Help Desk Analyst

Overview:

Join us and make a co-worker’s day by providing guru tech support! World Travel Holdings is seeking a Help Desk Analyst to join the Technical Support team. The ideal candidate will have experience with front-line support, a passion for technology, and a drive for success.  Our Help Desk Analyst must be proficient with Desktop support, Microsoft Windows, Active Directory, and Office 365; able to handle situations with accuracy and a sense of urgency; and possess exceptional customer service and communication skills.

Shift for this role will be 11:00 am -8:00 pm, Wednesday-Sunday. 

About World Travel Holdings
World Travel Holdings is the nation’s largest cruise agency and award-winning leisure travel company with a portfolio of nearly 40 diverse brands. In addition to owning some of the largest brands distributing cruises, villas, resort vacations, car rentals, resort day passes and luxury travel services, World Travel Holdings has a vast portfolio of private-label partnerships comprised of top leisure travel providers, including almost every U.S. airline, leading hotel brands and prominent corporations. The company also operates a top-rated travel agency franchise and is consistently recognized as an industry leader in employee engagement and work-at-home employment. Its global presence includes operating multiple cruise brands in the United Kingdom. World Travel Holdings has offices in Wakefield, Mass.; Ft. Lauderdale, Fla.; and Chorley, England. For more information, visit WorldTravelHoldings.com.

• Provide technical support to employees in desktop and network support, data access, logins, telephone, cubicle assignment/set-up, computer application access and passwords on a daily basis
• Triage incoming trouble tickets to appropriate group, when necessary
• Provide expertise on desktop support issues
• Monitor the Technical Support E-mail queue, answer phone queue calls, and follow up on voice mail ensuring a timely response to customers
• Log every incoming problem ticket and document resolution
• Provide acknowledgement and a proposed time of resolution within one hour of receipt of problem
• Resolve all issues in a timely manner while ensuring customers are updated on a continual basis
• Maintain physical inventory of company hardware, as well as assist in moves, changes and/or additions
• Monitor corporate systems and escalate to the appropriate support group when issues arise

• High School Diploma or equivalent plus experience working in a technical support role
• Knowledge of Microsoft Windows 10 and 11 desktops and laptops
• Knowledge of TCP/IP, DHCP, DNS, and other networking protocols
• Knowledge of Microsoft Windows Server 2008 and above
• Strong knowledge of Microsoft Office Suite (Word, Excel, Outlook) / Office365
• Experience in computer upgrades, troubleshooting, and parts replacement
• Experience with Microsoft Active Directory 2012 and above, as well as Azure Active Directory
• Experience with Microsoft Exchange, on-premises and Online
• Excellent documentation and communications skills
• Experience with MacOS preferred
• Technical certification (A+, Network+) preferred
• Ability to lift up to 50 lbs
• Strong interpersonal skills; must be friendly, patient, and considerate