Technical Support Analyst

Overview

Internova Travel Group is a major global travel services organization, known for a broad portfolio of brands that deliver personalized, high-touch travel support to both leisure and corporate customers. The company oversees leisure, business, and franchise operations through several distinct divisions, and supports more than 100,000 travel advisors across over 6,000 company-owned and affiliated sites, mainly in the United States, Canada, and the United Kingdom, with operations in more than 80 countries.

Role Summary

The organization is seeking a Technical Support Analyst to deliver hands-on technical assistance, diagnose and resolve issues, and support hardware, software, and operating systems in a connected desktop environment. The role covers Windows and Mac devices, desktop apps, web browsers, printers, telephony, and video tools. It also includes support for new hire onboarding.

Work Location and Schedule

This position is based in Midtown Manhattan at 1633 Broadway. The standard working pattern is Monday through Friday, 9:00 AM to 6:00 PM EST.

Key Duties

• Respond to incoming support requests from users by phone and email in a professional and courteous way.
• Capture complete issue details and user information, including name, department, contact details, and the nature of the problem.
• Handle first-line Tier 2 technical support.
• Partner with vendors and internal teammates to fix issues with desktop hardware and software.
• Use remote access tools to diagnose and resolve user problems without being onsite.
• Prepare, configure, image, and maintain laptops, desktops, and printers.
• Investigate phone-related issues with support from the telecom team when needed.
• Support applications and services such as Microsoft Office, antivirus, backup tools, email clients, ActiveSync, VPN software, Adobe products, internet browsers, and GDS applications.
• Perform administration for Microsoft Active Directory, Exchange, and Office 365 user accounts.
• Escalate IT incidents when they cannot be solved at the current support level.
• Create user guides, FAQs, training documents, and process notes where appropriate.
• Be available for extended hours during major incidents or scheduled work.
• Participate in an after-hours on-call rotation.
• Communicate clearly in both written and spoken form.
• Review resolved cases, identify trends, and suggest improvements that prevent repeat issues.
• Build trust with users and gather accurate issue details through effective questioning.
• Track each request from intake through resolution, including decisions made and actions taken.
• Use online software updates, drivers, knowledge bases, and FAQ resources to support troubleshooting.
• Learn and stay current on the hardware and software used by the organization.
• Carry out desktop-level fixes such as software installs and upgrades, hardware installation, backups, and system/application configuration.
• Perform routine preventative maintenance on workstations, printers, and related equipment.
• Verify that fixes work as intended and complete follow-up after requests are resolved.
• Contribute to improvements in end-user systems and support processes by using better technologies and more efficient service methods.

Qualifications

• Associate’s degree in MIS/CIS, or equivalent business or industry training, plus at least 3 years of comparable on-the-job experience.
• Minimum 3 years’ experience supporting end-user computing services in a business setting.
• Familiarity with ITSM platforms such as ServiceNow, BMC, Salesforce, or similar tools.
• Practical experience with Microsoft ecosystem support, including Windows 10/11, Microsoft 365, Teams, and Active Directory; exposure to Intune, SCCM, or similar platforms is advantageous.
• Mac OS support experience is an added advantage.
• Background supporting onboarding activities is beneficial.
• Experience assisting remote users through VPN, RDP, and other remote access tools.
• Working knowledge of basic cybersecurity practices and adherence to IT security policies.
• Strong time management and multitasking ability.
• Preferred certifications include CompTIA A+, Network+, Microsoft Certified Professional (MCP), or ITIL Foundation.
• Willingness to travel overnight occasionally for implementation and support work across company locations nationwide.
• Availability to work occasional evenings, weekends, or other after-hours shifts when required.
• Ability to take part in on-call schedules as needed.
• Comfort working in a collaborative, team-based environment.
• Self-driven with the ability to follow through and deliver results.
• Capable of researching a broad range of technical issues.
• Able to learn and retain technical information quickly.
• Excellent written and verbal communication skills.
• Able to explain technical matters in simple, user-friendly language.
• Strong interpersonal skills, including relationship building, active listening, and effective questioning.
• Highly motivated and able to work independently.
• Strong attention to detail.
• Good analytical and problem-solving capability.
• Able to prioritize and deliver under pressure.
• Strong service mindset with a focus on user satisfaction and white-glove support.
• Must be able to lift at least 25 pounds.

Benefits and Compensation Notes

The benefits package includes a choice of two medical plans, two dental plans, vision coverage, flexible spending accounts, company-paid life insurance and AD&D, optional additional life and AD&D coverage, disability insurance, paid parental leave, paid time off, a 401(k) plan with company match, discounted employee travel, access to LinkedIn Learning webinars and courses, and discounted pet, auto, home, and renters insurance.

The salary range shown in the original posting was created to align with pay transparency rules across different states and regions. Starting pay may depend on experience, location, budget, and other factors. The displayed range applies to U.S. candidates. If an international candidate is considered, compensation would be aligned to the local market in that country.

This role may also qualify for an incentive, commission, bonus, or discretionary bonus based on company financial performance and individual results.

Equal Opportunity

The employer states that hiring decisions are made without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected characteristic.

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