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Technical Analyst (Help Desk)
Other | Transportation 5 Months Ago
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Internova Travel Group is Hiring a Technical Analyst (Help Desk) Near New York, NY

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 in finding solutions and supporting hardware, software and operating systems in an inter-networked environment, which includes different desktop/laptop operating Windows OS and Mac OS (desktop applications, browsers, printers, and telecommunications and video).

** This position is in-office, located in Midtown Manhattan.

** You will be required to be fully vaccinated with an approved COVID-19 vaccine and provide proof for this role before your first work date. **

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 1 and Tier 2 technical support.
  • Works with vendor support contacts 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 for Windows, 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.
  • Provide clear & concise information though 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

  • Associates degree in MIS/CIS or equivalent business/industry training and on the job experience of at least 3 years of equivalent work.
  • 1 year(s) experience supporting end user computing technical service support in a business environment.
  • Familiarity with ITSM tools
  • Hands on experience with IT system implementation and troubleshooting support for core Microsoft technologies and a variety of business specific applications. Mac OS support is a plus.
  • Occasion overnight travel for implementation and support of company locations nationwide.
  • Ability to work a five (5) days a week.
  • Ability to work on-call rotations when necessary.
  • Experience working in a team-oriented, collaborative environment.
  • Shows initiative and follow-up to ensure successful results.
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Excellent written and oral communication skills.
  • Ability to present ideas in user-friendly language.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • 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.
  • Exceptional customer service orientation.
  • Able to lift a minimum of 25 pounds

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.

#LI-remote

Job Summary

JOB TYPE

Other

INDUSTRY

Transportation

POST DATE

10/06/2022

EXPIRATION DATE

12/12/2022

WEBSITE

internova.com

HEADQUARTERS

MANHATTAN, NY

SIZE

3,000 - 7,500

FOUNDED

2008

TYPE

Private

CEO

MICHAEL BATT

REVENUE

$5M - $10M

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About Internova Travel Group

Internova Travel Group delivers a high-touch level of travel expertise to leisure, luxury and corporate clients via over 6,000 owned, franchised & affiliate travel agencies.

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