Technical Support Analyst

Overview

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.

Responsibilities

JOB OVERVIEW:

As America’s largest travel agency company, Internova Travel Group delivers a high-touch, personal level of travel expertise to leisure and corporate clients through our more than 7,000 company-owned, franchised and affiliated travel agencies throughout the United States, Canada, the United Kingdom, Ireland and Australia. The travel agencies that are part of Internova Travel Group alone comprise over 30% of all agencies in North America. Our team of leaders – from our expert agents to our executives –– are dedicated to delivering the best travel experience. It’s our heart and soul.

Internova is currently looking for a Technical Support Analyst to provide technical expertise and trouble-shooting, finding solutions and supporting hardware, software, and operating systems in an inter-networked environment, which includes different desktop/laptops operating Windows OS and Mac OS (desktop applications, browsers, printers, and telecommunications and video). Additionally, you will assist in the process the onboarding new hires joining the company.

RESPONSIBILITIES:

• 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. 

Qualifications

QUALIFICATIONS HERE:

• Associate’s degree in MIS/CIS or equivalent business/industry training and at least 3 years of equivalent on-the-job experience.
• 3+ year(s) 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.
• Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or ITIL Foundation preferred.
• 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.

Pay and Benefits

Our benefit offerings include medical insurance, meal tickets, transportation allowance, paid time off, discounted employee travel options, access to LinkedIn Learning webinars and courses.

The salary range on this job posting/advertising has been developed to give applicants a range based on the local market where the candidate would be working.  Many factors, such as years of experience, budget etc. are considered when determining the starting rate of pay. 

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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