Help Desk Analyst

World Travel Holdings is seeking a detail-oriented and customer-focused Help Desk Analyst to join its End User Support Team in a remote position. The role is responsible for resolving technical issues reported through the ticketing system and ensuring smooth technology operations across the organization.

The successful candidate will provide technical support to end users, troubleshoot hardware and software issues, maintain accurate documentation, and deliver excellent customer service. This position requires strong problem-solving abilities, technical knowledge, and the ability to manage support requests efficiently in a remote environment.

Key Responsibilities:

• Resolve technical issues reported through the company ticketing system.

• Troubleshoot desktop, laptop, software, hardware, and network-related problems.

• Provide timely support and maintain high first-contact resolution rates where possible.

• Document incidents, troubleshooting steps, and resolutions accurately.

• Manage multiple support tickets while ensuring proper follow-up and completion.

• Assist users with Microsoft Windows systems, Microsoft 365 applications, and other technology platforms.

• Identify potential security concerns and follow appropriate escalation procedures.

• Collaborate with the Help Desk team to improve workflows and support processes.

• Maintain clear communication with users and provide a positive support experience.

Requirements:

• High School Diploma or equivalent.

• Previous experience in a technical support or help desk role.

• Experience using ticketing systems to document, prioritize, and resolve end-user support requests.

• Knowledge of Microsoft Windows 11 desktops and laptops.

• Experience with computer upgrades, troubleshooting, and hardware replacement.

• Understanding of TCP/IP, DHCP, DNS, and networking protocols.

• Working knowledge of Microsoft Windows Server administration and troubleshooting.

• Experience with Active Directory, Microsoft Entra ID, and Azure Active Directory.

• Strong knowledge of Microsoft 365 applications, including Word, Excel, and Outlook.

• Experience supporting Microsoft Exchange Server and Exchange Online.

• Excellent written and verbal communication skills.

• Ability to create clear technical documentation.

• Experience with macOS is preferred.

• Technical certifications such as A+ or Network+ are preferred.

• Ability to work Saturday through Wednesday, 11:00 AM to 8:00 PM EST.

• Strong knowledge of:

• End-user technical support and troubleshooting.

• IT service management and ticket resolution.

• Microsoft systems and cloud-based applications.

• Hardware, software, and network troubleshooting.