Internova Travel Group · 4 hours ago
Technical Support Analyst
Beverly Hills, CA
Full-time
Onsite
Mid Level
3+ years expInternova Travel Group is one of the largest travel services companies in the world, and they are seeking a Technical Support Analyst to provide technical expertise and troubleshooting support for hardware and software in an inter-networked environment. The role involves assisting with onboarding new hires and delivering first line Tier 2 technical support to end users.
Travel
Responsibilities
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 of the after-hours team rotation for on-call
Provide clear & concise information through written and verbal communications
Evaluate documented resolutions and analyze trends for ways to prevent future problems
Build rapport and elicit problem details from help desk customers
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
Test fixes to ensure problem has been adequately resolved
Perform post-resolution follow-ups to help requests
Responsible for improving systems and processes within the end user standards leveraging improvements in technologies to provide efficiencies with service delivery
Qualification
Required
Associate's degree in MIS/CIS or equivalent business/industry training and at least 3 years of equivalent on-the-job experience
3+ year(s) 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 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 as required
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
Preferred
Experience with Intune, SCCM, or similar tools is a plus
Experience supporting Mac OS is a plus
Experience with onboarding process a plus
Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or ITIL Foundation preferred
Benefits
Choice of two medical plans and 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 and auto, home, & renters insurance
Company
Internova Travel Group
America’s largest travel agency company
5001-10000 employees
H1B Sponsorship
Internova Travel Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (1)
2022 (1)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Ralph Susca
Senior Vice President Partner Relations
Recent News
2025-12-16
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