Technical Support Analyst

Internova Travel Group•Beverly Hills, CA

5d•$18 - $30•Hybrid

About The Position

Internova Travel Group is seeking a Technical Support Analyst to provide technical expertise and troubleshooting for hardware, software, and operating systems in an interconnected environment. The role supports Windows and Mac computers, desktop applications, browsers, printers, telecommunications, and video systems, and assists with onboarding new hires. The position uses a hybrid schedule, with at least three days per week onsite at a designated company location; candidates should be within easy commuting distance of the Beverly Hills office. The analyst provides first-line Tier 2 support, responds to end-user requests, documents and tracks issues through resolution, and works with vendors and teammates to solve technical problems. Duties also include configuring and maintaining devices, supporting Microsoft systems and other software, administering user accounts, creating end-user documentation, and improving service delivery processes. The position may require extended hours, occasional after-hours or weekend work, participation in an on-call rotation, and occasional overnight travel to company locations nationwide. The role requires an associate degree in MIS/CIS or equivalent business or industry training, along with at least three years of relevant experience. Strong technical troubleshooting, communication, analytical, organizational, and customer service skills are required. The role requires the ability to lift at least 25 pounds.

Requirements

Associate degree in MIS/CIS or equivalent business/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 via VPN, RDP, and other remote access tools.
Understanding of basic cybersecurity principles and ability to follow IT security policies and best practices.
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 weekends and participate in on-call rotations when necessary.
Ability and willingness to travel overnight occasionally for implementation and support of company locations nationwide.
Experience working in a team-oriented, collaborative environment.
Initiative and follow-through to ensure successful results.
Strong research skills for a wide range of computing issues.
Ability to absorb and retain technical information quickly.
Excellent written and oral communication skills, including the ability to explain ideas in user-friendly, non-technical language.
Exceptional interpersonal skills, including rapport-building, active listening, and effective questioning.
Highly self-motivated and directed, with keen attention to detail.
Proven 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

Provide first-line Tier 2 technical support for end users.
Respond courteously to help requests received by telephone and email.
Document user identification and contact details, the nature of issues, troubleshooting actions, decisions, and final resolutions.
Work with vendor support contacts and teammates to resolve desktop computing and software problems.
Use remote-control software and other remote access tools to troubleshoot and resolve user problems.
Image, configure, maintain, and troubleshoot laptops, desktops, printers, and peripherals.
Troubleshoot telephone issues, with help from 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.
Administer Microsoft Active Directory, Exchange, and Office 365 user accounts.
Escalate IT issues when necessary.
Develop user training manuals, help sheets, FAQs, and procedures where applicable.
Evaluate documented resolutions and analyze trends to identify ways to prevent future problems.
Access software updates, drivers, knowledge bases, and online FAQs to aid in problem resolution.
Identify and learn the software and hardware used and supported by the organization.
Perform hands-on desktop fixes, including installing and upgrading software and hardware, implementing file backups, and configuring systems and applications.
Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
Test fixes to ensure issues have been adequately resolved and follow up after resolution.
Help improve end-user systems and processes by applying technology improvements to increase service-delivery efficiency.
Work extended hours for serious problems or scheduled work, participate in the after-hours on-call rotation, and occasionally work evenings or weekends as needed.
Travel overnight occasionally to support implementation and company locations nationwide.

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
Potential eligibility for an incentive, commission, bonus, or discretionary bonus program based on company financial goal achievement and individual performance