Technical Support Analyst

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.

Responsibilities

• 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).
• Assist in the process the onboarding new hires joining the company.
• 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