Technical Support Analyst - Internova Travel Group

*This role is hybrid, 3 days in-office and 2 days remote with the flexibility for more day in-office, if needed. This hire will work in the following locations with the Beverly Hills location being the "home office":

345 N Maple Dr, Beverly Hills, CA 90210

6345 Balboa Blvd, Encino, CA 91316

10635 Santa Monica Blvd, Los Angeles, CA 90025

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).

The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas.  Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay.  The salary range posted represents the pay range for U.S. candidates.  If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.

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.

• 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.   

• 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.

Our benefit offerings include 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, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.

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