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About the Role

Internova is seeking a Technical Support Analyst to provide technical expertise, troubleshooting, and support for hardware, software, and operating systems in an inter-networked environment. This role is crucial for maintaining the functionality of desktop/laptop operating systems (Windows and Mac OS), applications, browsers, printers, and telecommunications.

Responsibilities

Field incoming help requests from end users via telephone and e-mail.
Document pertinent end user identification information and the nature of the problem.
Provide first-line Tier 2 technical support.
Collaborate with vendor support and teammates to resolve technical issues with hardware and software.
Utilize remote control software for troubleshooting and fixing user problems.
Image, configure, and maintain laptops, desktops, and printers.
Troubleshoot phone issues.
Support various software packages including Microsoft Office, anti-virus, backup, email clients, ActiveSync, VPN client, Adobe Products, Internet Browsers, and GDS software.
Perform system administration of Microsoft Active Directory, Exchange, and Office 365 user management.
Escalate IT issues as necessary.
Develop user training manuals, help sheets, FAQs, and procedures.
Work extended hours during serious problems or scheduled work.
Participate in the after-hours on-call team rotation.
Provide clear and concise written and verbal communication.
Evaluate documented resolutions and analyze trends to prevent future problems.
Build rapport and elicit problem details from customers.
Record, track, and document the help desk request problem-solving process.
Access online resources for software updates, drivers, knowledge bases, and FAQs.
Identify and learn organizational software and hardware.
Perform hands-on fixes at the desktop level, including software installation/upgrades, hardware installation, file backup implementation, and system/application configuration.
Perform preventative maintenance on workstations, printers, and peripherals.
Test fixes to ensure adequate resolution.
Perform post-resolution follow-ups to help requests.
Improve systems and processes within end-user standards by leveraging technology for efficient service delivery.

Requirements

Associate’s degree in MIS/CIS or equivalent business/industry training and at least 3 years of equivalent on-the-job experience.
3+ years of 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 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.
Good time management and multi-tasking skills.
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.
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.
Able to lift a minimum of 25 pounds.

Skills

Windows 10/11
Microsoft 365
Teams
Active Directory
Intune
SCCM
Mac OS
VPN
RDP
Remote access tools
Cybersecurity principles
IT system implementation
Troubleshooting
Microsoft Office
Anti-virus software
Backup software
Email clients
ActiveSync
VPN client
Adobe Products
Internet Browsers
GDS software
Microsoft Exchange
Office 365 user management
CompTIA A+
Network+
Microsoft Certified Professional (MCP)
ITIL Foundation

Location

Manhattan, NY

Work Type

On-site
Full-time

Experience Level

3+ years of experience

Education Level

Associate’s degree in MIS/CIS or equivalent business/industry training

Salary/Compensations

Salary range posted represents the pay range for U.S. candidates.
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.

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
401k Plan with company match
Discounted employee travel options
Access to LinkedIn Learning webinars and courses
Discounted pet insurance
Discounted auto, home, & renters insurance

About the Company

Internova Travel Group is one of the largest travel services companies in the world.
It has 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 over 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.
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.

Equal Opportunity

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.