 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, and to participate in on-call rotations when necessary.
Experience working in a team-oriented, collaborative environment; initiative and follow-through to achieve results.
Ability to research a wide range of computing issues, absorb and retain technical information quickly, and explain ideas in user-friendly, non-technical language.
Excellent written and oral communication and interpersonal skills, including rapport-building, active listening, and effective questioning.
Self-motivation, attention to detail, analytical and problem-solving abilities, and ability to prioritize and execute tasks 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 to end-user help requests by telephone and email in a courteous manner.
Document end-user identification and contact information and the nature of each issue.
Provide first-line Tier 2 technical support.
Work with vendor support contacts and teammates to resolve desktop-computing 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, coordinating with the in-house telecom 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 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.
Review 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 the problem-solving process, decisions, and actions through final resolution.
Use online software updates, drivers, knowledge bases, and FAQs to assist with problem resolution.
Learn the software and hardware used and supported by the organization.
Perform desktop-level 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 confirm that issues have been adequately resolved.
Follow up on help requests after resolution.
Improve systems and processes within end-user standards, using technology improvements to increase service-delivery efficiency.
Travel overnight occasionally to support implementation and company locations nationwide.

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.
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 goal achievement and individual performance.